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ITIL® 4 Specialist: Create, Deliver and Support Course Overview

ITIL® 4 Specialist: Create, Deliver and Support Course Overview

The ITIL® 4 Specialist: Create, Deliver, and Support (CDS) course equips IT professionals with the skills to design and manage end-to-end value streams for service delivery. Participants will explore key topics like team culture, workflow automation, value stream mapping, and effective work prioritization. The course covers practical applications, including managing live service restoration and enhancing user support processes. Through ITIL CDS training, learners gain expertise in leveraging technologies like AI, machine learning, and CI/CD to drive operational efficiency. Ideal for IT service managers and professionals, this course prepares candidates for the ITIL Create, Deliver, and Support exam, helping them implement strategies that optimize service value and improve customer satisfaction.

Important Topics covered in ITIL® 4 Specialist: Create, Deliver and Support Training

  • Organizational Structures and Team Culture - Understanding organizational structures and fostering collaborative, customer-oriented, and continuous improvement cultures.
  • Effective Workforce Planning and Role Management - Implementing workforce planning, defining roles and competencies, and managing employee satisfaction.
  • Advanced Data Reporting and Analytics - Leveraging integration, data sharing, and advanced reporting tools for service optimization.
  • Automation with RPA and AI/ML - Implementing Robotic Process Automation (RPA) and utilizing artificial intelligence (AI) and machine learning (ML) to streamline workflows.
  • Value Stream Mapping and Design - Designing and mapping value streams to enhance service delivery and support processes.
  • Service Creation and Restoration Value Streams - Building value streams for creating new services and restoring live services efficiently.
  • Work Prioritization and Queue Management - Managing service queues and backlogs using prioritization frameworks and the "shift-left" approach.
  • Continuous Integration and Continuous Deployment (CI/CD) - Applying CI/CD practices to support continuous delivery of IT services.
  • Service Integration and Sourcing Strategies - Evaluating build-or-buy decisions, sourcing models, and service integration and management (SIAM).
  • Customer-Focused Communication and Positive Engagement - Enhancing service interactions through customer-centric communication and fostering positive stakeholder relationships.

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Course Fee 1,150
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(with exam) 		1,150 (USD)
  • Live Training (Duration : 24 Hours)
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  • Includes Official Coursebook
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Course Advisor

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Praveen Kumar

11+ Years Experience

An effective communicator with good analytical, problem-solving, and organizational abilities. I enjoy interacting with people and providing solutions to their needs. I am an expert in making Training a Fun and learning experience.
 
I am Praveen Kumar, a Project management, Cobit, ITIL, Adobe, and TOGAF ISO 27001 LI certified trainer with 17 + years of vast experience. I have been associated with Koenig Solutions for the last 7 years. My role here involves delivering training and consultancy on Project Management and Service Management concepts and tools to overseas/corporate clients and internal staff.
In the past, I have worked with organizations like Data Quest, Fusion Ad, Media Hub, and Arena Animations.
 
Apart from training, In Koenig, my job is to coordinate with the Sales and Marketing team for a better understanding of Project Management and Service management concepts and take Tech calls and Demo sessions on the queries concerned to Project management, doubts, and concerns from customers all over the globe.
 
 
My job takes me to different parts of the world. I have been to various nations across the globe for onsite training projects with a few very esteemed clients like VMware, Airtel, Khan Bank, Techno Brain, Infosys, Jumeirah Beach Hotel, University of New Zealand, The first Group (Dubai), Honeywell Technology Solutions Lab India Pvt Ltd, FDC International (Dubai), and other industries.

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Course Prerequisites

To ensure you are well-prepared for the ITIL® 4 Specialist Create, Deliver and Support course and can derive maximum benefit from the content covered, the following are the minimum required prerequisites:

  • Basic understanding of IT service management concepts and terminology.
  • Completion of the ITIL® 4 Foundation certification (mandatory).
  • Familiarity with IT operations and processes in an enterprise environment.
  • Experience working in IT service delivery, support, or management roles (recommended but not mandatory).

Remember, these prerequisites are intended to set the stage for an enriching learning experience, and not to discourage any potential learners. The course is designed to elevate your skill set in IT service management and to enhance your ability to create, deliver, and support IT services effectively.

Exam Information

Exam Component Details
Exam Name ITIL® 4 Specialist: Create, Deliver and Support
Exam Type Multiple Choice Questions (MCQs)
Total Questions 40
Passing Score 70% (28 out of 40)
Exam Duration 90 minutes
Language English and other languages as per region
Exam Provider AXELOS/PeopleCert
Exam Registration Through PeopleCert's official website or accredited training organizations
Certification Validity Renewed after every 3 Years
Recommended Training ITIL® 4 Specialist: Create, Deliver and Support Training Course
 

 

ITIL® 4 Foundation
ITIL® 4 Specialist: Create, Deliver and Support

Who Should Attend ITIL® 4 Specialist: Create, Deliver and Support Training

  • IT Service Managers
  • Service Desk Managers
  • IT Support Specialists
  • Process Managers
  • Project Managers in IT Service Management
  • IT Operations Managers
  • DevOps Engineers
  • Service Delivery Professionals
  • IT Consultants
  • Professionals pursuing advanced ITIL® certifications

What you will Learn in this ITIL® 4 Specialist: Create, Deliver and Support Certification Exam?

The ITIL® 4 Specialist: Create, Deliver, and Support course equips learners with the knowledge to enhance IT service delivery by mastering service design, collaboration, value stream management, and effective team dynamics within IT service workflows.

Learning Objectives and Outcomes:

  • Understand organizational culture and communication strategies for service delivery.
  • Build effective teams with appropriate capabilities, roles, and competencies.
  • Implement continuous improvement practices within IT service operations.
  • Leverage data integration, reporting, and automation for efficient service management.
  • Design and map value streams to create and support services effectively.
  • Apply value stream models to restore live services and resolve incidents.
  • Manage work prioritization, backlogs, and service queues.
  • Implement a shift-left approach to improve user support and service resolution.
  • Analyze commercial considerations, including build-or-buy decisions and sourcing models.
  • Optimize service integration and management for enhanced operational efficiency.

Course Outline

Module 1: Organization and Culture

  • Organizational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication

Module 2: Effective Teams

  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service

  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model

Module 4: Value Stream

  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

  • Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

  • Value Stream Model for Restoration of a Live Service

Module 7: Prioritize and Manage Work

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

What makes Koenig Solutions a Compelling Choice for ITIL® 4 Specialist: Create, Deliver and Support Training?

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