- Duration: 4 days
ITILCDS: ITIL® Specialist Create, Deliver and Support
Building on established best practices in IT Service Management, ITIL4 is designed to enhance how businesses navigate the evolving landscape of the Fourth Industrial Revolution.The ITIL4 Specialist: Create, Deliver and Support (CDS) course empowers ITSM practitioners to deepen their understanding of the emerging practices within ITIL4. It focuses on the Service Value Stream and emphasizes the creation, delivery, and support of new services, along with effective user support. Participants will explore relevant ITIL Practices that align with these value streams, examining the critical aspects of team collaboration, integration, and organizational culture necessary for successful value stream adoption. The course also addresses techniques for managing and prioritizing work, while highlighting the role of continual improvement. This interactive course is vital for the development of today’s technologists, ITSM practitioners, and leaders in modern IT organizations, driving innovation and maximizing value delivery to the business.
Course Curriculum
Module 1: Plan and Build a Service Value Stream
- Organizational structures
- Integrated/collaborative teams
- Team roles and competencies
- Team culture and differences
- Customer-oriented mindset
- Employee satisfaction management
- Value of positive communication
- Understand and use the shift-left approach
- Team collaboration and integration
- Workforce planning
- Results-based measuring and reporting
- Culture of Continual Improvement
- Integrated Service Management Tool sets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation, AI and machine learning
- CI/CD
- Information Models
Module 2: ITIL Practices and the Service Value Streams
Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream
- Service Design
- Software development and management
- Deployment management
- 4. Release management
- Service validation and testing
- Change enablement
Module 3: ITIL Practices and the Service Value Streams (Continued)
Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring and Event Management
Module 4: Create, Deliver and Support Services
- Coordinate, prioritize and structure work and activities
- Managing queues and backlog
- Buy vs Build Considerations
- Sourcing Options
- Service Integration and Management (SIAM)