By the end of the ITIL® 4 Specialist Create, Deliver & Support - CDS training course, you will be able to:
1. Understand how to plan and build a service value stream to create, deliver and support services
1.1 Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction management
- The value of positive communications
1.2 Understand how to use a ‘shift left’ approach
1.3 Know how to plan and manage resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system:
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous integration and delivery/deployment (CI/CD)
- Information models
2. Know how relevant ITIL® practices contribute to creation, delivery and support across the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition new services
2.2 Know how the following ITIL® practices contribute to a value stream for a new service
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the following ITIL® practices contribute to a value stream for user support
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
3. Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritise and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritising work
- 3.2 Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
