ITIL® 4 Specialist Create, Deliver & Support (CDS) (ITIL4CDS) – Outline

Detailed Course Outline

Module 1: Key Concepts of Service Management

  • Planning and building a service value stream
  • Organizational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, and competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Managing employee satisfaction
  • The value of positive communications
  • Understanding how to use a "shift-left" approach
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement
  • Integration and data sharing
  • Robotic Process Automation (RPA)
  • Artificial Intelligence

Module 2: CDS — ITIL Practices Across the Service Value Stream

  • Describing a value stream
  • Combining and decomposing value stream steps
  • Considerations for designing the value stream
  • Practices in the value stream
  • The value stream for user support

Module 3: Create, Deliver, and Support Services

  • Managing queues and backlogs
  • Prioritizing work
  • Commercial and sourcing considerations
  • Defining sourcing requirements
  • Vendor selection techniques
  • Inviting internal providers to vendor selection
  • Sourcing models
  • Service integration and management considerations