ITIL 4 Specialist Create, Deliver and Support

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Duration: 2 days – 14 hrs

Overview

The ITIL 4 Specialist: Create, Deliver and Support (CDS) certification training is designed to equip participants with a comprehensive understanding of core service management activities while extending the traditional ITIL framework to encompass the essential aspects of service creation. This course places a strong emphasis on the integration of diverse value streams and activities required to create, deliver, and support IT-enabled products and services effectively. It also delves into essential supporting practices, methodologies, and tools to facilitate the delivery of exceptional IT services.

 

Objectives

  • Service Value Stream Planning and Development: Learn how to strategize and construct a service value stream that is optimized for creating, delivering, and supporting services efficiently and effectively.
  • Integration of ITIL Practices: Understand the role and significance of various ITIL practices in the context of service creation, delivery, and support, both within the Service Value System (SVS) and across value streams.
  • Holistic Service Lifecycle: Gain insights into the end-to-end service lifecycle, encompassing the entire spectrum from inception to deployment and ongoing support, ensuring a seamless and comprehensive approach to service management.
  • Efficient Service Creation: Acquire the skills and knowledge necessary to develop and innovate services that meet the ever-changing demands of customers and align with organizational objectives.
  • Effective Service Delivery: Explore strategies and methodologies for delivering services that not only meet customer expectations but also optimize resource utilization and enhance business outcomes.
  • Robust Service Support: Learn best practices and techniques for providing robust support for services, including incident management, problem resolution, and continuous improvement.
  • Cross-functional Collaboration: Understand the importance of collaboration and communication across different teams and departments to ensure the smooth flow of value throughout the service lifecycle.
  • Adaptive ITIL Implementation: Explore how to adapt and tailor ITIL practices to suit the specific needs and goals of your organization, ensuring a practical and customized approach to service management.

 

Audience

  • Service management practitioners involved at any stage of product and service lifecycles
  • Team leads and middle management of service providers
  • Service and product owners
  • People currently known as process owners and managers
  • IT Operations Manager
  • Availability Manager
  • Service Desk
  • Service Managers
  • Service Architects
  • Security Manager
  • Technology Support teams; UX/UI Designer
  • Development Managers
  • Developers
  • Testers
  • Infrastructure Operations Engineer
  • Software Developer
  • Product owners
  • Project Managers
  • Business Relationship Manager
  • Customer Relationship Manager

 

Pre- requisites 

  • To attend ITIL Specialist: Create, Deliver and Support (CDS) certification training, you are required to have successfully attained your ITIL 4 Foundation certificate.

 

Course Content 

 

Introduction

  • ITIL 4 Specialist

 

Service Value System to Create, Deliver, and Support Services

  • Organizational Structure
  • Differences in Organizational Structure
  • Roles and Competencies
  • Professional IT and service management skills and competencies
  • Professional ITSM Skills and Competencies Examples
  • Generalist or T-Shaped Models
  • Developing a broad set of competencies
  • Workforce Planning and Management
  • Employee Satisfaction Management
  • Results-Based Measuring and Reporting
  • Performance Measures
  • Team Culture and Differences
  • Importance of Cultural Fit
  • Team Collaboration and Integration
  • Guidelines for a Positive Team Culture
  • Continual Improvement Culture
  • Collaborative Culture
  • Algorithmic and Heuristic Tasks
  • Servant Leadership
  • Customer-Oriented Mindset
  • Customer Orientation
  • Customer-Oriented Strategy
  • The Value of Positive Communication
  • Principles of Communication
  • Integration and Data Sharing
  • Integration Approaches
  • Reporting and Advanced Analytics
  • Big Data
  • Collaboration and Workflow
  • Robotic Process Automation (RPA)
  • RPA Technologies
  • Artificial Intelligence
  • Machine Learning
  • CI/CD
  • Goals and Value Measurement
  • Aligning CI/CD with ITIL
  • The Value of an Effective Information Model
  • Automation of Service Management

 

Value Streams to Create, Deliver, and Support Services

  • ITIL Service Value Streams
  • Value Streams and Organizations
  • Value Stream Considerations – Part One
  • Value Stream Considerations – Part Two
  • Value Stream Considerations – Part Three
  • Designing a Service Value Stream
  • Describing a Step of the Value Stream
  • Value Stream Mapping
  • Key Metrics for Analyzing a Value Stream
  • Designing a Value Stream Using Little’s Law
  • Value Stream Models
  • Development of a New Service
  • Six Key Steps of Journey from Demand
  • Acknowledge and Document the Service Requirements
  • Decide Whether to Invest in the New Service
  • Design and Architect the New Service to Meet Customer Requirements
  • Obtain or Build within the Service Value Chain
  • Deploy Service Components in Preparation for Launch
  • Release New Service to Customers and Users
  • Upgrade and Restore a Live Service
  • Seven Key Steps of Journey from Demand to Value
  • Acknowledge and Register the User Query
  • Investigate the Query
  • Obtain a Fix from the Specialist Team
  • Deploy the Fix
  • Verify That the Incident Has Been Resolved
  • Request Feedback from the User
  • Identify Opportunities to Improve the Overall System
  • Using Value Streams to Define a Minimum Viable Practice

 

Create, Deliver, and Support Services

  • Managing Queues
  • Prioritization
  • How to Prioritize Work
  • Techniques to Prioritize Work – Part One
  • Techniques to Prioritize Work – Part Two
  • Swarming
  • Challenges of Swarming
  • Shift-Left Approach
  • Build vs. Buy Considerations
  • Defining Requirements for Service Components
  • Selecting a Suitable Vendor
  • Sourcing Models and Options
  • Types of Sourcing Models
  • Service Integration and Management
  • Service Integration and Management Considerations
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