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
