Course Overview
ITIL 4 describes a service value chain of six activities. These activities can be combined in various ways to create value streams. The Create Deliver Support publication covers the integration of these activities in order to enable the creation, delivery, operation, and continual improvement of technology-enabled products and services.
The Create Deliver Support syllabus covers not only how value streams can be built and managed holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work. In so doing, it reflects new ways of approaching service management.
The ITIL 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
The ITIL 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.
This course is made of 5 half-day modules. ITIL 4 Foundation is a pre-requisite. Prices include exams, digital course material and Take 2.
Course Syllabus
1.1 Understand the concepts and challenges relating to the following across the service value system:
a) Organizational structure
b) Integrated/collaborative teams
c) Team capabilities, roles and competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
g) 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, including:
a) Team collaboration and integration
b) Workforce planning
c) Results based measuring and reporting
d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system, including:
a) Integrated service management toolsets
b) Integration and data sharing
c) Reporting and advanced analytics
d) Collaboration and workflow
e) Robotic process automation
f) Artificial intelligence and machine learning
g) Continuous integration and delivery/deployment
h) Information models
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
a) Service design
b) Software development and management
c) Deployment management
d) Release management
e) Service validation and testing
f) Change enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the ITIL practices contribute to a value stream for user support
3.0 Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:
a) Managing work as tickets
b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
a) Buy vs build considerations
b) Sourcing options
c) Service integration and management