- Ways to Train:
- Live Classroom Class is delivered at a Centriq location with a live instructor actually in the classroom.
- Live Virtual Class Class is delivered live online via Centriq's Virtual Remote technology. Student may attend class from home or office or other location with internet access.
- HD Class Class is delivered via award winning HD-ILT at Centriq's facility. Students view the live instructor utilizing a 60'' HD monitor.
- Ways to Buy:
- Retail Class can be purchased directly via check, credit card, or PO.
- CV Centriq Vouchers Class is available for students using Centriq Vouchers.
- CP Centriq Choice Pass Eligible Class is available to students utilizing Centriq Choice Pass program.
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ITIL 4 provides practical and flexible guidance to support organizations on their journey to digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
ITIL provides a framework for quality IT service management (ITSM) through proven best practice. ITIL manages the creation of a service, its operation and its improvement. Organizations who adopt ITIL invariably adapt it to suit their specific requirements.
Create Deliver and Support covers the integration of a number of proven areas of what we might know as ‘IT’ areas of work – from design, to build and test, launch, run and support of products and services. These areas are all central elements in development and operations of technology systems and services that may be familiar. However often these areas have not been built, run and integrated as seamlessly as needed to fully deliver optimum value.
Please note this class is only available through Centriq's partner network. Separate Terms & Conditions will apply to registrations.
Centriq is an ITIL® Licensed Affiliate via PeopleCert on behalf of AXELOS.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Who should attend this course and why is it beneficial to gain this certification?
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The ITIL 4 CDS Qualification would most likely suit the following delegates:
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
- Existing ITIL qualification holders wishing to develop their knowledge
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
PrerequisitesDelegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The course includes core concepts describing how different types of work (value streams) are built, tested and delivered ‘end-to-end’ from beginning to end and with continual iterations and feedback loops. There is also focus on areas such as testing, knowledge, customer and employee feedback, new technologies, supplier sourcing, and ways of managing work. During this course, you will:
- Understand how to plan and build a service value stream to create, deliver and support services
- Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
- Know how to create, deliver and support services
- Understand how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
- Understand service performance, service quality and improvement methods.
View the ITIL®4 Create, Deliver and Support (CDS) Training Course Outline
Part 1 – Plan and build service value streams
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
Understand how to use a ‘shift left’ approach
Know how to plan and manage resources in the service value system:
- a) Team collaboration and integration
- b) Workforce planning
- c) Results based measuring and reporting
- d) The culture of continual improvement
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
Part 2 – ITIL Practices Contributing to the Creation Delivery and Support of Services
Know how to use a value stream to design, develop and transition new services
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
Know how to use a value stream to provide user support
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
Part 3 – How to create delivery and support services
Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritizing work
Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)