The ITIL Specialist - Create, Deliver & Support


Course Description

The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.

itilmaster

This 3-day course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.

The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management – detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Outcomes:

  • Understand how to plan and build a service value stream to create, deliver, and support services:
    • Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the SVS
    • Understand the value of positive communications
    • Understand the planning and management of resources in the SVS
    • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
    • Learn how to design, develop, and transition a value stream using ITIL practices
    • Learn how to better provide user support using ITIL practices
  • Learn how to create, deliver, and support services:
    • Discover how to prioritize, structure, and coordinate work and activities
    • Understand buy versus build considerations, sourcing options, and
    • service integration management (SIAM)

Audience

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

 Roles may include:

  • Customer/User Experience (CX) Managers/Designers
  • Account Managers
  • Service Delivery Managers
  • Service Level Managers
  • Enterprise/Service and Solution Architects
  • Business Analysts
  • Project Managers
  • Portfolio Managers
  • Supplier Relationship Managers
  • Vendor Managers
  • Contract Managers.

Prerequisites

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course. 

 

EXAM & CERTIFICATION

  • The exam is administered by PeopleCert.
  • The exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body. Participants are provided with an exam voucher so they can schedule the exam at their convenience on any date after completion of the course.
  • A passing mark of 70% is required to receive certificate. An exam review is included in the course to help prepare attendees for the final exam.

COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use.

 

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

 Self-Paced Online:

  • Learn at your own pace from your computer, anywhere at any time. Get the FULL course in e-learning format for three months.

 Public Web-Based:

  • On specific dates throughout the year; hosted live online with our expert instructor.

 In-House:

  • Live Classroom: On dates convenient to you; exclusively for your team at your location with our expert instructor.
  • Web-Based: On dates convenient to you; exclusively for your team, hosted live online by our expert instructor.

 

INDUSTRY ASSOCIATION RECOGNITION

 Project Management Institute (PMI)®

  • Contact Hours: 21 hours
  • Professional Development Units (PDUs): 21 PDUs
  • Australian Institute of Project Management (AIPM)
  • Continual Professional Development (CPD) points: 10 points



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Course Info


Schedule

  • Virtual Classroom AEDT
  • 15/12/2021 - 17/12/2021
  • 19/01/2022 - 21/01/2022
  • 14/03/2022 - 16/03/2022

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