ITIL® 4 Specialist: Create, Deliver and Support Course Overview

The ITIL® 4 Specialist: Create, Deliver, and Support (CDS) course equips IT professionals with the skills to design and manage end-to-end value streams for service delivery. Participants will explore key topics like team culture, workflow automation, value stream mapping, and effective work prioritization. The course covers practical applications, including managing live service restoration and enhancing user support processes. Through ITIL CDS training, learners gain expertise in leveraging technologies like AI, machine learning, and CI/CD to drive operational efficiency. Ideal for IT service managers and professionals, this course prepares candidates for the ITIL Create, Deliver, and Support exam, helping them implement strategies that optimize service value and improve customer satisfaction.

Important Topics covered in ITIL® 4 Specialist: Create, Deliver and Support Training

• Organizational Structures and Team Culture - Understanding organizational structures and fostering collaborative, customer-oriented, and continuous improvement cultures.
• Effective Workforce Planning and Role Management - Implementing workforce planning, defining roles and competencies, and managing employee satisfaction.
• Advanced Data Reporting and Analytics - Leveraging integration, data sharing, and advanced reporting tools for service optimization.
• Automation with RPA and AI/ML - Implementing Robotic Process Automation (RPA) and utilizing artificial intelligence (AI) and machine learning (ML) to streamline workflows.
• Value Stream Mapping and Design - Designing and mapping value streams to enhance service delivery and support processes.
• Service Creation and Restoration Value Streams - Building value streams for creating new services and restoring live services efficiently.
• Work Prioritization and Queue Management - Managing service queues and backlogs using prioritization frameworks and the "shift-left" approach.
• Continuous Integration and Continuous Deployment (CI/CD) - Applying CI/CD practices to support continuous delivery of IT services.
• Service Integration and Sourcing Strategies - Evaluating build-or-buy decisions, sourcing models, and service integration and management (SIAM).
• Customer-Focused Communication and Positive Engagement - Enhancing service interactions through customer-centric communication and fostering positive stakeholder relationships.