ITIL Create, Deliver and Support course provides guidance on the cultural and team management aspects of product and service management, and an overview of the various tools and technologies that support service management. This course discusses how to integrate management practices in end-to-end value streams.
ITIL 4 takes a holistic approach to building and modifying technology-enabled services from demand to value. This course is about utilizing service management, adapting and adopting best practices, and using the ITIL service value system (SVS) framework to facilitate value co-creation in organizations. The course provides practical guidance for those who work within the broad scope of technology-enabled services. It provides clear guidance on how to collaborate and coordinate efforts to design, build, and support integrated and effective products and services, building from ITIL Foundation.
ITIL 4 describes a service value chain of six activities. These activities can be combined in various ways to create value streams. This course covers the integration of these activities in order to enable the creation, delivery, operation, and continual improvement of technology-enabled products and services. It is important to understand that there is no uniform approach to successful service delivery. Context, requirements, and resources vary across organizations. Success in service management requires pragmatism and creativity, not doctrine and dogma.
This course describes 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.
Who should attend
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
Roles include: Service Desk Directors/Managers; IT Infrastructure & Support Directors/Managers; Problem, Change, and Release Managers; DevOps Directors/Managers; Continual Improvement Program/Project Directors/Managers; Senior Service & Support Analysts; Process/Practice Owners; Service Level Management Directors/Managers.
Students are required to have successfully attained their ITIL 4 Foundation certificate.
After completing this course, students will be able to:
- 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 service.
Outline: ITIL® 4 Specialist Create, Deliver & Support (CDS) (ITIL4CDS)
- Module 1: Introduction
- Module 2: The Evolution of Professionalism in IT and Service Management
- Module 3: Using Information and Technology to Create, Deliver, and Support Services
- Module 4: Value Streams to Create, Deliver, and Support Services
- Module 5: Prioritizing and Managing Work
- Module 6: Conclusion
- Appendix A: Examples of Value Streams
- Further Research