ITIL® 4 Specialist: Create, Deliver and Support

The ITIL® 4 Specialist: Create, Deliver and Support (CDS) course is a crucial module for IT practitioners and leaders, focusing on the integration of key activities within the ITIL Service Value System. This course provides a deep dive into the 'engine room' of IT, exploring how to effectively manage the creation, delivery, and ongoing support of IT-enabled products and services. Students will learn how to build, test, and transition new and changed services into live operation while ensuring they meet user expectations for quality, availability, and performance. The curriculum emphasizes the importance of creating integrated and streamlined value streams, combining practices like software development, service validation, deployment management, and service desk support into a cohesive and efficient workflow that delivers tangible value to the organization. Upon successful completion of this course, participants will be able to plan and build service value streams, understand how to integrate new technologies like Agile and DevOps, and effectively manage the flow of work. Key objectives include mastering the practices of Change Enablement, Release Management, Service Desk, Incident Management, and Problem Management to ensure operational excellence. Students will also learn techniques for prioritizing and structuring work, such as the use of 'swarming' and 'shift-left' approaches, and how to use service performance metrics and feedback loops for continuous improvement. The course prepares candidates not only for the certification exam but also equips them with the practical skills needed to improve service quality and workflow efficiency in their own work environments. This course is designed for IT professionals and managers who are responsible for the end-to-end delivery and operational management of IT services. It is ideal for individuals in roles such as IT Service Managers, DevOps Engineers, Release and Deployment Managers, Incident and Problem Managers, Service Desk leaders, and anyone involved in the operational aspects of service management. The 'Create, Deliver and Support' module is a mandatory component for achieving the ITIL 4 Managing Professional (MP) designation, making it essential for anyone pursuing this advanced certification path. A prerequisite for this course is the ITIL 4 Foundation certificate.

Here are 6 key facts for the 'ITIL® 4 Specialist: Create, Deliver and Support' course:

* Focuses on integrating the core activities and value streams required to create, deliver, and support IT-enabled products and services.

* Provides in-depth guidance on key ITIL practices, including Change Enablement, Incident Management, Problem Management, and Deployment Management.

* Learn how to integrate modern approaches like Agile, DevOps, and Site Reliability Engineering (SRE) to ensure fast and reliable service delivery.

* Emphasizes the importance of collaboration and communication across different teams, from development to operations and support, to break down organizational silos.

* Develop practical skills in managing and prioritizing work, including handling service queues and backlogs to balance new development against operational needs.

* Details how the 'Obtain/Build', 'Design & Transition', and 'Deliver & Support' value chain activities work together to deliver value to customers.