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ITIL Course

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Overview

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

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.


ITIL®/PRINCE2® and PRINCE2 Agile® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Audience

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.

Skills Gained

  • 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)

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. To look at available dates for the ITIL 4 Foundation certification course, click here.

Outline

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

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 your certificate. An exam review is included in the course to help prepare attendees for the final exam.
  • You will attain 18 professional development units (PDUs) for Project Managers.
  • A PeopleCert certification exam voucher is included in the cost of training.

Talk to an expert

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. Its a cost effective option. One on one training can be delivered too, at reasonable rates.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

All $ prices are in USD unless it’s a NZ or AU date

SPVC = Self Paced Virtual Class

LVC = Live Virtual Class

Please Note: All courses are availaible as Live Virtual Classes

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