Overview

Many city landmarks offer panoramic views from their observation decks. From a high viewpoint, the distances between some buildings might be closer and others further apart, than at first glance. Perspective is key and necessary component for the successful delivery of mature technology-enabled services.

In service management, two vital elements for success are perspective and flexibility:

  • Perspective: understanding the overall picture of what a service does and how it is delivered. This involves a wide variety of skills, processes, knowledge, tools, and technologies to deliver business and customer value.
  • Flexibility: involves using the portfolio of tools and artefacts appropriately within complex environments. Service management is not a one-size-fits-all approach. The expectations around the customer experience and business value cannot be met with a single and isolated view.

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL 4 Specialist: Create, Deliver and Support (CDS) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of the Service Value Stream and the use of the Value Stream with a specific focus on the creation, delivery and support of new services, and the provisioning of user support.

Relevant supporting ITIL Practices to these value streams are examined. Team collaboration, integration and organizational cultural aspects critical to the success of the adoption of the value streams are discussed. The course also covers the management and prioritization of work through several techniques and scrutinizes the contribution of continual improvement.

This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business.

Skills Covered

On completion of this course, the following learning outcomes will be achieved:

  • Improve existing processes
  • Effectively manage IT teams
  • Optimize value streams and workflows
  • Align digital services with business strategy
  • Improve how services are developed
  • Integrate new technologies embed Lean, Agile, and DevOps ways of working.

Who Should Attend

The target audience for this course and qualification are:

  • ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
  • ITSM practitioners managing the operation of IT-enabled & digital product sand services, and those responsible for the end-to-end delivery
  • Individuals who are pursuing the ITIL Managing Professional designation

Course Curriculum

Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

Download Syllabus

Course Modules

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Training Options

Intake: 23-26 May 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 23-26 May 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 5-8 Sept 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 5-8 Sept 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 21-24 Nov 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 21-24 Nov 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
Price:

RM7,000.00Enroll Now

Exam:

Exam & Certification

Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Create, Deliver and Support certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass  (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

Training & Certification Guide

Frequently Asked Questions