Course information

ITIL 4 Specialist: Create, Deliver and Support CDS Course Outline

Module 1: Concepts and Challenges Across the Service Value System

  • Organizational Structures
  • Employee Satisfaction
  • Building Effective Teams – Roles and Competencies
  • Professional IT and Service Management Skills and Competencies
  • Generalist or ‘T-shaped’ Models
  • Developing a Broad Set of Competencies
  • Developing Team Culture – What is Team Culture?
  • What does Cultural Fit Mean and Why is it so Important?
  • How to Develop and Nurture Good Team Culture?
  • A Continual Improvement Culture
  • A Collaborative Culture
  • Align with the Type of Work
  • Learn Through Collaboration
  • Servant Leadership
  • Customer Orientation: Putting the Customer First
  • Customer Experience
  • Positive Communication

Module 2: How to Use a ‘Shift-Left’ Approach?

  • Shift-Left Approach
  • Building a Shift-Left Approach

Module 3: How to Plan and Manage Resources in the Service Value System?

  • Workforce Planning and management
  • Results-Based Approach
  • Challenges

Module 4: Use and Value of Information and Technology Across the Service Value System

  • Integration and Data Sharing
  • Integration Topologies
  • Integration Approaches
  • Reporting and Advanced Analytics
  • Data Analytics
  • Big Data
  • Collaboration and Workflow
  • Tools and Capabilities
  • Robotic Process Automation
  • RPA Technologies
  • Artificial Intelligence
  • Application and value
  • Machine Learning
  • Supervised Learning
  • Benefits and Limitations of Machine Learning
  • Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
  • Goals and Value Measurement
  • CI/CD Pipeline
  • Aligning CI/CD with ITIL®
  • How Would ITIL Deploy a Change?
  • CI/CD Does Not Suit Every Situation
  • Value of an Effective Information Model
  • Anatomy of an Information Model
  • Integrated Service Management Toolsets
  • Service Management Toolset Expectations

Module 5: How to Use a Value Stream to Design, Develop and Transition New Services?

  • Value Streams to Create, Deliver, and Support Services
  • ITIL® Service Value Streams
  • Structure of an ITIL® Service Value Stream
  • Value Streams and Organizations
  • Design Thinking
  • Designing a Service Value Stream
  • Describing a Step of a Value Stream
  • Value Stream Mapping
  • Key Metrics When Analyzing a Value Stream
  • Process Timing
  • Simple Representation of a Value Stream
  • Complex Representation of a Value Stream
  • Model Value Streams for Creation, Delivery, and Support
  • Development of a New Service
  • Design Considerations
  • Demand to Value
  • Development of a New Service
  • Step 1: Acknowledge and Document the Service Requirements
  • Step 2: Decide Whether to Invest in the New Service
  • Step 3: Design and Architect the New Service to Meet Customer Requirements
  • Step 4: Build, Configure, or Buy Service Components
  • Step 5: Deploy Service Components in Preparation for Launch
  • Step 6: Deliver and Support Within the Service Value Chain

Module 6: How ITIL® Practices Contribute to a Value Stream for a New Service?

  • Service Design
  • Software Development and Management
  • Deployment Management
  • Release Management
  • Service Validation and Testing
  • Change Enablement

Module 7: How ITIL® Practices Contribute to a Value Stream to Provide User Support?

  • Restoration of a Live Service
  • Design Considerations
  • Demand and Value
  • Journey from Demand to Value
  • Restoration of a Live Service
  • Step 1: Acknowledge and Register the User Query
  • Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
  • Step 3: Obtain a Fix from the specialist team
  • Step 4: Deploy the Fix
  • Step 5: Verify that the Incident has been Resolved
  • Step 6: Request Feedback from the User
  • Step 7: Identify Opportunities to Improve the Overall System

Module 8: How ITIL® Practices Contribute to a Value Stream for User Support?

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

Module 9: How to Co-Ordinate, Prioritize, and Structure Work and Activities to Create, Deliver, and Support Services?

  • Why do we need to Prioritize Work?
  • Managing Work as Tickets
  • Prioritization and Demand Management
  • How to Prioritize Work?
  • WSJF (Priority)
  • Swarming
  • Commercial and Sourcing Considerations
  • ‘Build or Buy’ Considerations
  • Commodification
  • Defining Requirements for Service Components
  • Selecting a Suitable Vendor
  • Sourcing Options and Models
  • Outsourcing Considerations
  • Service Integration and Management

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Who should attend this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification?

This ITIL® 4 Specialist: Create, Deliver and Support Course in Mumbai is designed for IT practitioners and leaders who are involved in the creation, delivery, and support of digital products and services. This ITIL Certification Training is beneficial for a variety of professionals such as:

  • IT Service Managers
  • IT Operations Managers
  • Service Desk Managers
  • Technical Support Engineers
  • DevOps Professionals
  • IT Project Managers
  • ITIL® Foundation Certificate Holders

Prerequisites of the ITIL® 4 Specialist: Create, Deliver, and Support CDS Training Course

Candidates must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist: Create, Deliver, and Support Course.

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

The ITIL® 4 Specialist: Create, Deliver, and Support (CDS) module offers a deep dive into the core activities of the service management lifecycle. Emphasizing the importance of ITIL Certification in the current IT-driven business environment, this course in Mumbai highlights the critical role of creating, delivering, and supporting services that align with business goals, showcasing its relevance in enhancing operational efficiency and service quality.

Professionals in Mumbai aiming to excel in IT service management should consider mastering this subject to elevate their career prospects. The ITIL Certification is particularly vital for IT managers, service delivery professionals, and anyone involved in designing and delivering IT services. This knowledge ensures that professionals can implement and manage services that meet and exceed business expectations, becoming invaluable assets to their organizations.

The 2-day training in Mumbai offered by the Knowledge Academy is designed to equip delegates with the skills and knowledge required to pass the ITIL Certification exam for CDS. Beyond exam preparation, this intensive course provides practical insights and strategies to apply ITIL practices effectively in the workplace. By focusing on real-world applications, delegates will leave the training prepared to enhance service delivery and support within their organizations, leveraging their ITIL Certification to foster career growth and operational success.

Course Objectives

  • To understand the key concepts and challenges of ITIL 4's service management framework.
  • To gain insights into the effective creation, delivery, and support of IT services.
  • To develop skills in applying ITIL practices to real-world IT service management scenarios.
  • To prepare for the ITIL 4 Specialist: Create, Deliver, and Support certification exam.
  • To enhance personal capability in service management, aiming for operational excellence and service improvement.

Upon completion of the ITIL® 4 Specialist: Create, Deliver, and Support course in Mumbai, delegates will have a comprehensive understanding of the ITIL framework and its practical application in the IT service lifecycle. They will be equipped with the necessary skills to improve service management practices within their organizations, contributing to enhanced service delivery, customer satisfaction, and business value. This course not only prepares individuals for successful certification but also empowers them to drive significant operational improvements.

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What’s included in this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification Training?

  • ITIL® 4 Specialist: Create, Deliver and Support (CDS) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Create, Deliver, and Support (CDS) Certificate
  • Digital Delegate Pack

ITIL® 4 Specialist: Create, Deliver and Support (CDS) Exam Information

The ITIL® 4 Specialist: Create, Deliver and Support CDS exam is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. The exam information is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

Why choose us

Our Mumbai venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

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Address

Safal Institute 
613, Corporate Centre
Nirmal Lifestyles Mall
LBS Marg
Mulund (W)
Mumbai 400080

T: +91 8037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL 4 Specialist: Create Deliver And Support Training in Mumbai. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL 4 Specialist: Create Deliver And Support Training in Mumbai, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ITIL 4 Specialist: Create Deliver And Support Training in Mumbai. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL 4 Specialist: Create Deliver And Support Training in Mumbai sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ITIL 4 Specialist: Create Deliver And Support Training in Mumbai FAQs

The course focuses on principles and practices for effective IT service management aligned with business needs.
It equips IT professionals with practical knowledge and skills to enhance service delivery, customer satisfaction, and overall business value.
Candidates must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist Create Deliver and Support Certification Course.
IT professionals in service management, project management, business analysis, and related fields should attend to master ITIL® 4 CDS principles.
Yes, we provide 24/7 support for the ITIL® 4 Specialist Create Deliver and Support Courses. Our customer service will be available to assist you before and after the course, with any queries, technical issues, or additional support you may require. We are committed to ensuring your learning experience is seamless and that you have access to assistance whenever you need it.
The course covers key concepts, principles, and practices for creating, delivering, and supporting IT services throughout their lifecycle.
This ITIL® Specialist: Create, Deliver, and Support Certification Course comes with valuable training sessions led by experienced instructors, a digital delegate pack, and a certificate upon completion.
This course specifically focuses on creating, delivering, and supporting IT services, providing practical insights and implementation strategies.
The duration of this ITIL® Specialist: Create, Deliver, and Support Certification Course spans across 2 days.
The Knowledge Academy in Mumbai is a leading training provider which offers multiple courses, comprehensive course content, experienced instructors, flexible learning options, and industry recognition, making it a reliable choice for attending this course.
The training fees for ITIL® 4 Specialist: Create Deliver and Support Certificationin Mumbai starts from INR64995
The Knowledge Academy is the Leading global training provider for ITIL® 4 Specialist: Create Deliver and Support Certification.
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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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