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 Baltimore 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 Baltimore 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 Baltimore 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 Baltimore 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 Baltimore, 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 Baltimore 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.

Baltimore, a city in the state of Maryland, has a current population that totals an average of roughly 621,000 spread across 92.1 square miles of land.  At The Knowledge Academy we offer over 50,000 classroom based training courses in Baltimore, in order to enhance people’s learning in an array of subject areas.  Education in the USA is provided by both public and private schools, and is mandatory until the age of 16.  Pupils conducting their schooling within the USA start off at preschool, followed by elementary school, then middle school, before finishing at high school.  At age 18, US citizens are able to engage in higher education.  Higher education in the USA normally comes in the form of a college, undergraduate school, or a community college – that latter of which doesn’t normally cost anything to attend.  Candidates participating in a course at a college will gain credits towards a bachelor’s degree, whilst candidates participating a course at a community college will be earning credits in order to achieve an associate’s degree.

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Address

400 East Pratt Street,

8th Floor,

Maryland 21202,

Baltimore, 

United States

T: +1 7204454674

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 Baltimore. 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 Baltimore, 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.

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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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 Baltimore 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 Baltimore 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 Baltimore starts from $2495
The Knowledge Academy is the Leading global training provider for ITIL® 4 Specialist: Create Deliver and Support Certification.
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Trusted & Approved

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Flexible delivery methods are available depending on your learning style.

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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"

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