ITIL® Specialist: Create, Deliver, and Support

ITIL® Specialist: Create, Deliver, and Support

Description

Learn how to create, deliver, and support IT products and services throughout the entire lifecycle while focusing on the four dimensions of service management.

The ITIL Specialist: Create, Deliver, and Support (CDS) course and its associated certification focuses on the creation and delivery of services using professional, repeatable, and flexible industry best practices.

Key topics include value streams and activities, best practices, shift-left techniques, employee satisfaction, procurement and supplier models, ITSM toolsets, and swarming to solve problems more efficiently.

Students will learn the skills needed to embrace a flexible approach that is driven by customers and business needs to solve problems faster and more efficiently.

This course is designed to help prepare you for the ITIL Specialist: Create, Deliver, and Support (CDS) certification exam and covers all three objectives:

  • Planning and building service value streams
  • Using ITIL practices to create, deliver, and support services
  • Managing work activities and suppliers

Who this course is for?

  • Professionals responsible for creating IT products and services
  • Professionals responsible for delivering IT products and services
  • Professionals responsible for supporting IT products and services

Course Learning Objectives

  • 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

Course prerequisites

  • Must be certified in ITIL 4 Foundation prior to taking this course

Course Curriculum

No.

Title

Type

Status

1.

Welcome to the course

PLAY

2.

Download the Study Guide

PDF

3.

Exam Fundamentals

PLAY

4.

100% Pass Guarantee

VIDEO

5.

Quiz: Introduction

QUIZ

No.

Title

Type

Status

1.

Objective 1.1

VIDEO

2.

Organizational Structure

VIDEO

3.

Integrated/Collaborative Teams

VIDEO

4.

Team Capabilities, Roles, and Compentencies

VIDEO

5.

Team Culture and Differences

VIDEO

6.

Working to a Customer-Oriented Mindset

VIDEO

7.

Employee Satisfaction Management

VIDEO

8.

Value of Positive Communications

VIDEO

9.

Quiz: Concepts and Challenges

QUIZ

No.

Title

Type

Status

1.

Objective 1.2

VIDEO

2.

What is Shift Left?

VIDEO

3.

Shift Left to the Consumer

VIDEO

4.

Shift Left in DevSecOps

VIDEO

5.

How to Shift Left

VIDEO

6.

Quiz: Shift Left

QUIZ

No.

Title

Type

Status

1.

Objective 1.3

VIDEO

2.

Team Collaboration and Integration

VIDEO

3.

Workforce Planning

VIDEO

4.

Results Based Measuring and Reporting

VIDEO

5.

Culture of Continual Improvement

VIDEO

6.

Quiz: Plan and Manage Resources

QUIZ

No.

Title

Type

Status

1.

Objective 1.4

VIDEO

2.

Integrated Service Management Toolsets

VIDEO

3.

Integration and Data Sharing

VIDEO

4.

Reporting and Advanced Analytics

VIDEO

5.

Collaboration and Workflow

VIDEO

6.

Robotic Process Automation (RPA)

VIDEO

7.

Artificial Intelligence and Machine Learning (AL and ML)

VIDEO

8.

Continuous Integration and Delivery/Deployment (CI/CD)

VIDEO

9.

Information Models

VIDEO

10.

Quiz: Information and Technology

QUIZ

No.

Title

Type

Status

1.

Objective 2.1

VIDEO

2.

Using a Value Stream

VIDEO

3.

Considerations

VIDEO

4.

Value Stream Mapping

VIDEO

5.

Waterfall Approach

VIDEO

6.

Agile Approach

VIDEO

7.

Putting It All Together

VIDEO

8.

Quiz: Using a Value Stream

QUIZ

No.

Title

Type

Status

1.

Objective 2.2

VIDEO

2.

Service Design

VIDEO

3.

Software Development and Management

VIDEO

4.

Deployment Management

VIDEO

5.

Release Management

VIDEO

6.

Service Validation and Testing

VIDEO

7.

Change Enablement

VIDEO

8.

Quiz: ITIL Practices for New Services

QUIZ

No.

Title

Type

Status

1.

Objective 2.3

VIDEO

2.

Providing User Support

VIDEO

3.

Stakeholders

VIDEO

4.

Managing Support

VIDEO

5.

Quiz: Providing User Support

QUIZ

No.

Title

Type

Status

1.

Objective 2.4

VIDEO

2.

Service Desk

VIDEO

3.

Incident Management

VIDEO

4.

Problem Management

VIDEO

5.

Knowledge Management

VIDEO

6.

Service Level Management

VIDEO

7.

Monitoring and Event Management

VIDEO

8.

Quiz: ITIL Practices in User Support

QUIZ

No.

Title

Type

Status

1.

Objective 3.1

VIDEO

2.

Queues and Backlogs

VIDEO

3.

Prioritizing Work

VIDEO

4.

Time and Cost Factors

VIDEO

5.

Triage

VIDEO

6.

Swarming

VIDEO

7.

Quiz: Providing User Support

QUIZ

No.

Title

Type

Status

1.

Objective 3.2

VIDEO

2.

Buy vs Build Considerations

VIDEO

3.

When to Buy or Build

VIDEO

4.

Requirements Generation

VIDEO

5.

Sourcing Options

VIDEO

6.

Types of Outsouring

VIDEO

7.

Sourcing Considerations

VIDEO

8.

Service Integration and Management (SIAM)

VIDEO

9.

Quiz: Buying, Building, and Sourcing

QUIZ

No.

Title

Type

Status

1.

Conclusion

VIDEO

2.

Practice exam 1

EXAM

3.

Practice exam 2

EXAM

4.

Practice exam 3

EXAM

5.

Exam Voucher

VOUCHER

Meet Your Instructor

Jason Dion

Jason Dion

Lead Instructor

Jason Dion, CISSP No. 349867, is a former college professor and the lead instructor at Dion Training Solutions.

He has multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL.

With networking experience dating back to 1992, Jason has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.

He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance and a Bachelor’s of Science in Human Resources Management. He lives in Puerto Rico with his wife and two children.

Course Rating

( 4.9 average based on 39 reviews)
5 star
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39 Reviews

Sathyan Ariyapalli
Sathyan Ariyapalli
Position: Specialist - IT Support

Well explained and easy to understand format. Printable study guide & Cram Card are the best!! This Course made me understand the major factors that contribute to the successful creation, delivery, and support across the ITIL SVS!

Fabrizio Capaldi
Fabrizio Capaldi
Position: IT Manager

Dion Training courses are by far the most effective and efficient. The ITIL CDS course is meticulously calibrated in order to guarantee a rapid acquisition of the concepts useful for passing the certification exam.

ITIL® Specialist: Create, Deliver, and Support
Course Preview
  • Price$799
  • InstructorJason Dion
  • Duration5+ hours
  • Lessons86
  • Quizzes12
  • Enrolled634 students
  • Access12 Months
  • Full Practice Exams
    Included
  • Official Textbook
    Included
  • Exam Voucher
    Included

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