ITIL® Specialist (Create, Deliver, Support)

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Introduction to ITIL 4 CDS

Purpose and Scope
Key Concepts Recap from ITIL Foundation
CDS in the Context of the Service Value Chain

Understanding How to Plan and Build a Service Value Stream

Overview of Service Value Streams (SVS)
Value Stream Mapping
Defining and Optimizing Workflows
Adopting Agile, Lean, and DevOps Approaches

ITIL Practices Supporting CDS

Change Enablement
Service Configuration Management
Release Management
Deployment Management
Service Desk
Incident Management
Problem Management
Knowledge Management
Service Level Management
Monitoring and Event Management

Creating, Delivering, and Supporting Services

Designing Service Value Streams
Integrating Practices into Value Streams
Coordinating and Prioritizing Work
Managing Handoffs and Feedback Loops

Managing Teams and Roles in CDS

Organizing and Managing Workflows
Workforce Planning and Development
Roles and Competencies in CDS
Team Culture and Collaboration

Information and Technology Supporting CDS

Collaboration and Workflow Tools
Robotic Process Automation (RPA)
AI and Machine Learning in Support Processes
Continual Tool Evaluation

Managing Customer and User Satisfaction

User Experience (UX) Design Principles
Ensuring Effective Communication
Managing Stakeholder Expectations
Measuring and Improving Satisfaction

Designing and Using Value Streams Effectively

Aligning Value Streams with Business Objectives
Assessing and Improving Performance
Case Studies and Scenarios

Challenges, Critical Success Factors, and Risks

Identifying Common Challenges in CDS
Critical Success Factors (CSFs)
Risk Management Strategies

Practice Exams and Case Studies

Sample Questions
Real-world Scenarios
Mock Exam

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