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  • Description
  • Content
  • Target Audience
  • Benefits
  • Certificates

The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation. 

 

This 3-day course covers the core service management activities to cover the ‘creation and support’ of services. 

The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model.

 

To follow this course you need to have passed ITIL V4 Foundation.

 


 

The ITIL® courses on this site are offered by ITSM CENTER d.o.o. ATO / Branch of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

  • Service design price and orchestration 
  • Software development and management 
  • Deployment management 
  • Release management 
  • Service validation and testing 
  • Change enablement 
  • Ensuring stakeholder satisfaction 
  • Service Desk 
  • Incident management – detection and resolution 
  • Problem management 
  • Knowledge management 
  • Service level management 
  • Monitoring and event management
  • Service management as a practice  
  • The service lifecycle  
  • Generic concepts and definitions  
  • Key principles and models  
  • Processes  
  • Functions  
  • Roles  
  • Technology and architecture  
  • ITIL® qualification scheme  

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

 

 

Roles include

 

  • Service Desk Directors/Managers; 
  • IT Infrastructure & Support Directors/Managers; 
  • Problem, Change, and Release Managers; 
  • DevOps Directors/Managers; 
  • Continual Improvement Program/Project Directors/Managers; 
  • Senior Service & Support Analysts; 
  • Process/Practice Owners; 
  • Service Level Management Directors/Managers

Understand how to plan and build a service value stream to create, deliver, and support services

 

  • Learn the concepts and challenges that relate to organisational structure, team capabilities, roles, and culture across the SVS 
  • Understand the value of positive communications 
  • Understand the planning and management of resources in the SVS 
  • Understand the value and use of IT across the SVS 
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams: 
  • Learn how to design, develop, and transition a value stream using ITIL practices 
  • Learn how to better provide user support using ITIL practices 
  • Learn how to create, deliver, and support services: 
  • Discover how to prioritize, structure, and coordinate work and activities 
  • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)

The price includes an official exam that is taken on the last day of the training.

Description

The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation. 

 

This 3-day course covers the core service management activities to cover the ‘creation and support’ of services. 

The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model.

 

To follow this course you need to have passed ITIL V4 Foundation.

 


 

The ITIL® courses on this site are offered by ITSM CENTER d.o.o. ATO / Branch of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

Content
  • Service design price and orchestration 
  • Software development and management 
  • Deployment management 
  • Release management 
  • Service validation and testing 
  • Change enablement 
  • Ensuring stakeholder satisfaction 
  • Service Desk 
  • Incident management – detection and resolution 
  • Problem management 
  • Knowledge management 
  • Service level management 
  • Monitoring and event management
  • Service management as a practice  
  • The service lifecycle  
  • Generic concepts and definitions  
  • Key principles and models  
  • Processes  
  • Functions  
  • Roles  
  • Technology and architecture  
  • ITIL® qualification scheme  
Target Audience

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

 

 

Roles include

 

  • Service Desk Directors/Managers; 
  • IT Infrastructure & Support Directors/Managers; 
  • Problem, Change, and Release Managers; 
  • DevOps Directors/Managers; 
  • Continual Improvement Program/Project Directors/Managers; 
  • Senior Service & Support Analysts; 
  • Process/Practice Owners; 
  • Service Level Management Directors/Managers
Benefits

Understand how to plan and build a service value stream to create, deliver, and support services

 

  • Learn the concepts and challenges that relate to organisational structure, team capabilities, roles, and culture across the SVS 
  • Understand the value of positive communications 
  • Understand the planning and management of resources in the SVS 
  • Understand the value and use of IT across the SVS 
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams: 
  • Learn how to design, develop, and transition a value stream using ITIL practices 
  • Learn how to better provide user support using ITIL practices 
  • Learn how to create, deliver, and support services: 
  • Discover how to prioritize, structure, and coordinate work and activities 
  • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
Certificates

The price includes an official exam that is taken on the last day of the training.

Past experiences

What people say about us

  • - Marko Krstevski Microsoft .NET Academy

    Seeking to expand my knowledge, I decided to enroll in Semos Education, where I am gaining the necessary knowledge and experience.

  • - Teodor Markovski Student

    The desire to become a Cloud architect led me to Semos Education. I am thrilled by the positive experiences of former students and the way in which the instructors and Career Center take care of the students.

  • - Viktorija Georgieva Summer Mentorship Program for Python Develope

    The reputation of Semos Education for quality training and the opportunity to learn from experienced instructors played an additional significant role in my decision.

  • - Borche Peltekovski Accredited Academy for Graphic Design

    After completing my studies at Semos Education, I envision myself working in a technology company, such as Samsung, Apple, or a company of similar caliber.

Meet the instructors

  • Rok Sajovich  

    Managing Director 

    @ITSM CENTER

     

    16+ years of experience