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

Professional business expert conducting meeting

Overview

At Glass Rock Solutions, we devise and deliver training solutions to corporate, government agencies, public sectors, multinational organisations and private individuals. We offer both in-house and online training.

The ITIL 4 Create, Deliver and Support (CDS) course is designed to provide IT practitioners with an understanding of service quality and improvement methods, enabling them to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

It also provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course also includes a copy of the ITIL CDS Handbook, containing practical material for reference back in the workplace.

Key Topics

  • Organisation and Culture
  • Effective Teams
  • Information Technology to Create, Deliver and Support
  • Service
  • Value Stream
  • Value Stream to Create, Deliver and Support Services
  • Value Stream for User Support
  • Prioritise and Manage Work
  • Commercial and Sourcing Considerations

 

Examination

The course pricing includes the ITIL 4 Specialist: Create, Deliver and Support (CDS) Exam at the end of day three of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Learning outcomes:

  • How to plan and build a service value stream to create, deliver, and support services
  • How relevant ITIL practices contribute to the creation, delivery and support across the Service Value System (SVS) and value streams
  • How to create, deliver and support services
  • Use of ITIL guiding principles to improve organisational structure
  • Team culture
  • Planning and managing resources
  • Methods to examine data, including data analytics
  • Robotic Process Automation (RPA) and benefits of an RPA program
  • The application of Artificial Intelligence (AI) in service design and delivery
  • Continuous Integration/Continuous Delivery (CI/CD) and its alignment with ITIL guiding principles

Book now


Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.

    GLASS ROCK CLIENT TESTIMONIALS

    “Just wanted to thank you again for an interesting day yesterday.  I wasn’t looking forward to it as I assumed it would be the usual dry and dusty approach of legal jargon, documentation and dotting the i’s, and crossing the t’s.  Instead it was something different and more aligned with what vendor management can be (and covering areas Boral ICT are seriously challenged with at the moment).”

    Curtis, Boral

    GLASS ROCK CLIENT STORIES

    Image

    Simone Heaperman - Landcom Program Manager

    When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.

    Image

    Jane Hodgen - Tata Consultancy Services

    Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.

    Image

    Stuart Freer - University of New South Wales

    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.

    WE ARE HERE TO HELP
    CONTACT US TO FIND OUT HOW

      Glass Rock Consulting

      Melbourne Office
      Level 23, Collins Square Tower 5
      727 Collins Street,
      Melbourne Victoria 3008
      Sydney Office
      Australia Square, Level 33
      264 George Street,
      Sydney NSW 2000

      We acknowledge the First Australians as the traditional custodians of this continent. We pay our respect to the elders of the community, past, present and future.