IT05B01: ITIL®4 SPECIALIST: CREATE, DELIVER, AND SUPPORT (CDS) (SF)
ITIL®4 SPECIALIST: CREATE, DELIVER, AND SUPPORT (CDS) (SF)
Course Duration
Mode of Assessment
After completing the course, students can proceed to undertake the ITIL® 4 Specialist Create, Deliver and Support Certificate examination from PeopleCert/AXELOS. For students who had paid for certification examination(s), they will receive email instructions after the class period to allow them to book the relevant computer-based examination for their course. *Subjected to terms and conditions and schedule availability. The exam department cannot register for your examination if the voucher provided by the official vendor has expired. The instruction voucher or email instructions will not indicate the expiry date.
Who Should Attend
- Anyone who completed ITIL® 4 Foundation course and wants to continue their journey in service management
- IT operations managers
- Service desk managers
- ITSM managers or practitioners
- DevOps directors or managers
- IT consultants
- Service architect
- Infrastructure architect
- Problem manager
- Change manager
- Service level manager
- Software developer
- Product owners
- Project managers
What's In It for Me
- Learn to plan, build service value stream to create, deliver and support services
- Learn how relevant ITIL practices contribute to creation, delivery and support Service Value System and its components
- Learn how to continue to deliver innovative, reliable tech-enabled services to customer in competitive market
- Journey to attain ITIL® 4’s Managing Professional (MP) designation
Course Overview
This is a four-day course which offers the candidates with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services and relevant practices, methods and tools. It will cover service performance and will give candidates with an understanding of service quality and improvement methods. After completing the course, the candidates will be equipped with adequate knowledge to prepare themselves for the ITIL® 4 Specialist Create, Deliver and Support Certification examination. This is one of the core module to achieve ITIL® 4 Managing Professional (MP) designation.
Course Schedule
Next available schedule
Course Objectives
- Describe the basic concepts, principles, service value system components and practices acquired in ITIL 4 Foundation course. The learner will be able to better appreciate and apply in depth concepts and ITIL practices in the subsequent modules for creation, delivery and support services.
- Describe the key concepts and challenges relating communication, organization structures, collaborative teams, team capabilities and team culture across service value system. Explain how to plan and manage resources in the service value system.
- Describe the use and benefit of information and technology across the service value system.
- Describe the role of value streams in the service value system. Explain how value stream is able streamline organization flow of work and consideration when designing a value stream.
- Explain how to use a value stream to design develops and transition new service. Describe how some of the ITIL practices contribute to a value stream for new service.
- Explain how to use a value stream to provide user support. Describe how some of the ITIL practices contribute to a value stream for user support.
- Describe how to co-ordinate, prioritize and structure work and activities to create, deliver and support services. Describe the use of “shift-left approach to support service value system.
- Describe the various sourcing options and its consideration across service value system. Explain how organization can manage and integrate multiple suppliers in a value stream via service integration and management.
Course Outline
- Understand the concepts and challenges relating to the following across the service value system:
- Organization structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-oriented mindset
- Employee satisfaction management
- Value of positive communications
- Understand how to use a ‘shift left ‘ approach
- Know how to plan and manage resources in the service value system, including:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- Culture of continual improvement
- Understand the use and value of information and technology across the service value system, including:
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous integration and delivery/deployment (CI/CD)
- Information models
- Know how to use a value stream to design, develop and transition new services
- Know how the following 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
- Know how to use a value stream to provide user support
- Know how the following 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
- Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:
- Managing work as tickets
- Prioritizing work
- Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management
Certificate Obtained and Conferred by
- Letter of Completion from NTUC LearningHub
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Completion from NTUC LearningHub.
- Statement of Attainment (SOA) from SkillsFuture Singapore
After passing the assessment(s), participants will receive a SOA from SkillsFuture Singapore, certifying that they have achieved the following Competency Standard(s):- ICT-BIN-4038-1.1 Business Agility
- External Certification
The participant will be able to attempt the Official ITIL® 4 Specialist Create Deliver and Support Certification Examination after attending this course. The ITIL® 4 Specialist Create Deliver and Support (CDS) exam validates a candidate's knowledge and skills in effectively planning, building, testing, and delivering IT services, as well as supporting them throughout their lifecycle. Specifically, it assesses proficiency in implementing practices for service management, service value system, service value chain, and continual improvement in the context of IT service delivery and support. Passing this exam demonstrates competence in ITIL® 4 practices related to creating, delivering, and supporting IT services in alignment with organizational objectives and customer needs.
- ITIL4 Specialist: Create, Deliver, and Support Exam Fee:
The course fee does not include the ITIL4 Specialist: Create, Deliver, and Support certification exam fee which is priced at $150.00 (before GST) for trainees who attend and complete the ITIL4 Specialist: Create, Deliver, and Support course with NTUC LearningHub.
Please note that it is mandatory for participants attending this course to pay for the official certification exam before the commencement of the class.
For subsequent exam attempts, the exam voucher can be purchased at $724.85 (inclusive of 9% GST) from our Exam e-shop
*As of 01 February 2022, paper-based exams will no longer be offered by PeopleCert, the examination institute for ITIL®. All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7.
- ITIL4 Specialist: Create, Deliver, and Support Exam Fee:
You will be awarded with the following digital badge(s) upon ITIL4 Specialist: Create, Deliver, and Support Exam exams:
Additional Details
Medium of Instruction: English
Trainer to trainee ratio: 1:20
Mode of Delivery: Virtual Live Class (VLC) via Zoom or Physical class (F2F)
Courseware: Official PeopleCert ITIL ® 4 Specialist: Create, Deliver, and Support courseware
Price
Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$2,500.00 |
$2,725.00 |
$2,500.00 |
$2,725.00 |
$2,500.00 |
$2,725.00 |
For Singapore Citizens aged 39 and below |
$1,250.00 |
$1,475.00 |
$1,250.00 |
$1,475.00 |
$750.00 |
$975.00 |
For Singapore Citizens aged 40 years and above |
$750.00 |
$975.00 |
$750.00 |
$975.00 |
$750.00 |
$975.00 |
Funding Eligibility Criteria
Individual Sponsored Trainee |
Company Sponsored Trainee |
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Remarks
Individual Sponsored Trainee |
Company Sponsored Trainee |
SkillsFuture Credit:
PSEA:
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Absentee Payroll (AP) Funding:
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Terms & Conditions apply. NTUC LearningHub reserves the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
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