ITIL®4 SPECIALIST: CREATE, DELIVER, AND SUPPORT (CDS) (SF)

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 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.

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
	Individual Sponsored		Company Sponsored
			Non-SME		SME
	Before GST	After GST	Before GST	After GST	Before GST	After GST
Full Course Fee (For Foreigners and those not eligible for subsidies)	$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 and For all Singapore Permanent Residents (The minimum age for individual sponsored trainees is 21 years)	$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

Singapore Citizens or Singapore Permanent Residents From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses. Trainee must pass all prescribed tests / assessments and attain 100% competency. NTUC LearningHub reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria.

Singapore Citizens or Singapore Permanent Residents From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses. Trainee must pass all prescribed tests / assessments and attain 100% competency. NTUC LearningHub reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria.

Remarks

Individual Sponsored Trainee

Company Sponsored Trainee

SkillsFuture Credit: Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding. PSEA: To check for Post-Secondary Education Account (PSEA) eligibility for this course, visit: SkillsFuture (TGS-2022017630) for Virtual Learning Class (VLC) and Face-to-Face class Scroll down to "Keyword Tags" to verify for PSEA eligibility. If there is “PSEA” under keyword tags, the course is eligible for PSEA.   And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.  Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding: $4.50 per hour, capped at $100,000 per enterprise per calendar year. AP funding will be computed based on the actual number of training hours attended by the trainee. Note: Courses / Modules under Professional Conversion Programme (PCP) will not be eligible for AP funding claim.

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.