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

Awarded SF Statement of Attainment (SOA)

Upon completion of the course and assessment, students will also be awarded with this SF SOA:

ICT-BIN-4038-1.1 Business Agility

Official ITIL® 4 Specialist Create Deliver and Support Certification Examination .After students pass the exam, they will receive an ITIL® 4 Specialist Create, Deliver and Support Certificate from PeopleCert/AXELOS.

Certificate of Completion from NTUC LearningHub

Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.

Additional Details

Medium of Instruction: English
Trainer: Trainee ratio is 1:20

Price:

Course Fee and Government Subsidies
	Individual Sponsored		Company Sponsored
			Non-SME		SME
	Before GST	With GST	Before GST	With GST	Before GST	With 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 years and below and For all Singapore Permanent Residents (The minimum age for individual sponsored trainees is 21 years)	$750.00	$817.50	$750.00	$817.50	$250.00	$317.50
For Singapore Citizens aged 40 years and above	$250.00	$317.50	$250.00	$317.50	$250.00	$317.50

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 commencement of the class. 

For subsequent exam attempts, the exam voucher can be purchased at the full fee 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.

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 achieve at least 75% attendance 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 achieve at least 75% attendance 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 UTAP: NTUC Members can enjoy up to 50% funding (capped at $250 per year) under Union Training Assistance Programme (UTAP)	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 and conditions apply. NTUC LearningHub reserve 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.