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ITIL® 4 Specialist: Create, Deliver and Support Certification


This module covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services.




ITIL Managing Professional - ITIL Specialist: Create, Deliver and Support

ITIL Managing Professional - ITIL Specialist: Create, Deliver and Support The ITIL Specialist: Create, Deliver and Support module is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities.

The course will help you to:


Examination Format



Course Details

1. Understand the Concepts and Challenges Across the Service Value System

  • Organisational Structures
  • Employee Satisfaction
  • Building Effective Teams – Roles and Competencies
  • Professional IT and Service Management Skills and Competencies
  • Generalist or ‘T-shaped’ Models
  • Developing a Broad Set of Competencies
  • Developing Team Culture – What is Team Culture?
  • What does Cultural Fit Mean and Why is it so Important?
  • How to Develop and Nurture Good Team Culture?
  • A Continual Improvement Culture
  • Align with the Type of Work
  • Learn Through Collaboration
  • Servant Leadership
  • Customer Orientation: Putting the Customer First
  • Customer Experience
  • Positive Communication
  • Communication Principles

  • Shift-Left Approach
  • Building a Shift-Left Approach

  • Workforce Planning and Management
  • Results-Based Measuring and Reporting
  • Results-Based Approach
  • Challenges

  • Integration and Data Sharing
  • Integration Topologies
  • Integration Approaches
  • Reporting and Advanced Analytics
  • Data Analytics
  • Big Data
  • Collaboration and Workflow
  • Tools and Capabilities
  • Robotic Process Automation
  • RPA Technologies
  • Artificial Intelligence
  • Architectural Considerations
  • Application and Value
  • Machine Learning
  • Supervised Learning
  • Benefits and Limitations of Machine Learning
  • Continuous Integration, Continuous Delivery and Continuous Deployment (CI/CD)
  • Goals and Value Measurement
  • CI/CD Pipeline
  • Aligning CI/CD with ITIL
  • How Would ITIL Deploy a Change?
  • CI/CD Does Not Suit Every Situation
  • Value of an Effective Information Model
  • Anatomy of an Information Model
  • Integrated Service Management Toolsets

  • Value Streams to Create, Deliver and Support Services
  • ITIL Service Value Streams
  • Structure of an ITIL Service Value Stream
  • Value Streams and Organisations
  • Value Stream Considerations
  • Designing a Service Value Stream
  • Describing a Step of a Value Stream
  • Value Stream Mapping
  • Key Metrics When Analysing a Value Stream
  • Process Timing
  • Simple Representation of a Value Stream
  • Complex Representation of a Value Stream
  • Model Value Streams for Creation, Delivery, and Support
  • Development of a New Service
  • Design Considerations
  • Journey from Demand to Value
  • Development of a New Service
  • Demand and Value
  • Step 1: Acknowledge and Document the Service Requirements
  • Step 2: Decide Whether to Invest in the New Service
  • Step 3: Design and Architect the New Service to Meet Customer Requirements
  • Step 4: Build, Configure, or Buy Service Components
  • Step 5: Deploy Service Components in Preparation for Launch
  • Step 6: Deliver and Support Within the Service Value Chain

  • Service Design
  • Software Development and Management
  • Deployment Management
  • Release Management
  • Service Validation and Testing
  • Change Enablement

  • Restoration of a Live Service
  • Design Considerations
  • Demand and Value
  • Journey from Demand to Value
  • Restoration of a Live Service
  • Step 1: Acknowledge and Register the User Query
  • Step 2: Investigate the Query, Reclassify it as an Incident, and Attempt to Fix it
  • Step 3: Obtain a Fix from the Specialist Team
  • Step 4: Deploy the Fix
  • Step 5: Verify that the Incident has been Resolved
  • Step 6: Request Feedback from the User
  • Step 7: Identify Opportunities to Improve the Overall System

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

  • Why Do We Need to Prioritise Work?
  • Managing Work as Tickets
  • Prioritisation and Demand Management
  • How to Prioritise Work?
  • Swarming
  • Commercial and Sourcing Considerations
  • Build or Buy’ Considerations
  • Commodification
  • Defining Requirements for Service Components
  • Selecting a Suitable Vendor
  • Sourcing Options and Models
  • Outsourcing Considerations
  • Service Integration and Management


Fees Structure : 12500 INR / 150 USD
Total No of Class : 48 Video Class
Class Duration : 52:30 Working Hours
Download Feature : Download Avalable
Technical Support : Call / Whatsapp : +91 8680961847
Working Hours : Monday to Firday 9 AM to 6 PM
Payment Mode : Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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Fees Structure : 18500 INR / 220 USD
Class Duration : 45 Days
Class Recording : Live Class Recording available
Class Time : Monday to Firday 1.5 hours per day / Weekend 3 Hours per day
Technical Support : Call / Whatsapp : +91 8680961847
Working Hours : Monday to Firday 9 AM to 6 PM
Payment Mode : Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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