Course curriculum

  • 1

    ITIL® 4 CDS Module 0: Welcome and Introduction

  • 2

    ITIL® 4 CDS Module 1: Planning and Building Service Value Streams for CDS

    • Organizational structure and collaborative teams

    • Roles, competencies and culture

    • Mindset, measurement and employee satisfaction

    • Communication, shift-left, good team culture

    • Workforce planning and management, results-based measurement and reporting

    • Use and value of IT across the SVS
  • 3

    ITIL® 4 CDS Module 2: How ITIL Practices Contribute to CDS

    • Value streams to design, develop and transition new services

    • How practices contribute to a new service value stream

    • How to use a value stream for user support

    • How practices contribute to a user support value stream
  • 4

    ITIL® 4 CDS Module 3: How to Create, Deliver and Support Services

    • Managing queues and backlogs, prioritizing work

    • Buy versus build, sourcing options, and service integration and management (SIAM)

  • 5

    ITIL® 4 CDS Module 4: Summary and Exam Prep

    • Summary and exam prep
  • 6

    Course resources

    • Course resources