Module 1: The concepts and challenges relating to the following across the service value system:

·        Organisational structure

·        Integrated/collaborative teams

·        Team capabilities, roles, competencies

·        Team culture and differences

·        Working to a customer-orientated mindset

·        Employee satisfaction management

·        The value of positive communications

 Module 2: How to use a ‘shift left’ approach

Module 1: The concepts and challenges relating to the following across the service value system:

·        Organisational structure

·        Integrated/collaborative teams

·        Team capabilities, roles, competencies

·        Team culture and differences

·        Working to a customer-orientated mindset

·        Employee satisfaction management

·        The value of positive communications

 Module 2: How to use a ‘shift left’ approach

Module 5: How to use a value stream to design, develop and transition new services

 

Module 6: 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

Module 7: How to use a value stream to provide user support

Module 8: 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

 

Module 9: How to co-ordinate, prioritize and structure work and activities to create deliver and support services, including

·        Managing queues and backlogs

 

·        Prioritizing work

Module 10: The use and value of the following across the service value system

·        Buy vs build considerations

·        Sourcing options

·        Service integration and management (SIAM) 

 

 

ITIL 4 Specialist: Create, Deliver and Support (CDS) exam format:

 

·        Question Type: Multiple Choice

·        Total Questions: 40

·        Pass Mark: 28 out of 40 marks required to pass (70%)

·        Duration: 90 minutes

·        Open Book: No, this is a closed book exam