ITIL® Specialist - Create, Deliver & Support (CDS) Course

Course Duration - 3 Days

Delivering services that equally meet consumer demand while remaining stable and reliable has become even more critical with the speed of IT change today.

Every service organization needs to create, deliver and support services and understand the skills and competencies that requires.

The ITIL® 4 Specialist Create, Deliver and Support (CDS) 3 day course further explores the concepts introduced in ITIL 4 Foundation, while talking about challenges that modern enterprises face from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.

ITIL Training

ITIL 4 Create, Deliver and Support (CDS) is focused on different ways of using service management and ITIL practices in different contexts.

The nuts and bolts for how to do service management are contained in CDS and are defined as a "practical and holistic approach to the creation/management of services: delivering innovative and reliable tech-enabled services to customers". In other words, this is the 'engine room' of the IT and digital function.

But, most importantly, it helps to design, manage and improve end-to-end value streams, including those for development and delivery of new and changed products and services. The holistic value streams help to avoid over-focussing on only some parts of the product or service lifecycle. They enable the key guiding principles of ITIL: focus on value and think and work holistically.

CDS is not about technical aspects of IT service management. Instead, it takes a higher-level view of what needs to happen across all four dimensions of service management to create and manage effective and streamlined services. Accordingly, CDS is geared towards the needs of more experienced ITIL practitioners (for example, team leads, managers, and consultants) responsible for the design, development, delivery and support of IT-enabled and digital products and services.

Pre-requisites
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

The course covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL's new service value system (SVS) business model:
 

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or are responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

Roles include:

  • Service Desk Directors/Managers;
  • IT Infrastructure & Support Directors/Managers;
  • Problem, Change, and Release Managers;
  • DevOps Directors/Managers;
  • Continual Improvement Program/Project Directors/Managers;
  • Senior Service & Support Analysts;
  • Process/Practice Owners &
  • Service Level Management Directors/Managers.
     

Pre-requisites
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

During this period HDAA will be holding all training Virtually
 

On-Line Computer-based Training

Coming Soon

 

Virtual Instructor-Led Classroom

These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours for two days.
  • Ask questions and interact with the instructor and other attendees.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

Classroom Public Training

Facilitated by an HDAA qualified trainer, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

On-Site Training / Dedicated Virtual Instructor-Led Training

HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.

Focus on your organization's key issues and pain points. Save money. With groups of six or more, this option can be very cost effective.

 On-site Training enquiry.

No dates available contact HDAA to register your interest.

ONLINE COURSE COMING SOON

WHY CHOOSE US

  • We have Trained more than 7000+ participants
  • Accredited HDI and PeopleCert Training Organisation
  • Trained 100's of Australian Government & Private Organisations
  • Train Anywhere, Anytime with On-Line Self Paced Course Options
  • Certification recognised worldwide
  • Professional Trainers with Industry Experience
  • We have over 20 Years of Training Delivery Experience
  • The Latest Vendor Approved In-depth Course Content

The ITIL certification exam voucher is included in the price of all training purchased directly from HDAA.

On completing the course attendees will receive an exam voucher which they can use to book an online exam.

About Your Exam

  • For this certification you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course and to take the exam.

  • The exam is administered by PeopleCert.

  • The exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body. Participants are provided with an exam voucher so they can schedule the exam at their convenience on any date after completion of the course.

  • A passing mark of 70% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.

  • You will attain 18 professional development units (PDUs) for Project Managers.

PLEASE NOTE:

The ITIL Certification Exam is included in all HDAA's ITIL training pricing.
 

How long do I have to complete my course?

Once your course is activated (usually within 1 business day of receipt of payment), you have access to the learning portal for 12 months. You can access the course as many times as you'd like in that 12-month period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.

What are the systems requirements for taking an online course?

You'll need a continuous Internet connection and a browser that has Flash enabled.

How can I get a copy of the standards?

In the conclusion module of the training course, you'll be able to download the standard so you can study it. (No, reallystudy it.)

Can I retake my exam if I don't pass?

Yes. Each retake costs $115.50 AUD. You may purchase as many retakes as you need. You don't have to wait a "blackout period" to purchase a retake, but do keep in mind that it does take up to one business day for the retake to be activated in the system.

Can I extend my course or exam?

Yes. You may purchase a six month extension of your course for $80.00 AUD.  The expriry on your exam voucher can also be extended for 6 months, the cost of this extension is $55. Exam voucher extensions must be requested prior to there expiry date

What is included with my on-line course registration?

All course prices include the online training course and certification exam. 

What is the cancellation policy for on-line courses?

Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

Who do I contact if I need support?

If you require support you can contact HDAA, ph: 1300 130 447
 

Public, Virtual and Onsite Course Cancellation & Transfer Policy

Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.

Clients cancelling their public or virtual course registration with less than three weeks' notice will not be entitled to a refund.

No shows on public and virtual courses will pay full course rates.

Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.

Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.

Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.

Attendee name changes will be accepted up to the day prior to the course start date.

In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.

In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.

HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:

  • To participate at a revised date specified by HDAA; or
  • A refund or
  • A credit to that amount for future HDAA training.

To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.

On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

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