1

Organization, people and culture

• Organizational structure.
• Building effective teams.
• Developing team culture.
• Integrated/collaborative teams.
• Capabilities, roles, and skills of the team.
• Managing employee satisfaction.
• Shift Left approach. Planning and managing resources in the SVS.

2

Technologies and information

• Tools, integration and data sharing.
• Reporting and advanced analytics.
• Collaboration and workflow.
• Process automation.
• Artificial intelligence and machine learning.
• Continuous integration, delivery, and deployment (CI/CD).
• Value of an effective information model.

3

Value stream and developing a new service

• Value stream/value chain for a new service.
• Designing the service.
• Software development and management.
• Deployment management.
• Version management.
• Validating and testing the service.
• Activating the change.

4

Value stream model for restoration of a live service

• How to provide support.
• Service desk.
• Incident management.
• Problem management.
• Knowledge management.
• Service level manager.
• Monitoring and managing events.

5

Prioritizing and managing work

• Coordinating, ranking, and structuring work and activities.
• Managing work in the form of tickets and backlogs.
• Sourcing and construction considerations.
• Subcontractor considerations: Service integration and management (SIAM) options.

6

Preparing for and taking the ITIL® 4 CDS exam

• Review of the ITIL® 4 CDS program.
• Questions/answers between participant and trainer.
• Mock exam and group correction. Tips for the exam.