Many city landmarks offer panoramic views from their observation decks. From a high viewpoint, the distances between some buildings might appear closer or further apart than at first glance. Perspective is key and a necessary component for the successful delivery of mature technology-enabled services.

In service management, two vital elements for success are perspective and flexibility:

Perspective: understanding the overall picture of what a service does and how it is delivered. This involves a wide variety of skills, processes, knowledge, tools, and technologies to deliver business and customer value.

Flexibility: involves using the portfolio of tools and artefacts appropriately within complex environments. Service management is not a one-size-fits-all approach. The expectations around customer experience and business value cannot be met with a single and isolated view.

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL 4 Specialist: Create, Deliver and Support (CDS) course helps ITSM practitioners assimilate further into emerging ITIL 4 practices—specifically in the areas of the Service Value Stream and the use of the Value Stream, with a focus on the creation, delivery, and support of new services, and the provisioning of user support.

Relevant supporting ITIL practices to these value streams are examined. Team collaboration, integration, and organizational cultural aspects critical to the success of adopting value streams are discussed. The course also covers the management and prioritization of work through several techniques and examines the contribution of continual improvement.

This interactive course is essential to the development of modern-day technologists, ITSM practitioners, and leaders in modern IT organizations seeking innovation and delivering full value to the business.