ITIL 4 Specialist Create, Deliver and Support (CDS) + Prüfungsvorbereitung & Examen

ITIL 4 Specialist Create, Deliver and Support (CDS) ist Pflichtmodul des ITIL 4 Managing Professional Path. Fokus auf die Service Value Streams für die Erstellung, Lieferung und Unterstützung von Services — das operative Herz moderner ITSM-Organisationen. Themen: 1. Planning and Building Services — Value Stream Mapping als Methode (8 Wastes nach Lean: Defects, Overproduction, Waiting, Non-Utilized Talent, Transportation, Inventory, Motion, Extra-Processing). Service Design Thinking (Personas, Customer Journey, Service Blueprinting). Service Modeling. 2. Performance Excellence — Operational Excellence Frameworks (Lean Six Sigma, Theory of Constraints), Continuous Improvement-Kultur. 3. ITSM-Tools — Tool-Auswahl-Kriterien (Functional Fit, TCO, Cloud vs. On-Premises, Integrations-Ökosystem). Marktüberblick (ServiceNow als Marktführer Enterprise, Atlassian Jira Service Management für Mid-Market und Tech, Microsoft Endpoint Configuration Manager/Intune für Microsoft-Shops, BMC Helix, Ivanti, Cherwell, Freshservice für KMU). ITSM-Tool-Komponenten (Service Catalog, Incident Management, Problem Management, Change Management, CMDB Configuration Management Database, Knowledge Base, Self-Service Portal, Chatbots/Virtual Agents mit AI-Augmentation, Workflow Engine, Reporting/Dashboards). 4. Service Integration and Management (SIAM) — Multi-Sourcing-Modelle (Internal IT + mehrere externe Provider), SIAM Governance, Provider-übergreifende Service-Levels. 5. Shift-Left-Strategien — Self-Service-Portale, Knowledge Articles als FAQ, Chatbots für L1-Tickets, Automation mit RPA und AI. ROI von Shift-Left (kostengünstiger pro Ticket, schnellere Resolution). 6. Workflow Optimization — Standard Changes (vorab genehmigte, low-risk), Pre-Approved Workflows, Automation-Targets (z.B. Password-Reset, Software-Provisioning). 7. Tooling für Continuous Delivery — CI/CD-Pipelines mit Quality Gates, Automated Testing, Deployment Strategies (Blue-Green, Canary, Rolling). 8. People und Culture — Team Topologies nach Skelton/Pais (Stream-Aligned, Platform, Enabling, Complicated-Subsystem Teams), Psychological Safety, DevOps-Cultural-Shift. 9. ITIL-Practices in CDS — Service Desk, Incident Management, Problem Management, Change Enablement, Release Management, Deployment Management, Service Configuration Management, Service Validation and Testing, Monitoring and Event Management, Service Continuity Management. Examen: 40 Multiple-Choice + Szenario-Fragen, 90 Minuten, 70% Pass. Voraussetzung: ITIL 4 Foundation. CDS ist eines von 4 MP-Modulen (CDS, DSV, HVIT, DPI).