1.1 Organization and Culture
1.2 Organizational Structures
1.3 Case Study Example – Cross-Functional Teams
1.4 Servant Leadership and Guiding Principles
1.5 Team Culture
1.6 Activity – Team Culture
1.7 Continuous Improvement Culture
1.8 Case Study Example – Continuous Improvement Culture
1.9 Collaborative Culture
1.10 Customer-Oriented Mindset
1.11 Activity – Customer-Oriented Mindset
1.12 Positive Communication
1.13 Recapping Organization and Culture
1.14 Quiz

2.1 Effective Teams
2.2 Skills, Roles, and Competencies
2.3 Activity 1 – Capabilities, Roles, and Competencies
2.4 Workforce Planning
2.5 Activity 1 – Workforce Planning
2.6 Employee Satisfaction Management
2.7 Results-Based Measuring and Reporting
2.8 Recapping Effective Teams
2.9 Quiz

3.1 Information Technology to Create, Deliver and Support Services
3.2 Data Integration and Sharing
3.3 Advanced Reporting and Analytics
3.4 Big Data, Dashboards, and Reporting
3.5 Collaboration and Workflow
3.6 Robotic Process Automation (RPA)
3.7 Artificial Intelligence
3.8 AIOps and Machine Learning
3.9 Activity 1 – Artificial Intelligence and Machine Learning
3.10 CI/CD
3.11 Activity 1 – CI/CD
3.12 Information Model
3.13 Recapping ITIL4CDS – Information Technology to Create, Deliver and Support Services
3.14 Quiz

4.1 Value Streams
4.2 Anatomy of a Value Stream
4.3 Structure of an ITIL Service Value Stream
4.4 Designing a Value Stream
4.5 Value Stream Mapping
4.6 Recapping – Value Streams
4.7 Quiz

5.1 Value Stream to Create, Deliver and Support Services
5.2 Value Stream Model for Creation of a New Service
5.3 Step 1 – Acknowledge and Document Service Requirements
5.4 Step 2 – Evaluate Requirements and Decide Whether to Invest in the New Service
5.5 Step 3 – Design the New Service to Meet Customer Requirements
5.6 Step 4 – Build Service Components and Validate Them Against Business Needs
5.7 Step 5 – Modify Products and Services in Production
5.8 Step 6 – Release the New Service to Customers and Users
5.9 Activity 1 – Value Stream Model for Creation of a New Service
5.10 Activity 2 – Value Streams for Creation of a New Service
5.11 Recapping – Value Stream to Create, Deliver and Support Services
5.12 Quiz

6.1 Value Stream for User Support
6.2 Activity 1 – Value Stream Model for Restoration of a Live Service
6.3 Step 1 – Acknowledge and Register the User Query
6.4 Step 2 – Investigate the Query, Reclassify it as an Incident, and Attempt to Fix It
6.5 Step 3 – Obtain a Fix from the Specialist Team
6.6 Step 4 – Deploy the Fix
6.7 Step 5 – Verify that the Incident has been Resolved
6.8 Step 6 – Request Customer Feedback
6.9 Step 7 – Identify Opportunities for Improvement
6.10 Recapping – Value Stream for User Support
6.11 Quiz
6.12 Activity 1 – Value Streams to Modify an Existing Service

7.1 Prioritize and Manage Work
7.2 Managing Queues and Backlogs
7.3 Activity 1 – Managing Queues and Backlogs
7.4 Prioritizing Work
7.5 Swarming
7.6 Shift-Left Approach
7.7 Activity 1 – Shift-Left Approach
7.8 Recapping – Prioritize and Manage Work
7.9 Quiz

8.1 Commercial and Sourcing Considerations
8.2 Build or Buy
8.3 Activity 1 – Build or Buy
8.4 Sourcing Models
8.5 Service Integration and Management (SIAM)
8.6 Activity 1 – Service Integration and Management
8.7 Recapping – Commercial and Sourcing Considerations
8.8 Quiz
8.9 Activity 1 – Build or Buy
8.10 About the Exam