The ITIL 4 Specialist Create, Deliver And Support (CDS) qualification will provide you with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It will also provide you with with an understanding of service performance, service quality and improvement methods. The ITIL 4 CDS course is an excellent introduction to how to manage the service value chain across the various ITIL lifecycle stages and understand how practices underpin service value streams.
- Professionals continuing their journey In IT Service Management (ITSM)
- ITSM Managers or aspiring ITSM Managers
- ITSM Practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-toend delivery
- Existing ITIL qualification holders like Project Managers wishing to develop their knowledge
At course completion
- Staff having the most up to date knowledge of ITIL Best Practice and how to apply it within your organisation
- Improved efficiencies
- More motivated staff
- Increased customer satisfaction and retention
- Understanding how to plan and build a service value stream to create, deliver and support services
- Knowing how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
- Knowing how to create, deliver and support services
Duration: 90 minutes, closed book
Number of questions: 40
Marks: Each question is worth 1 mark. There are 40 marks available.
There is no negative marking.
Pass mark: is 70% or higher – 28/40 marks or above
1. Understand how to plan and build a service value stream to create, deliver and support services.
1.1 Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure.
- Integrated/collaborative teams.
- Team capabilities, roles, competencies.
- Team culture and differences.
- Working to a customer-orientated mindset.
- Employee satisfaction management.
- The value of positive communications.
1.2 Understand how to use a ‘shift left’ approach.
1.3 Know how to plan and manage resources in the service value system:
- Team collaboration and integration.
- Workforce planning.
- Results based measuring and reporting.
- The culture of continual improvement.
1.4 Understand the use and value of information and technology across the service value system:
- Integrated service management toolsets.
- Integration and data sharing.
- Reporting and advanced analytics.
- Collaboration and workflow.
- Robotic process automation (RPA).
- Artificial intelligence and machine learning.
- Continuous integration and delivery/deployment (CI/CD).
- Information models.
2. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams.
2.1. Know how to use a value stream to design, develop and transition new services.
2.2 Know how the following ITIL practices contribute to a value stream for a new service
- Service design.
- Software development and Management.
- Deployment management.
- Release management.
- Service Validation and testing.
- Change Enablement.
2.3 Know how to use a value stream to provide user support.
2.4 Know how the following ITIL practices contribute to a value stream for user support
- Incident management.
- Problem management.
- Knowledge management.
- Service level management.
- Monitoring and event management.
3. Know how to create, deliver and support services.
3.1 Know how to co-ordinate, prioritise and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs.
- Prioritising work.
3.2 Understand the use and value of the following across the service value system:
- Buy vs build considerations.
- Sourcing options.
- Service integration and management (SIAM).
The ITIL 4 Foundation certificate is the prerequisite for the ITIL 4 Specialist Create, Deliver & Support (CDS) training course.
There is no pre-reading prior to attending the ITIL 4 Specialist CDS training course, however revision of your ITIL 4 Foundation level materials would be useful to re-enforce your existing level of knowledge of ITIL 4.