ITIL 4 Specialist Create, Deliver and Support

About course

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.

Audience profile

  • 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

Organisational benefit

  • 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

Individual Benefits

  • 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

Examination

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
    Service desk.
  • 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).

Prerequisites
The ITIL 4 Foundation certificate is the prerequisite for the ITIL 4 Specialist Create, Deliver & Support (CDS) training course.
Prereading
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.