Overview
This module covers the ‘core’ service management activities and expands the current scope of ITIL to include the ‘creation’ of services. It focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.
“Create, Deliver and Support” module provides IT practitioners with an understanding of service quality and improvement methods, enabling them to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.
ITIL 4 Specialist Create, Deliver and Support is aimed at individuals who are continuing their journey in service management, ITSM managers and ITSM practitioners managing the operation of IT-enabled and digital products and services, and those responsible for their end-to-end delivery, as well as holders of existing ITIL qualifications who wish to update and develop their knowledge further.
This specialist module is for IT practitioners and leaders who design and manage the delivery and support of IT-enabled digital products and services. CDS helps professionals who are responsible for service delivery, including development, deployment, and monitoring and support, and assuring that services are delivered and supported according to agreed levels.
ITIL®4 CDS will help you to:
- Improve existing processes
- Effectively manage IT teams
- Optimize value streams and workflows
- Align digital services with business strategy
- Improve how services are developed
- Integrate new technologies
- Embed Lean, Agile, DevOps ways of working.
ITIL®4 is an evolution from ITIL v3 and ITIL Edition 2011, providing a practical and flexible transition that allows organizations to adopt and adapt the new ways of working required by the modern digital world.
The ITIL®4 foundation was launched in 2019 and it brings ITIL up to date by revising many established ITSM practices and placing them in the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile and DevOps.
ITIL®4 Specialist: Create Deliver and Support (CDS) is one of the four modules which go together to make up the ITIL® Managing Professional learning path.
Why take this ITIL® 4 Create, Deliver & Support training?
This course not only teaches you how value streams can be built and managed holistically, but also how continuous improvement iterations and feedback loops can be included in value streams. The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing and ways of managing work.
What will you learn?
This course prepares candidates for the ITIL® 4 Create, Deliver & Support exam. After completing this course, candidates can demonstrate sufficient understanding of ITIL® 4 and apply it to the creation, delivery and support of services, as described in the syllabus. After passing the exam, candidates will be awarded the ITIL® 4 Create, Deliver and Support certificate. This certification is one of the prerequisites for the ITIL® 4 Managing Professional designation which assesses the candidate’s practical and technical knowledge of how to run successful, modern IT-enabled services, teams and workflows. The purpose of the ITIL® 4 Create, Deliver & Support course is:
- to provide the candidate with an understanding of how to integrate different value streams and activities;
- to teach the candidate to create, deliver and support IT-enabled products and services, and to apply relevant practices, methods and tools;
- to provide the candidate with an understanding of service performance, service quality and improvement methods.
Course approach
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the participants’ understanding of ITIL® 4. Participants who have completed this course, and have done some self-study, are suitably prepared to take the associated ITIL® 4 CDS exam.
Course material
Participants will receive an ITIL® CDS classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
Duration
16 hours (2 days)
Who should attend this ITIL® 4 Create, Deliver & Support training?
This course is aimed at individuals who are continuing their journey in service management, such as ITSM managers and aspiring ITSM managers, ITSM practitioners managing the operation of IT-enabled and digital products and services, and those responsible for their end-to-end delivery, as well as holders of existing ITIL qualifications who wish to develop their knowledge further.
About the exam and certification
The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL® 4 service management framework.
The ITIL®4 Specialist: Create Deliver and Support (CDS) certificate is awarded on successful completion of the exam.
The exam is closed book with forty (40) multiple choice questions. The pass grade is 70% (28 out of 40 questions).
The exam lasts 90 minutes.
Exam type: Web Proctored by PeopleCert.
Prerequisites
For this course, you are required to have obtained your ITIL® 4 Foundation certificate. Even if your ITIL® 4 Foundation certificate is expired, you can still do any higher level ITIL® 4 course from 1 World Training. Every successful pass of an Peoplecert exam that belongs under the same Suite, will renew the previous expired certificates to the renewal date of the most recent Axelos Peoplecert exam.
Example: Even if the ITIL® 4 Foundation certificate is expired, has a due renewal date (for instance 1st July 2023), the ITIL® 4 Foundation is still considered a valid prerequisite and will be extended to the renewal date of ITIL® Specialist: Create Deliver and Support, after successful acquisition of the latter.
Certification: On Passing Exam you become, ITIL® Specialist: Create Deliver and Support. View sample
* To be awarded the practice manager designation, a candidate must achieve ITIL® MP CDS certificate and ANY five practice-based certification, either individually or as ONE of the three pre-bundled course. these may include the ITAM and BRM extension modules or any practices from the practice manager track.
* ITIL® 4 Master will be awarded to candidates who achieve the practice Manager (PM), managing professional(PM) and strategic leader(SL) designations.
