Training & Certifications

ITIL® 4 Specialist : Create, Deliver and Support

The ITIL® 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate 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.

The ITIL® 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL® 4 to the creation, delivery, and support of services, as described in the syllabus below, to be awarded the ITIL® 4 Create, Deliver and Support qualification. The ITIL® 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL® 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern, IT enabled services, teams and workflows.

Program Objectives

By the end of the program, participants will be able 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, and DevOps ways of working

Duration

This program is a 4-day intensive training class.

Target Audience

The ITIL® Specialist: Create, Deliver and Support module is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities.

Examination Format

  • 40 questions
  • Multiple choice
  • 28 out of 40 marks required to pass (70%)
  • 90 minutes
  • Closed book.

Award

Participants who successfully passed the exam will be awarded with ITIL® Specialist: Create, Deliver and Support certification from AXELOS.

Award

Participants who successfully passed the exam will be awarded with ITIL® Specialist: Create, Deliver and Support certification from AXELOS.

Program Modules

Module 1: Understand How to Plan and Build a Service Value Stream to Create, Deliver and Support Services

  1. Understand the concepts and challenges relating to the following across the service value system:

    • Organizational structure
    • Integrated/collaborative teams
    • Team capabilities, roles and competencies
    • Team culture and differences
    • Working to a customer-orientated mindset
    • Employee satisfaction management
    • The value of positive communications

  2. Understand how to use a ‘shift-left’ approach

    Know how to plan and manage resources in the service value system, including:

    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
    • The culture of continual improvement

  3. Understand the use and value of information and technology across the service value system, including:

    • 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

Module 2: Know How Relevant ITIL® Practices Contribute to Creation, Delivery, and Support Across the SVS and Value Streams

  1. Know how to use a value stream to design, develop and transition new services

    Know how the following ITIL® practices contribute to a value stream for a new service, and the following references from the practice guidance:

    • Service design
    • Software development and management
    • Deployment management
    • Release management
    • Service validation and testing
    • Change enablement

  2. Know how to use a value stream to provide user support

    Know how the following ITIL® practices contribute to a value stream for user support, and the following references from the practice guidance:

    • Service desk
    • Incident management
    • Problem management
    • Knowledge management
    • Service level management
    • Monitoring and event management

Module 3: Know How to Create, Deliver, and Support Services

  1. Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:

    • Managing work as tickets
    • Prioritizing work

  2. Understand the use and value of the following across the service value system:

    • Buy vs build considerations
    • Sourcing options
    • Service integration and management

Disclaimer: ITIL® is a registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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