ITILCenter

ITIL 4 Specialist: Create, Deliver and Support (CDS)

21 hours
  • 5 lessons (6 hours of video)
  • Downloadable pdf documents
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras:
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
21 hours
  • Pdf course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
ITIL 4 Specialist: Create, Deliver and Support (CDS)

If you already obtained ITIL 4 Foundation certificate and you got experience in IT Service Management, then you may be interested in deepening your knowledge of the core service management activities and boost your career. ITIL 4 Specialist: Create, Deliver and Support courses prepare you to pass ITIL 4 CDS certification exam and obtain an ITIL 4 higher-level certification.

ITIL 4 Specialist: Create, Deliver certification is one of the four advanced ITIL 4 Managing Professional modules, and it focuses on the creation of services. By attending these ITIL courses, you will learn how to create services that meet customer needs, deliver those services to customers, and support those services with an appropriate level of service quality.
It focuses on integrating different value streams and activities to create, deliver, and support IT-enabled products and services, while also covering supporting practices, methodologies, and tools.

ITIL 4 Specialist: Create, Deliver and Support course has been designed with a focus on real-world scenarios, hands-on activities and practical exercises to ensure that students develop their knowledge of concepts. This training course also includes mock exams for real-time practice with questions similar to those included in the official exam.

Are you afraid of language barriers? Our ITIL 4 Specialist: Create, Deliver and Support certification training courses are available in English, Spanish and French.

Discover ITIL 4 Specialist: Create, Deliver and Support courses and related ITIL certification offered by ITILCenter powered by iLEARN

Training Options
Self-Paced Learning
  • 5 lessons (6 hours of video)
  • Downloadable pdf documents
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras:
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
Virtual Classroom
  • Pdf course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
Classroom
  • Paper course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format

After attending this ITIL course, students will learn:

  • How to plan and structure service value streams to create, deliver and support services
  • How relevant ITIL practices help build, deploy and support across SVS and value streams
  • How to build, deploy and support services
  • IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation
  • Responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery

ITIL 4 Specialist: Create, Deliver and Support exams are taken online via PeopleCert remote Proctor. You will receive via email a voucher code valid for 12 months, to be used to book your exam date and time autonomously, following detailed instructions you will receive.

  • Duration of 90 minutes (105 minutes for candidates taking the ITIL CDS exam in a language other than their native)
  • Closed book
  • 40 multiple choice questions
  • Passing score: 28/40 marks - 70%
  • Exam languages: English, French, Spanish, Chinese, German

You can add a second attempt to your exam voucher by purchasing the extra option PeopleCert Take2.

In order to access ITIL® 4 Create, Deliver and Support course and exam, candidates must:

  • Have obtained ITIL® 4 Foundation certification
  • Have attended the related accredited training course
  • Introduction to the course
  • Lesson 1 – Organization, management & planning for CDS
    • Organizational structures
    • Team roles & competencies
    • Team culture
    • Customer orientation
    • Workforce planning
    • Employee satisfaction management
    • Results-based measurement
    • Positive communication
  • Lesson 2 - Information, Technology & the SVS
    • Integration & data sharing
    • Reporting & advanced analytics
    • Collaboration & workflow
    • Robotic process automation
    • Artificial intelligence & machine learning
    • Continuous integration, delivery & deployment
    • Information models
    • Integrated service management tool sets
  • Lesson 3 - Developing a new service; Value stream & Practices
    • Overview of practices
    • Service design practice
    • Software development & management practice
    • Deployment management practice
    • Release management practice
    • Service validation & testing practice
    • Change enablement practice
    • Overview of value streams
    • Value stream for a new service
  • Lesson 4 - Supporting a live service; Value stream & Practices
    • User support
    • Service desk practice
    • Incident management practice
    • Monitoring & even management practice
    • Problem management practice
    • Knowledge management practice
    • Service level management practice
    • Value stream for user support
  • Lesson 5 - Techniques & options for CDS
    • Managing queues & backlogs
    • Prioritization
    • Shift left
    • Sourcing options
  • ITIL 4 CDS provides tools and best practices to drive the creation and delivery of optimized IT support services and help organizations thrive in a competitive marketplace
  • ITIL 4 CDS practitioners understand and pursue optimized service quality in environments of continuous improvement, leading to ongoing enhancements even for existing services
  • ITIL 4 CDS creates a holistic understanding of how a business uses technology across the service value system
  • ITIL 4 CDS helps managers to have a clear understanding of team and organizational capabilities, roles and cultures, enhancing management as strategic decision making.
  • ITIL 4 CDS is one of the four ITIL 4 Managing Professional modules. By completing all the modules, candidates will obtain ITIL Managing Professional qualification. This will help to gain recognition and enhance the career.
  • Our ITIL 4 CDS courses include exercises and mock exams to help students preparing for their exam.
  • Our ITIL courses are fully accredited by PeopleCert on behalf of AXELOS.
  • iLEARN also offers a series of free courses to choose from for each purchase you make.
  • Our ITIL 4 CDS courses are available in English, French, Spanish.
  • We offer a wide range of course delivery options to suit your needs: online self-paced courses, onsite courses, virtual live courses, blended courses, corporate training, live coaching.
Frequently Asked Questions

Yes, ITIL courses available on ITIL Center are provided by iLEARN - Innovative Learning, an Accredited Training Organization (ATO) of PeopleCert. Courses provided by an ATO are officially accredited and created using the official PeopleCert material.

Yes, ITIL 4 certificates should be renewed within three years from the award date.Learn more on how to renew ITIL certificates.

Yes, all ITIL courses on ITILCenter include the official examination in their fee.

ITIL official manuals (PeopleCert official core guidance eBooks) in digital format are bundled with any ITIL exam you will purchase.To access the manual in digital format, you'll just have to register your voucher code on PeopleCert portal. It is also possible to request the hard copy version for an additional fee.

The first and mandatory level of ITIL 4 certification scheme is ITIL 4 Foundation.After achieving the Foundation level you will be able to proceed with any of the ITIL Managing Professional or Strategic Leader module, according to your professional needs.

On the first day of your course you will receive an ITIL voucher code along with the instructions to book the official exam.

For ITIL courses in eLearning modality, you can access the material for 30, 120 or 180 days, according to the package you will purchase.

On the first day of your course you will receive a voucher code valid 12 months from issue date.You will be able to book and take your ITIL exam during this 12-months period.

All ITIL courses and exams include one exam attempt.By the way, during the purchase you can add Take2 option to your exam voucher. Take2 option will provide you with a second exam voucher valid 6 months in case of failure of the first attempt.

ITIL courses are available in English, French, Spanish, Italian, and more languages to come.

All our ITIL courses are available in different modalities: eLearning, virtual classroom and in classroom.

ITIL (IT Infrastructure Library) is an IT Service Management framework, owned by AXELOS, that defines best practices for delivering IT services.

ITILCenter is the portal for ITIL training and certification, powered by iLEARN – Innovative Learning, a PeopleCert Accredited Training Organization (ATO).

Yes, candidates must own an ITIL 4 Foundation certificate.

Yes, all ITIL 4 Specialist: Create, Deliver and Support courses on ITILCenter include the official examination in their fee.

ITIL 4 CDS official manual (PeopleCert official core guidance eBooks) in digital format is bundled with any ITIL 4 Specialist: Create, Deliver and Support exam you will purchase.To access the manual in digital format, you'll just have to register your voucher code on PeopleCert portal. It is also possibile to request the hard copy version for an additional fee.

Yes, ITIL 4 Specialist: Create, Deliver and Support certificate should be renewed within three years from the award date.Learn more on how to renew ITIL certificates.

ITIL 4 CDS courses and exams include one exam attempt.By the way, during the purchase you can add Take2 option to your exam voucher. Take2 option will provide you with a second exam voucher valid 6 months in case of failure of the first attempt.

ITIL 4 Specialist: Create, Deliver and Support exam is available in English, French, Spanish, Chinese, German, Japanese.

ITIL 4 Foundation training at the moment is available in English, Spanish and French. 

ITIL 4 CDS courses include two official sample papers.

ITIL 4 Specialist: Create, Deliver and Support (CDS) related courses

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ITIL 4 MP Training Bundle

Managing Professional Bundle

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