Course Details

ITIL4 CDS Course Objective

ITIL4 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

Targeted Audience

ITIL 4 Specialist Create, Deliver, and Support is aimed at;

  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. 
  • IT/digital operational managers
  • Anyone responsible for IT / digital delivery, development, deployment, or monitoring and support
  • Anyone responsible for SLA delivery

Delivery Method

Online Training

  • Duration: 5 Days
  • Exam Simulation
  • Practice Test
  • Group Activity (Break-out Session) after each lesson
  • Access to additional References – Glossary/ Recommended Reading/ Syllabus
  • Material language will be in English

Exam & Certification

Exam Prerequisite

  • ITIL® Foundation Certificate in IT Service Management OR
    ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation

Exam Format

ITIL 4 Create, Deliver, and Support (CDS)

  • Objective testing
  • 40 questions, each worth 1 mark
  • 28 questions correct (70%) to pass the exam
  • 90 minutes
  • Closed Book

Course Outline

  • Components of ITIL V4
  • SVS - The Service Value Chain
  • SVS - The ITIL Practices
  • SVS - The ITIL Guiding Principles
  • SVS - Governance
  • SVS - Continual Improvement
  • ITIL 4 Foundation Recap

  • Organisations, People & Culture
  • Building Effective Teams
  • Developing Team Culture
  • Customer Orientation: Putting the Customer First
  • Positive Communication
  • Challenges

  • Integration & Data Sharing
  • Reporting & Advance Analytics
  • Collaboration & Workflow
  • Robotic Process Automation
  • Artifical Intelligence
  • Machine Learning
  • Contiguous Integration, Continuous Delivery & Continuous Deployment
  • The Value of an Effective Information Model
  • Anatomy of an Information Model
  • Automation of Service Management

  • ITIL Service Value Streams
  • Development of a New Service
  • Upgrade or Restoration of a Live Service
  • Using Value Streams to Define Minimum Viable Practice

  • Prioritizing & Managing Work
  • Shift-left Approach
  • Commercial & Sourcing Considerations
  • Defining Requirements for Service Components
  • Sourcing Models & Options
  • Service Integration & Management

  • Service Design
  • Software Development & Management
  • Deployment Management
  • Release Management
  • Service Validation & Testing
  • Change Enablement
  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring & Event Management

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