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ITIL® 4 Specialist: Create, Deliver, and Support - ITIL 4 CDS Online Course

ITIL4 Specialist: Create, Deliver, and Support (CDS) certification course is accredited by PeopleCert on behalf of AXELOS. It’s an advanced level certification that empowers you to deliver the best IT services to your customers, by learning deeply the key service management activities and optimization methods.

This course guides you to create, deliver, and support IT services and products professionally, as you’ll get a clear grasp of mainstreaming different values, tools, and activities flows.

Technically, this training path provides you with must-have knowledge that enables you to successfully manage the team, workflows, and IT-enabled services.

Bakkah learning introduction

5 Days


20 Hours

Nearest Session

14 Jul 2024



This course includes:

  • Interactive Training Method
  • 100+ Practice Questions
  • Certified Trainer
  • Convenient Delivery Option
  • 24/7 Learner Support
  • Content Designed by Industry Experts
  • One Year Subscription

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What to Expect From This Course

Who Needs this Course

Skills & Competencies

Delivery Method

Exam Details

What is ITIL4 CDS?

ITIL4 CDS is a part of the ITIL4 framework, the comprehensive approach to IT services management (ITSM) globally endorsed as an IT services management standard that individuals and organizations apply for managing and delivering IT services.

ITIL4 CDS certification is designated for end-to-end managing, delivery, and supporting IT-enabled products or services, by applying the best practices and utilizing the latest tools.

What to Expect from This ITIL4 CDS Course

ITIL4 specialist: create, deliver, and support online training aimed at:

1- Understanding ITIL4 Foundations

With the ITIL4 CDS certification course, you’ll comprehend the key concepts, principles, practices, and components of the ITIL4 framework.

2- Applying Information and Technology Techniques Professionally

You’ll identify a wide range of information and technology techniques that help you to create, deliver, and support IT-enabled services or products actively—these techniques such as machine learning, integration and data sharing, and robotic process automation.

3- Mastering ITIL4 Practices

This certification provides you with the best practices you need to apply to create, deliver, and support IT-enabled services or products such as deployment management, release management, software development and management.

4- Applying Value Streams Effectively

The course guides you on how to implement a value stream to create, deliver, and support IT-enabled services that promote continuous improvement, customer satisfaction, collaboration and communication between teams, and reduce costs.


Who Needs this ITIL4 Specialist: Create, Deliver, and Support Certification?

ITIL 4 Specialist Create, Deliver, and Support is geared for:

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

What are the Acquired Skills from this ITIL4 CDS Training?

ITIL4 CDS course provides trainees with a set of must-have skills for IT service management, including:

  • Planning service value streams.
  • Resources management.
  • Integrating ITIL value flows to support IT services.
  • Communication with stakeholders.
  • Continuous improvement.
  • Adaptability to different work methods and new technologies.
  • Problem-solving.
  • Collaboration and communication with the team.
  • Running IT services.
  • Decision-making.
  • Designing and releasing IT services.
  • Managing IT Risks.
  • Applying IT governance frameworks.
  • Change management.
  • Team management.

ITIL 4 Specialist Create Deliver and Support Online Course

ITIL4 CDS online training that is offered by Bakkah covers as follows:

  • Duration: 5 Days.
  • Exam Simulation.
  • ITIL 4 Specialist: Create, Deliver, and Support Practice Exam.
  • Group Activity (Break-out Session) after each lesson.
  • Access to additional References – Glossary/ Recommended Reading/ Syllabus.
  • The material language will be English.

To be well-prepared for the ITIL4 exam, you must check out first its requirements and details of its format:

ITIL 4 CDS Certification Exam Prerequisite

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

ITIL® 4 CDS Exam Questions Format

ITIL 4 Create, Deliver, and Support (CDS)

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

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


Generally Yes. But you always get confirmation of the session's date one week before the selected date, and based on that, communication is established with the registered participants.

You need to be a My AXELOS subscriber to apply for a digital badge for ITIL4 certification.




No, for the exam the ITIL 4 Foundation is a pre-requisite.


Yes, accredited by PeopleCert on behalf of Axelos.




The course Is only available in Online.


No, but you have the option to add exam voucher to your registration.


90 minutes

  • English
  • French
  • German
  • Spanish

Exam results will be announced within 2 business days after the candidate’s answers are officially submitted to us by the exam supervisor. In case you have received an email from PeopleCert informing you that there are pending actions from your side, please make sure that you complete the actions for the exam results to be issued.

  • Yes, you can retake it. PeopleCert offers the Take2exam re-sit service at an affordable price
  • You can purchase it along with the exam.
  • If you succeeded, TAKE2 fees is nonrefundable.
  • If you failed, you could take another chance using TAKE2

Rescheduling an online exam up to 48 hours before its start time is free. For more details about exam scheduling and rescheduling, please review PeopleCert's FAQs


Yes, you can get your hard copy Certificate. You need to order your hard copies through the PeopleCert Account with standard or courier delivery.


The dispatch and delivery times are below:

Standard Delivery (dispatched within 3-5 business days)

  • 4-6 weeks - Europe
  • 6-8 weeks - Rest of the world (exc. Europe)

Courier Delivery (dispatched within 1-2 business days)

  • Delivered in up to 5 business days

Bakkah has an array of certified practitioners with several years of teaching.






Online classes are delivered using our Learning Management System (LMS). We provide access to pre-course reading, pre-post assessment, chapter exercises, practice test, case studies and to additional references Glossary/Recommended Reading in our LMS.


Yes, there are group activities after each lesson where you can interact with other online students.


Yes. All candidates who acquired PeopleCert’s certifications will need to renew them within three years of their original certificate dates.  

Please check the examples listed below: 

  • If certified before 30 June 2020: your certification will be valid until 1 July 2023 to renew your certificate, regardless of the original acquired date. 
  • If certified after June 2020: your certification(s) shall be renewed within 3 years of the original acquired date. 

From 15 January 2023, you have renewal paths available as listed below: 

  • Retake the same exam: you can renew your certification by re-taking your original exam before the renewal date. 
  • Take further courses and certifications: you can renew your certification by attending another course and taking an exam within the same product package before the renewal date. 

Please note that candidates who do not renew their certifications will still be included on the Successful Candidates Register (SCR) and the Candidate Verification Service (CVS). 

However, a note will be added to their record to indicate that their certification needs to be renewed to align with current certification requirements. 


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