ITIL® 4 Specialist: Create, Deliver, and Support Training

This ITIL 4 Specialist: Create, Deliver, and Support (CDS) course covers the ‘core’ service management activities and 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 while also covering supporting practices, methods, and tools and an understanding of service quality and improvement methods.

ITIL® 4 Specialist: Create, Deliver, and Support Training Delivery Methods

In-Person

Online

ITIL® 4 Specialist: Create, Deliver, and Support Training Course Information

ITIL® 4 Specialist: Create, Deliver, and Support Training Course Benefits

Plan and build a service value stream to create, deliver and support service
Identify how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
Create, deliver, and support services
Practice exams, prep questions, and additional resources included
Continue learning and face new challenges with after-course one-on-one instructor coaching

ITIL® 4 Specialist: Create, Deliver, and Support Training Course Prerequisites

Accredited training for the ITIL Managing Professional modules is mandatory to enable a complete understanding of the core material. All modules have ITIL 4 Foundation as a prerequisite.

ITIL® 4 Specialist: Create, Deliver, and Support Training Exam Information

The course prepares you for the ITIL 4 Specialist: Create, Deliver, and Support exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.

You will be provided with an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert® web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

ITIL 4 Specialist CDS Course Outline
Module 1: Key Concepts of Service Management

In this module, you will learn about:

Planning and building a service value stream

Organizational structure
Integrated/collaborative teams
Team capabilities, roles, and competencies
Team culture and differences
Working to a customer-orientated mindset
Managing employee satisfaction 
The value of positive communications
Understanding how to use a “shift-left” approach
Team collaboration and integration
Workforce planning
Results based measuring and reporting
The culture of continual improvement
Integration and data sharing
Robotic Process Automation (RPA)
Artificial Intelligence
Module 2: CDS — ITIL Practices Across the Service Value Stream
Module 3: Create, Deliver, and Support Services