ITIL® Service Management

ITIL® 4 Specialist: Create, Deliver & Support (CDS)

The next step in your ITIL 4 career path

  • Duration 3 Days
  • Fee - Virtual Instructor-Led $2,450 + GST
  • Exam Online Exam Voucher
  • Team Training Get a quote
  • Download Course brochure

Upcoming Course Dates

View all course dates
Location Date Time  
Virtual Instructor-led Training | AEST 28 - 30 April 2025 09:00 am - 05:00 pm

Individual/Self-Funding
Business or Government

Overview

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

The next step in your ITIL career path

The ITIL 4 Specialist: Create, Deliver & Support (CDS) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. ITIL CDS addresses the cultural and team management aspects of product and service management, provides an overview of the tools and technologies which support service management, and demonstrates 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 Managing Professional (MP) Qualification

In the new ITIL® 4 scheme there are two high-level “stream” qualifications – ITIL Managing Professional (MP) stream and ITIL Strategic Leader (SL) stream.

The ITIL Managing Professional stream targets IT practitioners working within technology and digital teams across businesses and provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It comprises of 3 specialist modules and 1 strategist module:

  • ITIL 4 Specialist – Create, Deliver & Support
  • ITIL 4 Specialist – Drive Stakeholder Value
  • ITIL 4 Specialist – High Velocity IT
  • ITIL 4 Strategist – Direct, Plan & Improve

You can get a good and quick idea of the new ITIL 4 Certification Scheme in the diagram below. To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being a common module for both streams.

 

Our Trainers Make the Difference

  • Dean Toovey

    Dean has worked in the IT industry for more than 25 years, initially in application development and customisation and over the last several years as a Trainer, Facilitator, Mentor and Coach focussing on Agile, Service Management and IT Governance.

    Read full bio

Learning Outcomes

This 3-day course covers the core service management concepts and practices beyond the foundational level to focus on the creation, delivery and support of services and products.

  • Understand how to plan and build a service value stream to create, deliver and support services.
  • Understand the concepts and challenges across the service value system relating to organisational structure, collaborative team culture, team capabilities, roles & competencies, employee satisfaction management and the value of positive communications
  • Understand how to use a “shift left” approach
  • Know how to plan and manage resources in the service value system using the concepts of team collaboration and integration, workforce planning, results-based measurement and reporting, and the culture of continual improvement
  • Understand the use and value of information and technology across the service value system covering the concepts of integrated service management toolsets, integration and data sharing, data analytics, artificial intelligence & machine learning, robotic process automation and information models
  • Know how to use a value stream to design, develop and transition new services and to understand the ITIL practices that contribute to the value stream
  • Know how to use a value stream to provide user support to an existing service and to understand the ITIL practices that contribute to the value stream
  • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services by managing work as tickets and understand the considerations in prioritization of work
  • Understand the use and value of build vs buy considerations, sourcing options and service integration and management, across the service value system
  • Know how the following ITIL practices contribute to value streams for new services and the provisions of user support.

Who Should Attend

The ITIL 4 Specialist: Create, Deliver & Support course is designed for:

  • IT service management practitioners who are seeking to obtain the ITIL® 4 Managing Professional (MP) designation
  • IT service management practitioners who are responsible for the creation of and/or the end-to-end delivery and support of IT-enabled and digital service
  • Roles include:
    • Service Desk Managers
    • IT Infrastructure & Support Managers
    • Problem, Change, and Release Managers
    • DevOps Managers
    • Continual Improvement Program/Project Directors/Managers
    • Senior Service & Support Analysts
    • Process/Practice Owners
    • Service Level Management Managers.

Course Contents

1) Introduction & Recap of ITIL Foundation
2) The evolution of professionalism in IT and service management

  • Organizations, people, and culture
  • Building effective teams
  • Developing team culture

3) Using information and technology to create, deliver, and support services

  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation
  • Artificial intelligence
  • Machine learning
  • Continuous integration, continuous delivery, and continuous deployment
  • The value of an effective information model
  • Automation of service management

4) Value streams to create, deliver, and support services

  • ITIL service value streams
  • Model value streams for creation, delivery, and support
  • Using value streams to define a minimum viable practices

5) Prioritizing and managing work

  • Why do we need to prioritize work?
  • Commercial and sourcing considerations

6) Exam Preparation

  • Exam techniques
  • Sample Exam(s)

  • Overall, it was an excellent course. Trainer provided useful and relevant examples from his experience. He was also able to effectively relate our questions and examples from our own environments back to ITIL principles. I feel very prepared for the exam after this course, and wouldn't hesitate to study with ALC again!

    Live Virtual Training | 2022

Testimonial

ITIL 4 Foundation

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Fees

ITIL® 4 Strategist: Create, Deliver & Support (3 days) + Certificate Exam

  • $2,450 + gst

Live Virtual Training Course Fee Includes:

  • Comprehensive ALC course workbook, quality colour printed – Hard Copy, delivered directly to you
  • Official Axelos “ITIL® 4 Strategist: Create, Deliver & Support” Textbook  – E-Copy
  • ITIL 4 Strategist: Create, Deliver & Support Certificate Online Exam Voucher (12 Month Validity)

Exams & Additional Information

Pre-Requisites

  • ITIL v3 Foundation OR
  • ITIL 4 Foundation OR
  • ITIL® 4 Managing Professional Transition Certificate

Live Virtual Training – Participants will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

 

Exam Information
The Create, Deliver & Support exam comprises:

  • 40 multiple choice questions
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed book
faculty

Looking to Up Skill Your Team

If you have a group of people who can all be spared at the same time then private training is a GREAT way to go:

  • Very cost-effective solution. Usually works best for groups of six or more, some courses as few as four
  • Can be held anywhere in the world! Your premises, external or online.
  • Delivered “as is” or customised to suit your specific needs.
  • Sensitive issues can be openly discussed.
  • Choose a timing that suits you – normal business hours, weekends, residential.
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