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

  • Course Duration: 14+h
  • qualification: ITIL

About this course

Introduction

Earn your ITIL 4 Specialist: Create, Deliver & Support (CDS) certification with the award-winning team at Good e-Learning!

The key to successfully managing IT is to treat it as an interconnected system.

Designing, building, testing, launching, running, and supporting IT-enabled products and services must be done as part of a combined operation in order to create real and sustainable value.

This is the purpose of ITIL 4 CDS: helping users establish an ongoing and seamlessly integrated process for creating, delivering, and supporting IT services while continuously delivering value to customers. Kickstart your training today!

Who is this course aimed at?
  • Organizations hoping to adopt ITIL 4 CDS best practices
  • ITIL 4 students looking to become qualified ITIL 4 Masters
  • IT managers seeking to expand their ITIL qualifications for the sake of taking on more responsibilities and higher-paying roles
  • ITIL students hoping to complete the ITIL 4 Specialist branch of modules
What will you learn by taking this course?
  • How different value streams are built, tested, and delivered as part of an end-to-end process of continual iterations and feedback loops
  • How to integrate various value streams
  • How to assess service performance and utilize methods designed to improve service quality
  • How to use CDS in practice to plan and build value streams and chains, creating, delivering and supporting services that deliver essential value
  • Everything needed to pass the official ITIL 4 CDS exam
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Why should you take this course?


  • Good e-Learning was independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
  • The course features regular knowledge checks as well as a practice exam simulator to help students prepare for the ITIL CDS certification exam
  • We offer each student a FREE exam voucher (T&Cs apply)
  • The course features interactive videos, instructor-led audio, and other online training assets designed alongside highly experienced ITIL experts
  • This course is fully accredited by PeopleCert on behalf of AXELOS
Course Outline

ITIL 4 Specialist: CDS

This introductory module gets students up to speed with the main features, aims, objectives, and structure of the course, along with the overall learning plan.

Students receive a syllabus, diagram pack, glossary, further reading and links document, and a collection of refresher materials.

The module also covers some of the most frequently asked questions for the ITIL 4 Managing Professional stream.

Module 1: Professionalism in IT Service Management

This module examines the role of different business skills in IT service management, including:

  • How organizations are typically structured, with people, teams, and cultures all creating potential challenges to service value systems (SVS)
  • The importance of good communication
  • How to plan and manage resources and utilize results-based reporting
  • The importance of creating and sustaining cultures that support continual improvement
  • The inherent value of information and technology and how they can be used to create, deliver and support services. This can include collaboration, robotic process automation, integration and data sharing, machine learning, and artificial intelligence
  • How to choose and implement effective information models
Module 2: Using ITIL Practices & Value Streams to Create, Deliver & Support Services

This module examines ITIL value chains and value streams, as well as several key practices. It addresses:

  • Key terminology, definitions, and analogies
  • The structure of typical service value chains and value streams and how they are utilized within businesses and organizations
  • How to design value streams and describe steps within a value stream
  • Value stream mapping and processes, along with their considerations
  • How to create value streams for new services and apply core practices to ensure their success
  • How to restore live services by creating value streams and applying core practices to ensure their success
  • What a user support journey map looks like
Module 3: Prioritization and Managing Work

This module looks at how to coordinate and manage work activities, including:

  • How to prioritize and structure work in order to create, deliver and support IT-enabled services
  • Various techniques can be used to support work prioritization, such as ‘swarming’
  • Important commercial considerations, including sourcing and building components for individual services
  • Defining requirements, sourcing models, and commodification
  • How to integrate and manage services
Module 4: 2x Practice Exam Simulators

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Create, Deliver & Support examination.

It will be well worth testing your knowledge before booking your exam, as this will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the ITIL CDS exam, simply contact Good e-Learning to request your FREE exam voucher.

Module 5: Course Wrap-Up

This is a short module that sign-posts the end of the course.

Exam/Assessment

This course is designed to prepare students to sit and pass the ITIL Specialist: Create, Deliver & Support examination. In order to sit the exam, students must satisfy one of the following criteria:

This course comes with a FREE exam voucher – That’s how confident we are that you’ll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact support@goodelearning.com. Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL 4 Specialist: CDS exam:

  • This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
  • In countries where English is a second language, the time allocated for the exam is extended to 113 minutes

You will be tested on:

  • How to integrate value streams and activities
  • How to create and deliver IT-enabled products, services, practices, methods and tools
  • How to support IT-enabled products, services, practices, methods and tools
  • Your understanding of service performance
  • Your understanding of quality and improvement
  • How to use the framework in practice to plan and build value streams and chains

What do you get?

  • Fully accredited
  • Exam voucher included
  • Free handbook included
  • Course duration: 14+ hours
  • Access period: 6 months
  • Tutor support
  • Quizzes & practice exams
  • Mobile compatible

FAQs

What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does ITIL stand for?

Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

What does the ITIL certification path look like?

Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

How much is ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

How can ITIL benefit businesses?

ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.
The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.

What is ITIL v4?

‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. The new framework also has an updated certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

What you will learn

Understanding service value system (SVS):

  • Participants will gain insights into the ITIL SVS, its components, and how they work together to enable value co-creation.

Service value chain (SVC):

  • Understanding the SVC and its activities, including plan, improve, engage, design & transition, obtain/build, deliver & support.

High-velocity IT:

  • Learning how organizations can deliver value faster, at a greater scale, and with more efficiency through the adoption of digital technologies and practices.

Collaboration and cooperation:

  • Understanding the importance of collaboration and cooperation across teams and departments to achieve business objectives.

Service level agreements (SLAs) and service level management (SLM):

  • Learning how to define, negotiate, and manage SLAs to meet customer expectations and business requirements.

Continual improvement practices:

  • Exploring various continual improvement models and methodologies, such as PDCA (Plan-Do-Check-Act) and CSI (Continual Service Improvement), to ensure ongoing enhancement of services and processes.

Measurement and reporting:

  • Understanding how to define and implement appropriate metrics and KPIs (Key Performance Indicators) to measure the performance and effectiveness of services and processes.

Change enablement:

  • Learning how to manage changes effectively to minimize disruptions and ensure the successful implementation of new services and improvements.

Service desk and user support:

  • Understanding the role of the service desk in providing user support and resolving incidents and service requests promptly and efficiently.

Service automation and optimization:

  • Exploring the benefits of automation in service delivery and optimization, including the use of AI (Artificial Intelligence) and machine learning technologies.

Overall, the course aims to equip participants with the knowledge and skills required to create, deliver, and support IT services that meet the evolving needs of organizations in a rapidly changing digital landscape.

Benefits of this course

Enhanced service delivery:

  • Participants gain insights into modern IT service management practices, enabling them to create, deliver, and support services more effectively and efficiently.

Improved customer satisfaction:

  • By focusing on value co-creation and meeting customer expectations, organizations can enhance customer satisfaction and loyalty.

Increased productivity:

  • Understanding high-velocity IT principles and leveraging automation helps streamline processes, reduce manual efforts, and improve productivity across the organization.

Better decision-making:

  • Learning about measurement and reporting enables organizations to make informed decisions based on data-driven insights and performance metrics.

Enhanced collaboration:

  • The course emphasizes collaboration and cooperation among teams and departments, fostering a culture of teamwork and shared responsibility for service delivery.

Continuous improvement:

  • Participants gain knowledge of continual improvement practices, enabling organizations to identify areas for enhancement and drive ongoing improvement in service quality and performance.

Effective change management:

  • Understanding change enablement practices helps organizations manage changes more effectively, reducing the risk of disruptions and ensuring successful implementation.

Optimal resource utilization:

  • By optimizing service delivery processes and automating repetitive tasks, organizations can allocate resources more efficiently and focus on strategic initiatives.

Adaptability to digital transformation:

  • The course equips participants with the skills and knowledge needed to adapt to the rapidly evolving digital landscape and embrace emerging technologies effectively.

Alignment with industry best practices:

  • ITIL® 4 is widely recognized as a leading framework for IT service management, and certification in ITIL® 4 Specialist: CDS demonstrates alignment with industry best practices, enhancing the credibility and reputation of individuals and organizations in the ITSM domain.

Overall, the ITIL® 4 Specialist: CDS course enables participants to drive continuous improvement, optimize service delivery, and deliver greater value to customers, ultimately contributing to the success and competitiveness of the organization.

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

£629.00

Benefits Obtained :

  • Online Course
  • Training Evaluation Test
  • Completion Certification