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Course Features

Build effective Service Management Teams and their culture.


Use of the latest technologies to create, deliver and support services

Value Streams’ contribution to creating, delivering and supporting services

Prioritising work to reduce the cycle time for service actions

Considerations for Service Providers for Commercial and Sourcing of Services

Digital Core Guidance (eBook) to be included as a part of the Exam voucher, which will serve as a valuable resource for candidates in their daily work even after the exam is completed


Learning objectives of ITIL® 4 Specialist: Create, Deliver and Support(CDS)


  • Learn how to plan and construct a service value stream to create, deliver, and support services. 

  • Understand how to ITIL practices contribute to the Service Value System and the end-to-end management of Value streams and their mapping. 

  • Understand and manage the work packages and backlogs for practical value co-creation 

  • Known how to create, deliver and support services 


Target audience  


All individuals from beginner – senior level, who are responsible and accountable for the management of IT Services in any organisation and most commonly include the below (but not limited to) designations: 

  • IT Service Management Analysts 

  • IT Process Managers 

  • IT Service Management Consultants 

  • IT Operations Managers 

  • IT Service Delivery Managers 




Below mentioned are the pre-requisites: 

ITIL® 4 Specialist: Create, Deliver and Support (CDS) Exam and Certification information 


Exam Details: 

  • No. of Questions: 40 

  • Exam Duration: 90  minutes 

  • Exam Format: Multiple Choice Questions (MCQ) 

  • Pass Marks: 28 out of 40 (70%) 

  • Exam Type: Closed Book 


Certification journey 



Course Outline

1. ITIL Foundation recap
2. The evolution of professionalism in IT and service management
  • 2.1 Organizations, people, and Culture
  • 2.2 Building effective teams
  • 2.3 Developing team culture .Recap for the Day
3. Using information and technology to create, deliver, and support services:
  • 3.1 Integration and data sharing
  • 3.2 Reporting and advanced analytics
  • 3.3 Collaboration and Workflow
  • 3.4 Robotic process automation
  • 3.5 Artificial intelligence
  • 3.6 Machine learning
  • 3.7 Continuous integration, continuous delivery, and continuous deployment
  • 3.8 The value of an effective information model 3.9 Automation of service management
4. Value streams to create, deliver, and support services
  • 4.1 ITIL service value streams
  • 4.2 Model value streams for creation, delivery, and support
  • 4.3 Using value streams to define a minimum viable practice Recap for the Day
5. Prioritising work and managing suppliers
  • 5.1 Why do we need to prioritize work?
  • 5.2 Commercial and sourcing considerations
6. ITIL 4 Sample Paper Discussions:
7. Q&A

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