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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

ITIL Foundation recap 

2. The evolution of professionalism in IT and service management
  • Organizations, people, and Culture
  • Building effective teams
  •  Developing team culture .Recap for the Day
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
  • he value of an effective information model 3.9 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 practice Recap for the Day
5. Prioritising work and managing suppliers
  •  Why do we need to prioritize work?
  • Commercial and sourcing considerations
6. ITIL 4 Sample Paper Discussions:

ITIL 4 Sample Paper Discussions

7. Q&A


Frequently Asked Questions.

Who are the trainers for live classroom training?

The ITIL 4 Specialist: Create, Deliver, and Support course is taught live in a classroom by qualified ITIL specialists who are usually seasoned professionals. They are very knowledgeable in IT service management and have a lot of hands-on experience, especially with the topics this course covers. These instructors have been chosen on the basis of their experience in the field, industry knowledge, and teaching skills. They put themselves through a rigorous training program to make sure they can impart the course material and give attendees insightful information.

Is the exam fee included in the course fee?

For the ITIL 4 Specialist: Create, Deliver, and Support program, the test cost may or may not be included in the course fee, contingent upon the training provider and the particular package being given. While some training providers may require students to pay the exam fee individually, others may provide packages that include the exam fee as part of the total course charge. To find out if the exam fee is covered by the course fee, it's important to carefully go over the course specifics and options that the training provider has offered. When registering for the ITIL 4 Specialist test, candidates should plan their finances appropriately and be ready to pay the exam price separately if it is not included.

Does my ITIL 4 Create, Deliver, and Support certificate expire?

There is no expiration date on the ITIL 4 Create, Deliver, and Support certificate. The certification, which shows that you are knowledgeable about the ideas and procedures presented in the ITIL 4 Specialist: Create, Deliver, and Support course, is valid for an infinite period of time after you receive it. To make sure your abilities are up to date and applicable, it's crucial to keep up with the most recent advancements and industry best practices in IT service administration. Over time, you can preserve the value of your certification by participating in the ITIL community, pursuing professional development, and continuing your education.

What is Global Teaching Assistance?

Some training providers offer a support service called Global Teaching Assistance (GTA) to help students with their ITIL 4 Specialist: Create, Deliver, and Support course. GTA usually gives access to extra materials including discussion boards, online forums, and virtual classrooms where students may engage with peers and teachers to clarify topics, ask questions, and gain a deeper knowledge of the material. By offering extra direction and support outside of scheduled training sessions, this support system improves the learning process and aids students in becoming certified and applying ITIL ideas to real-world situations.

What is covered under the 24/7 support promise?

The 24/7 support promise typically includes round-the-clock access to assistance and resources related to the ITIL 4 Specialist: Create, Deliver and Support course. This support may encompass various aspects, such as: 1. Technical support: Assistance with accessing online course materials, navigating the learning platform, or resolving technical issues encountered during the course. 2. Content clarification: Responding to queries or concerns regarding course content, topics, or concepts covered in the training modules. 3. Exam preparation guidance: Providing guidance and advice on preparing for the certification exam, including study tips, exam strategies, and practice resources. 4. Course logistics: Addressing logistical queries related to course enrollment, scheduling, or accessing training materials. Overall, the 24/7 support promise aims to ensure that learners have access to timely assistance and resources whenever they encounter challenges or require guidance throughout their learning journey.

What if I miss a class?

don't worry; many training providers offer options to accommodate missed sessions: 1. Recorded sessions: Training providers often record live sessions, allowing participants to access the recording later to catch up on missed material. 2. Access to materials: Participants typically receive access to course materials, including slide decks, handouts, and additional resources, which can help them review the content covered in missed classes. 3. Make-up sessions: Some training providers offer make-up sessions or alternative schedules for participants who miss a class, enabling them to attend another session to cover the missed material. 4. Support resources: Participants may have access to support resources such as online forums, discussion groups, or dedicated instructors to address any questions or concerns about missed content. Be sure to communicate with your training provider if you miss a class to explore available options for catching up and ensuring you stay on track with your learning goals.

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