ITIL 4 Specialist Create, Deliver, and Support (CDS)

The ITIL® Specialist-Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation. This course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.

Retail Price: $2,195.00

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Course Days: 3


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The course agenda covers the following ITIL 4 practices to help you understand the major factors thatcontribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS)business model:

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management–detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Learning Outcomes:

Students of this course will have the opportunity to gain thefollowing competencies:

  • Understand how to plan and build a service value stream to create, deliver, and supportservices
  • Learn the concepts and challenges that relate to organizational structure, team capabilities,roles, and culture across the SVS
  • Understand the value of positive communications
  • Understand the planning and management of resources in the SVS
  • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS andvalue streams
  • Learn how to design, develop, and transition a value stream using ITIL practices
  • Learn how to better provide user support using ITIL practices
  • Learn how to create, deliver, and support services
  • Discover how to prioritize, structure, andcoordinate work and activities
  • Understand buy versus build considerations, sourcing options, and service integrationmanagement (SIAM)

Course Handouts:

  • Courseware Book
  • Course Content
    • Key Terms
    • Section Reviews
  • Course Syllabus
  • 2Sample Exams

Certification Examination:

  • The Certification exam is included within the cost of this course.
  • The exam consists of 40 multiple choice questions
  • A passing score is 28/40 or70%
  • Students will have 90 minutes to complete the exam
  • The exam is closed book
  • An in-depth exam review is included in the course to help prepare attendees for the final exam


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