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ITIL® 4 Specialist Create Deliver And Support (CDS)

Integrates New Technologies Into IT & Digital Services With ITIL® 4

Overview

Our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) training course provides universal guidance that further explores the concepts introduced in ITIL® 4 Foundation while covering challenges modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.

Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organisation’s working methods in IT Service Management (ITSM).

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  • Must be a UK resident
  • Must be 18+ years old
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Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Syllabus

Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course will cover the following topics:

1. Understand how to plan and build a service value stream to create, deliver and support services

1.1 Understand the concepts and challenges relating to the following across the service value system:

  • Organisational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction management
The value of positive communications

    1.2 Understand how to use a ‘shift left’ approach

    1.3 Know how to plan and manage resources in the service value system:

    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
    The culture of continual improvement

      1.4 Understand the use and value of information and technology across the service value system:

      • Integrated service management toolsets
      • Integration and data sharing
      • Reporting and advanced analytics
      • Collaboration and workflow
      • Robotic process automation (RPA)
      • Artificial intelligence and machine learning
      • Continuous integration and delivery/deployment (CI/CD)
      Information models

        2. Know how relevant ITIL® practices contribute to creation, delivery and support across the SVS and value streams

        2.1. Know how to use a value stream to design, develop and transition new services

        2.2 Know how the following ITIL® practices contribute to a value stream for a new service

        • Service design
        • Software development and Management
        • Deployment management
        • Release management
        • Service Validation and testing
        • Change Enablement

          2.3 Know how to use a value stream to provide user support

          2.4 Know how the following ITIL® practices contribute to a value stream for user support

          • Service desk
          • Incident management
          • Problem management
          • Knowledge management
          • Service level management
          Monitoring and event management

            3. Know how to create, deliver and support services

            3.1 Know how to co-ordinate, prioritise and structure work and activities to create deliver and support services, including:

            • Managing queues and backlogs
            • Prioritising work

            3.2 Understand the use and value of the following across the service value system:

            • Buy vs build considerations
            • Sourcing options
            • Service integration and management (SIAM)

            Learning Outcomes

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course will provide you with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.

            It will also provide you with with an understanding of service performance, service quality and improvement methods.

            Who Should Attend

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is suitable for:

            • IT Operations Manager
            • Service Desk Manager
            • Development Managers
            • Developers
            • Infrastructure Operations Engineer
            • Change & Release Manager
            • Incident Manager
            • Problem Manager
            • Service Transition Manager
            • Application Operations Engineer
            • Availability Manager
            • IT Coordinator
            • Network Systems Administrator
            • IT Support Manager
            • Technical Support Engineer
            • Information Security
            • Data Center Support Specialist

            What's Included

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course includes the following materials

            • Pre-reading
            • A Full Course Manual
            • ITIL® 4 Official Core Guidance (eBook Format)
            • ITIL® 4 CDS Glossary
            • Mock-Examination
            • Exercises

            Entry-Level Requirements

            The ITIL® 4 Foundation certificate is the prerequisite for our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course.

            Recommended Reading

            It might be useful to revise your ITIL® 4 Foundation level materials again to reinforce your existing level of knowledge of ITIL® 4.

            Exam Information

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

            The ITIL® 4 Specialist Create, Deliver & Support (CDS) examination will comprise of:

            • Duration: 90 minutes, closed book
            • Number Of Questions: 40
            • Marks: Each question is worth 1 mark. There are 40 marks available. There is no negative marking.
            • Pass Mark: is 70% or higher – 28/40 marks or above

            Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

            Your Identification Document (ID):

            On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:

            • Be current and valid – ID containing dates that have expired are not allowed.
            • Be an original, not a photocopy.
            • Include a recognisable photo of you.
            • Match the information you gave when you booked your online exam.
            • Be a government-issued national/state/province identity card that is recognized by the country in which you are a citizen or permanent resident.
            • Contain your Birthdate/Year.
            • Contain your First/Middle Name(s) and Last Name in English (Latin) characters.

            Please Note: Electronic IDs will not be accepted.

            Exam Type

            Proctored Exam

            Qualifications

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

            Additional Information

            Our ITIL® 4 Specialist Create, Deliver & Support training course is less about technical aspects and more of a practical and holistic approach to the creation and management of effective and streamlined services.

            Frequently Asked Questions

            Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is delivered over three days.

            Our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is usually delivered from 09:00 to 17:00 (UK Time).

            ITIL® 4 still has most of the core elements of ITIL® V3, and existing guidance will be recognisable in parts of ITIL® 4, however the are no direct like-for-like modules between the two existing ITIL® certification schemes.

            If you are attending our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) virtual training course, our expert tutors have years of experience in IT Service Management (ITSM) and will teach you everything you need to know to pass the ITIL® 4 Specialist Create, Deliver & Support (CDS) exam. You will also be provided with ITIL® 4 Specialist Create, Deliver & Support (CDS) sample papers and the official core guidance in eBook format for you to work through before your proctored exam.

            The ITIL® 4 Specialist Create, Deliver & Support (CDS) proctored examination is taken over ninety minutes and comprises of forty multiple-choice questions. In order to get your ITIL® 4 Specialist Create, Deliver & Support (CDS) certificate, you must score 70% or 28/40 to pass the exam. With Purple Griffon, sitting your ITIL® 4 Specialist Create, Deliver & Support (CDS) exam is now easier than ever.

            No, there is no expiry date on the ITIL® 4 Specialist Create, Deliver & Support (CDS) certification and it is valid for life, however newer versions of ITIL® may be released in the future.

            The ITIL® 4 Specialist Create, Deliver & Support (CDS) proctored examination is a closed book examination with no notes.

            The ITIL® 4 Specialist Create, Deliver & Support (CDS) exam can be taken in English, Chinese, French, German and Spanish.

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course provides universal guidance that further explores the concepts introduced in ITIL® 4 Foundation while covering challenges modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers. ITIL® 4 Specialist Create, Deliver & Support (CDS) is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organisation’s working methods in service management.

            To be awarded the ITIL® 4 Specialist Create, Deliver & Support (CDS) certification, you must complete ITIL® 4 Specialist Create, Deliver & Support (CDS) certification training, and when you feel comfortable, take the ITIL® 4 Specialist Create, Deliver & Support (CDS) proctored exam. If you score 70% or 28/40 correct answers in the exam, then you will receive your ITIL® 4 Specialist Create, Deliver & Support (CDS) certificate.

            If you want to become ITIL® 4 Specialist Create, Deliver & Support (CDS) certified, you can now learn and spread the cost over 12 months. We have partnered with Knoma to help you become certified with us, without paying any fees upfront. To start the Knoma application process, click the Knoma button on this ITIL® 4 Specialist Create, Deliver & Support (CDS) course page and pay later with no interest. Apply in minutes. Most people get a decision instantly, though it could take up to 48 hours. Knoma only conducts soft credit and identity checks, so being declined will not affect your credit score.

            The ITIL® 4 Foundation certificate is the prerequisite for the ITIL® 4 Specialist Create, Deliver & Support (CDS) training course.

            Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

            If you are preparing to take, or are registered to take an online exam with live invigilation, please take the time to read the PeopleCert Identification Policy.

            The ITIL® 4 Specialist Create, Deliver & Support (CDS) certification is governed and maintained by PeopleCert. PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology.

            The cost to re-sit your ITIL® 4 Specialist Create, Deliver & Support (CDS) exam is £295 + VAT - it does not include another copy of the official core guidance as you should still have it from your original exam. The Take2 re-sit exam option is also available for £50 + VAT, which allows you to retake an unsuccessful exam at a fixed, attractive rate, for a fraction of the cost. The Take2 re-sit exam option must be added at the point of booking your training course and / or exam, and if you would like to use this option, you must confirm this with your Account Manager. Please click here to find out more information about the PeopleCert Take2 re-sit exam option.

            ITIL® 4 certifications help you to compete in a complex market and ensure that you stay relevant. It will ensure that you understand widely-used concepts, terms, and practices to improve your organisation's growth.

            Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is suitable for professionals continuing their ITIL® 4 certification journey after ITIL® 4 Foundation.

            After you have completed the ITIL® 4 Specialist Create, Deliver & Support (CDS) module, you can move towards the other three-day ITIL® 4 Managing Professional (MP) training courses and examinations: ITIL® 4 Specialist Drive Stakeholder Value (DSV), ITIL® 4 Specialist High Velocity IT (HVIT) and ITIL® 4 Strategist Direct Plan & Improve (DPI).

            IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.

            ITIL® is used by millions of professionals all around the World, and ITIL® has been adopted by thousands of organisations, such as NASA, Microsoft, and HSBC. ITIL® is a set of practices, which focus on aligning IT services with the needs of the business. ITIL® provides comprehensive and practice guidance to establish a service management system. The ITIL® Framework will help businesses and professionals get optimal value from IT and digital services. The main focus of ITIL® is to maximise value to customers by aligning IT resources with business needs.

            ITIL® 4 is the latest version of the ITIL® Framework, which was released in February 2019. ITIL® 4 is highly value-centric and focuses on bringing different stakeholders in the organisation together to create value for the customer. With new frameworks growing in popularity, such as SIAM™ and VeriSM™, the previous version of ITIL® (ITIL® V3) had to step up its game and improve the way it dealt with challenges brought on by digital disruption. ITIL® 4, the current version of ITIL®, takes all of the best parts from ITIL® V3 and creates a framework that focuses on delivering tailor-made solutions for organisations through "practices" instead of "processes." Also, Agile, DevOps, and Digital Transformation all play a role in the new ITIL® 4 Framework. The key elements of ITIL® 4 are the four dimensions, the guiding principles, the move from processes (ITIL® V3) to practices (ITIL® 4), and the service value system.

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