Training ITIL®

Training goals

code: PC-I4CDS | version: 4.0

Advance your career in IT service management with the ITIL® Official course, crafted by the creators of ITIL®: course and exam voucher, all in one bundle!

Enhance your skills in designing, delivering, and supporting digital products and services. Upgrade your strategy, manage issues effectively, and foster a culture of continuous improvement.

The ITIL® 4 Specialist: Create, Deliver and Support (CDS) qualification is intended to provide the candidate 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.

The ITIL® 4 Specialist: Create, Deliver and Support (CDS) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, to be awarded the ITIL® 4 Specialist: Create, Deliver and Support (CDS) qualification. The ITIL® 4 Specialist: Create, Deliver and Support (CDS) qualification is one of the pre-requisites for the designation of ITIL® 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

The target audience for this qualification is:

  • Individuals, who are continuing their journey in service management
  • ITSM managers
  • ITSM practitioners managing the operation of IT-enabled, digital products and services
  • Holders of existing ITIL® qualifications who wish to update and develop their knowledge further

Conspect Show list

  • Introduction
  • The evolution of professionalism in IT and service management
    • Organizations, people, and culture
    • Building effective teams
    • Developing team culture
  • 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
    • The value of an effective information model
    • Automation of service management
  • 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
  • Prioritizing work and managing suppliers
    • Why do we need to prioritize work?
    • Commercial and sourcing considerations
  • Conclusion
Download conspect training as PDF

Additional information

Prerequisites

This course is a management level course intended only for individuals who have obtained their ITIL® 4 Foundation certificate.
Difficulty level
Duration 3 days
Certificate

Each participant receives a confirmation of completion an accredited training.

Each participant of the ITIL® 4 Specialist: Create, Deliver and Support (CDS) training receives a voucher for an on-line exam. After passing the exam, the participant also receives the international ITIL® 4 Specialist: Create, Deliver and Support (CDS) certificate.

Exam information:

  • Material allowed: None

This is a ‘closed book’ exam. The ITIL® 4: Create, Deliver and Support Official Book and the relevant ITIL® Practices Guides should be used for study but is NOT permitted to be used in the exam.

  • Exam duration: 90 minutes

Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.

  • Number of marks: 40 marks

There are 40 questions, each worth 1 mark. There is no negative marking.

  • Pass mark: 28 marks

You will need to get 28 questions correct to pass the exam.

  • Level of thinking: Bloom’s levels 2 & 3

“Bloom’s level” describes the type of thinking needed to answer the question. For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL 4 Collaborate, Assure and Improve Practices module. For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL 4 Collaborate, Assure and Improve Practices module.

  • Question types: Standard, Missing word, Negative, & List

The questions are all ‘multiple choice’.

For the ‘standard’ questions, you have a question and four answer options.

‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.

For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.

For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
Trainer

Authorized PeopleCert Trainer
Additional informations

ITIL® 4 is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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