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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Ctab materials: the price includes ctab tablet and electronic training materials or traditional training materials and supplies provided electronically according to manufacturer's specifications (in PDF or EPUB form). The materials provided are adapted for display on ctab tablets. For more information, check out the ctab website.

 

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