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ITIL® Create, Deliver and Support


Take what was established asTHE best practice guidance of IT Service Management – then make it better.ITIL4 will help businesses navigate the new technological era, commonly knownas the Fourth Industrial Revolution.

The ITIL4 Specialist: Create,Deliver and Support (CDS) course helps ITSM practitioners assimilate furtherinto the emerging practices of ITIL4 – specifically in the areas of the ServiceValue Stream and the use of the Value Stream with specific focus on thecreation, delivery and support of new services, and the provisioning of usersupport.

Relevant supporting ITILPractices to these value streams are examined. Team collaboration, integrationand organisational cultural aspects critical to the success of the adoption ofthe value streams are discussed. The course also covers the management andprioritization of work through several techniques and scrutinizes thecontribution of continual improvement.

This interactive course isessential to the development of the modern day technologist and ITSMpractitioner and leader in modern IT organisations seeking innovation anddelivering full value to the business.


On completion of this course,the following learning outcomes will be achieved:


  • Understand how to plan and build a value stream to create, deliver and support services
  • Know how ITIL practices contribute to create, deliver and support across the value streams
  • Know how to create, deliver and support services


Plan and Build a Service Value Stream

  Organisational structures

  Integrated/collaborative teams

  Team roles and competencies

  Team culture and differences

•  Customer-oriented mindset

  Employee satisfaction management

  Value of positive communication

  Understand and use the shift-left approach

  Team collaboration and integrations

   Workforce planning

   Results-based measuring and reporting

   Culture of Continual Improvement

   Integrated Service Management Tool sets

   Integration and data sharing

   Reporting and advanced analytics

   Collaboration and workflow

   Robotic process automation,AI and machine learning


   Information Models

ITIL Practices and the Service Value Streams

    Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream

  Service Design

  Software development and management

  Deployment management

  Release management

  Service validation and testing

  Change enablement

 ITIL Practices and the Service Value Streams (Continued)

      Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream

     Service Desk

     Incident Management

     Problem Management

     Knowledge Management

     Service Level Management

     Monitoring and Event Management


 Create, Deliver and Support Services

      Coordinate, prioritize and structure work and activities

      Managing queues and backlog

      Buy vs Build Considerations

      Sourcing Options

      Service Integration and Management (SIAM)


The target audience for this course and qualification are:


  • ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
  • ITSM practitioners managing the operation of IT-enabled & digital product sand services, and those responsible for the end-to-end delivery
  • Individuals who are pursuing the ITIL Managing Professional designation


Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.


Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Create, Deliver and Support certification


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