ITIL® 4 Specialist: Create, Deliver, and Support Training

Level: Advanced

This ITIL 4 Specialist: Create, Deliver, and Support (CDS) course covers the 'core' service management activities and the 'creation' of services. It focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services while also covering supporting practices, methods and tools and an understanding of service quality and improvement methods.

The course prepares you for the ITIL 4 Specialist: Create, Deliver, and Support exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.

Key Features of this ITIL 4 Specialist CDS Training:

  • ITIL® 4 Specialist: Create, Deliver, and Support exam included (exam taken in-class or exam voucher provided)
  • After-course instructor coaching benefit
  • Practice exams, prep questions, and additional resources included

You Will Learn How To:

  • Plan and build a service value stream to create, deliver and support service
  • Identify how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
  • Create, deliver and support services

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 3-day instructor-led training course
  • Earn 18 PMI PDUs 
  • Practice exams and prep questions
  • One-on-one after course instructor coaching
  • After-course instructor coaching benefit
  • Exam Voucher included 
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Standard $2650

Government $2330

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In Class & Live, Online Training

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Note: This course runs for 3 Days *

*Events with the Partial Day Event clock icon run longer than normal but provide the convenience of half-day sessions.

  • Dec 9 - 11 9:00 AM - 4:30 PM EST Online (AnyWare) Online (AnyWare) Reserve Your Seat

  • Jan 6 - 8 9:00 AM - 4:30 PM EST Online (AnyWare) Online (AnyWare) Reserve Your Seat

  • Feb 10 - 12 9:00 AM - 4:30 PM EST Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Mar 10 - 12 9:00 AM - 4:30 PM EST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Mar 29 - 31 9:00 AM - 4:30 PM EDT New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Apr 28 - 30 9:00 AM - 4:30 PM EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • May 26 - 28 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Jun 28 - 30 9:00 AM - 4:30 PM EDT New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Jul 28 - 30 9:00 AM - 4:30 PM EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Sep 1 - 3 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

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Partial Day Event

Learning Tree offers a flexible schedule program. If you cannot attend full day sessions, this option consists of four-hour sessions per day instead of the full-day session.

Important ITIL 4 Specialist CDS Course Information

  • Prerequisites

    Must hold the ITIL 4 Foundation Certificate (see {course 1199})

ITIL 4 Specialist CDS Course Outline

  • Plan and build a service value stream to create, deliver and support services

    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
  • Understand how to use a ‘shift left’ approach

    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

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

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

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

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

    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
  • Know how to create, deliver and support services

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

    • Managing queues and backlogs
    • Prioritizing work

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

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

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ITIL 4 Specialist DPI FAQs

  • What background do I need to take the instructor-led class?

    ITIL 4 Specialist Create, Deliver and Support is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a pre-requisite.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent an electronic Pre-Course Study Guide and the ITIL 4 Managing Professional Create, Deliver and Support book, which you should read as part of the 21 hours of personal study.

  • How do I use my exam voucher to take the ITIL® 4 Specialist: Create, Deliver, and Support exam?

    The ITIL® 4 Specialist: Create, Deliver, and Support exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

  • How does this ITIL 4 Specialist: Create, Deliver, and Support course help me achieve ITIL 4 Managing Professional Certification?

    Once you have ITIL 4 Foundation certification, this course is one of 4 Specialist courses needed to achieve the ITIL 4 Managing Professional certification.

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