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

An Introduction to ITIL 4 Specialist: CDS
This introductory module gets students up to speed with the main features, aims, objectives, and structure of the course, along with the overall learning plan.
Students receive a syllabus, diagram pack, glossary, further reading and links document, and a collection of refresher materials. The module also covers some of the most frequently asked questions for the ITIL 4 Managing Professional stream.

Module 1: Professionalism in IT Service Management
This module examines the role of different business skills in IT service management, including:

• How organisations are typically structured, with people, teams, and cultures all creating potential challenges to service value systems (SVS)
• The importance of good communication
• How to plan and manage resources and utilise results-based reporting
• The importance of creating and sustaining cultures that support continual improvement
• The inherent value of information and technology and how they can be used to create, deliver and support services. This can include collaboration, robotic process automation, integration and data sharing, machine learning, and artificial intelligence
• How to choose and implement effective information models

Module 2: Using ITIL Practices & Value Streams to Create, Deliver & Support Services
This module examines ITIL value chains and value streams, as well as several key practices. It addresses:

• Key terminology, definitions, and analogies
• The structure of typical service value chains and value streams and how they are utilised within businesses and organisations
• How to design value streams and describe steps within a value stream
• Value stream mapping and processes, along with their considerations
• How to create value streams for new services and apply core practices to ensure their success
• How to restore live services by creating value streams and applying core practices to ensure their success
• What a user support journey map looks like

Module 3: Prioritisation and Managing Work
This module looks at how to coordinate and manage work activities, including:

• How to prioritise and structure work in order to create, deliver and support IT-enabled services
• Various techniques can be used to support work prioritisation, such as ‘swarming’
• Important commercial considerations, including sourcing and building components for individual services
• Defining requirements, sourcing models, and commodification
• How to integrate and manage services

Module 4: 2x Practice Exam Simulators
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Create, Deliver & Support examination. It will be well worth testing your knowledge before booking your exam, as this will give you the chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the ITIL CDS exam, simply contact support to request your FREE exam voucher.

Module 5: Course Wrap-Up
This is a short module that sign-posts the end of the course.