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ITIL 4 CDS | ITIL™ 4 Specialist: Create, Deliver and Support

ITIL 4 Specialist: CDS | ITIL™ 4 Specialist: Create, Deliver and Support


This course provides those IT leaders, practitioners and support staff who already hold the ITIL™ 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL™ 4 best practice service value system featured in the latest 2019 guidelines.


What you'll learn:

The course will help students to:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL™ 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL™ 4 Create, Deliver, Support examination
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Preparation to sit the ITIL 4 foundation examination



Candidates must hold the ITIL™ 4 Foundation certificate.

  • ITIL® 4 Foundation


Related Certifications:

This course prepares delegates for the ITIL™ 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL™ 4 Managing Professional status.


Who should attend:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery




  • Overview
  • ITIL™ 4 Create, Deliver and Support and Service Value Chain
  • Key Audience
  • ITIL™ 4 Specialist: Create, Deliver and Support Course
  • Case Study: Axle Car Hire
  • Exam Details


Module 1: Organization and Culture

  • Organizational Structures
  • Team Culture
  • Continual Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication


Module 2: Effective Teams

  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting


Module 3: Information Technology to Create, Deliver and Support Services

  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model


Module 4: Value Streams

  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping


Module 5: Value Stream to Create, Deliver and Support Services

  • Value Stream Model For Creation of A New Service


Module 6: Value Stream for User Support

  • Value Stream Model For Restoration of A Live Service


Module 7: Prioritize and Manage Work

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Swarming
  • Shift-Left Approach


Module 8: Commercial and Sourcing Considerations

  • Build or Buy
  • Sourcing Models
  • Service Integration and Management


Descargue el temario para conocer el detalle completo de los contenidos


Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste

ITIL 4 CDS | ITIL™ 4 Specialist: Create, Deliver and Support

  • Duración 3 días
    Versión 4.0
    Temario                   Descarga aquí ⇩
    Fechas ITIL Consultar           
    Método de entrega 👤      💻      
    Certificación Incluye examen de certificación

    ITIL ™ is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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