ITIL® 4 Specialist Create, Deliver & Support (CDS) (ITIL4CDS)


Course Content

ITIL Create, Deliver and Support provides guidance that further explores the concepts introduced in ITIL 4 Foundation. It is the logical next step for those wanting to make immediate tangible changes to their organization’s working methods in service management. The module is a practical and holistic approach to the creation and management of effective and streamlined services.

ITIL Create, Deliver and Support course provides guidance on the cultural and team management aspects of product and service management, and an overview of the various tools and technologies that support service management. This course discusses how to integrate management practices in end-to-end value streams.

ITIL 4 takes a holistic approach to building and modifying technology-enabled services from demand to value. This course is about utilizing service management, adapting and adopting best practices, and using the ITIL service value system (SVS) framework to facilitate value co-creation in organizations. The course provides practical guidance for those who work within the broad scope of technology-enabled services. It provides clear guidance on how to collaborate and coordinate efforts to design, build, and support integrated and effective products and services, building from ITIL Foundation.

ITIL 4 describes a service value chain of six activities. These activities can be combined in various ways to create value streams. This course covers the integration of these activities in order to enable the creation, delivery, operation, and continual improvement of technology-enabled products and services. It is important to understand that there is no uniform approach to successful service delivery. Context, requirements, and resources vary across organizations. Success in service management requires pragmatism and creativity, not doctrine and dogma.

This course describes not only how value streams can be built and managed holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work. In so doing, it reflects new ways of approaching service management.

Who should attend

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

Roles include: Service Desk Directors/Managers; IT Infrastructure & Support Directors/Managers; Problem, Change, and Release Managers; DevOps Directors/Managers; Continual Improvement Program/Project Directors/Managers; Senior Service & Support Analysts; Process/Practice Owners; Service Level Management Directors/Managers.


Students are required to have successfully attained their ITIL 4 Foundation certificate.

Course Objectives

After completing this course, students will be able to:

  • Understand how to plan and build a service value stream to create, deliver and support services.
  • Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams.
  • Know how to create, deliver and support service.

Outline: ITIL® 4 Specialist Create, Deliver & Support (CDS) (ITIL4CDS)

  • Module 1: Introduction
  • Module 2: The Evolution of Professionalism in IT and Service Management
  • Module 3: Using Information and Technology to Create, Deliver, and Support Services
  • Module 4: Value Streams to Create, Deliver, and Support Services
  • Module 5: Prioritizing and Managing Work
  • Module 6: Conclusion
  • Appendix A: Examples of Value Streams
  • Further Research

Prices & Delivery methods

Online Training

3 days

  • US$ 2,385
Classroom Training

3 days

  • United States: US$ 2,385

Click on town name or "Online Training" to book Schedule

This is an Instructor-Led Classroom course
Guaranteed date:   This green checkmark in the Upcoming Schedule below indicates that this session is Guaranteed to Run.
Instructor-led Online Training:   This is an Instructor-Led Online (ILO) course. These sessions are conducted via WebEx in a VoIP environment and require an Internet Connection and headset with microphone connected to your computer or laptop.
This is a FLEX course, which is delivered simultaneously in two modalities. Choose to attend the Instructor-Led Online (ILO) virtual session or Instructor-Led Classroom (ILT) session.
*   This class is delivered by a partner.

United States

Guaranteed to Run Online Training 09:00 US/Eastern * Enroll