ITIL 4 Specialist

The ITIL 4 CDS course covers the integration of a number of “IT” areas of work: from design, to build and test, launch, run and support of products and services. The course provides information and guidance across a number of areas that are required to build and maintain a broad “professional” portfolio: collaboration, strong and positive culture, integrated teams, and employee satisfaction. The course provides an understanding on how to integrate different value streams and activities to create, deliver, and support IT-enabled products and services. It specifically focuses on two value streams, value stream for a new service, and value stream for user support. It also discusses the techniques to prioritise work and methods to manage work.

The ITIL 4 CDS module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. This course also includes a copy of the ITIL CDS Handbook, containing practical material for reference back in the workplace.

Skills Gained

The purpose of the ITIL 4 CDS module is to provide candidates with an understanding of:

• how to plan and build a service value stream to create, deliver, and support services
• how relevant ITIL practices contribute to the creation, delivery and support across the Service Value System (SVS) and value streams
• how to create, deliver and support services
• the changes in organisational structure and use of ITIL guiding principles to improve the organisational structure
• the characteristics of good team culture, and the benefits and challenges of of continual improvement culture
• how to plan and manage resources through workforce planning and results based measuring and reporting
• the concept of advanced analytics and different methods to examine data, including data analytics
• different tools, methods, and capabilities for managing work using an Agile approach
• robotic process automation (RPA) and benefits of an RPA program
• the use and application of artificial intelligence (AI) in service design and delivery
• Continuous Integration/Continuous Delivery (CI/CD) and its alignment with ITIL guiding principles
• the considerations for and how to design a value stream for development of a new service, and for user support
• the methods for minimising queues
• the need for and different techniques for prioritising work
• the concept of swarming
• the shift-left approach
• buy vs. build, and common sourcing models
• the concept and models for service integration and management

Examination

The course pricing includes the ITIL 4 Specialist: Create, Deliver and Support (CDS) Exam at the end of day 3 of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.