ITIL4 Specialist – Create, Deliver and Support: Course Author Blog

Our latest eLearning course has arrived! If you’re ready to start your journey towards ITIL 4 Managing Professional status, or just keen to learn more about the Create, Deliver and Support specialist training, this blog is for you.

Course lead author Claire Agutter shares her inside knowledge and top tips to help you decide if this ITIL 4 certification is right for you, and prepare for your studies.

Where does this course fit in the ITIL 4 qualification scheme?

Create, Deliver & Support (CDS) is one of the ITIL specialist courses. You can take the course as a standalone certification or take the other specialist courses to become an ITIL 4 Managing Professional. We have all of the specialist courses currently in production, make sure you sign up to our newsletter to be notified as they are released. 

Don’t forget, if you already hold 17 credits from the ITIL v3 scheme or are an ITIL Expert, you can take the Managing Professional Transition course instead of the four specialist courses. View the course information for the Managing Professional Transition.

Who is the course for?

The CDS course is aimed towards IT and ITSM practitioners, managers and leaders who are responsible for the operation of IT-enabled and digital products and services. It is also very useful for:

  • Roles responsible for service delivery and deployment
  • Roles responsible for monitoring and support
  • Roles responsible for assuring that services are delivered and support to agreed levels
  • Anyone with an interest in value streams and their application to new and existing services


Specific role titles that will benefit from this course will include:

  • IT Operations Manager
  • Service Desk Manager
  • Development Managers
  • Developers
  • Infrastructure Operations Engineer
  • Change and Release Manager
  • Incident Manager
  • Problem Manager
  • Service Transition Manager
  • Application Operations Engineer
  • Availability Manager
  • IT Coordinator
  • Network Systems Administrator
  • IT Support Manager
  • Technical Support Engineer
  • Information Security
  • Data Center Support Specialist
  • And more…

If you’ve got questions about whether this course will be suitable for you, get in touch.

How is the course structured?

The course is structured around five modules, each broken down into individual lessons so that you can manage your learning at your own pace and to suit your lifestyle. As with all of our courses, the lessons include a mixture of self-paced on-screen content, exercises, storytelling and animations, quizzes and downloadable documents.

The modules include:

  • Module 1 – SVS Key Concepts and Challenges
  • Module 2 – Value Streams for a New Service
  • Module 3 – Value Streams for User Support
  • Module 4 – Know how to Create, Deliver and Support Services
  • Module 5 – Summary and Exam Preparation

The ITIL 4 practices included in the course are:

  • Service design
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

What are the key learning points?

Taking the ITIL 4 Create, Deliver & Support training will provide you with the skills and knowledge to:

  • Adopt the ITIL practices to enable working methods aligned to the entire IT function and wider business strategy
  • Improve how services are developed and how users are supported
  • Utilize ITIL practices to effectively measure service performance and improve efficiencies across teams, value streams and workflows
  • Learn how to plan and manage resources into effective value streams
  • Integrate new technologies across the value chain, including robotics, AI, machine learning and advanced analytics; and continually evolve as new innovations emerge
  • Use the ITIL guiding principles to establish a universal approach to work across multiple methodologies and frameworks, including Agile, DevOps and Shift Left.

What will I find interesting?

If you already have some ITSM and ITIL experience, you’ll enjoy learning about how the scope of ITIL 4 extends beyond traditional ‘core’ service management activities and includes content related to the creation of services.

Whether you’ve got in-depth ITIL experience or not, learning about how to apply value streams for both new services and operational areas like user support will be of great interest. You’ll identify areas where you can create real, measurable improvements in your own organization.

What will I find most challenging?

The course expands the scope of what many organizations consider to be ‘service management’, which will be challenging for some delegates. You’ll need to think about the big picture of service creation and delivery. Building and delivering the right things will reduce the number of issues experienced by support teams, so the knowledge you’ll have will be of real value.

What are the benefits of ITIL 4 Create, Deliver and Support specialist certification?

ITIL 4 Specialist: CDS will help you as a professional to:

  • Improve existing processes
  • Effectively manage IT teams
  • Optimize value streams and workflows
  • Align digital services with business strategy
  • Develop services to meet demand
  • Integrate new technologies
  • Embed Lean, Agile, DevOps ways of working

 

The ITIL 4 certifications are valued around the world and recognized by employers as a sign that you have up to date service management skills and knowledge. Achieving the certification is an investment in your career.  

What are the benefits of taking the ITSM Zone eLearning course for ITIL 4 CDS?

Let’s consider this question from the organizational and the individual perspective.

For organizations, there will be tangible benefits realized by training staff in the CDS module. Anyone attending the course will be able to build on existing service management processes and capabilities in the organization, blending in new ways of working and methods to create more value. Your staff will think holistically in terms of value streams, allowing them to identify where change is needed.

For individuals, there are the obvious employability benefits that come with having up to date certifications on your resume. But training is about so much more than just having a certificate, it’s about exposure to new ideas and the outcomes that this can deliver. If you’ve been working in ITSM for a long time, this training will give you an opportunity to embrace new concepts and challenge the mentality of ‘but we’ve always done it that way’!

About the author

Claire Agutter is the founder and lead tutor at ITSM Zone. Catch up with Claire on the ITSM Crowd every month for 30 minutes of ITSM knowledge sharing.

Follow Claire on social media:

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