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ITDG002 – ITIL® 4 Specialist: Create, Deliver & Support (CDS)

Description

ITDG002 – ITIL® 4 Specialist: Create, Deliver & Support (CDS)

Overview

To truly optimize IT operations, organizations must view the design, build, testing, delivery, operation, and support of IT-enabled products and services as part of a single, interconnected system rather than isolated activities. When managed holistically, these activities form a continuous value creation process that directly supports business outcomes. 

The ITIL® 4 Specialist: Create, Deliver & Support (CDS) program provides a structured framework for managing IT operations as an integrated whole. It enables IT professionals to create seamless operational workflows that maximize value for both the business and end users. The program emphasizes continual iteration, feedback loops, and performance improvement across the service lifecycle. 

This program is part of the ITIL Managing Professional (MP) stream and prepares participants to apply ITIL® 4 CDS concepts effectively in real-world operational environments while building readiness for certification. 

  • 93% positive reviews (142)
  • 1892 students

This program can be tailored to your specific business needs.

A little bit of personalization goes a long way. Ask us for a no-obligation Training Needs Analysis (TNA) so we can tailor this, or any other CSG program to meet your learning outcomes.

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Objectives

By the end of this program, participants will be able to: 

  • Manage IT operations as holistic, end-to-end value streams 
  • Design, build, test, deliver, and support IT-enabled products and services using iterative and feedback-driven approaches 
  • Integrate multiple value streams under a unified service management framework 
  • Apply ITIL® 4 practices to create, deliver, and support services effectively 
  • Assess service performance and implement continual improvement initiatives 
  • Support stable operations while enabling innovation and continuous value creation 

1 Day

  • IT Service Management Professionals
  • IT Operations & Support Teams
  • Service Delivery Managers
  • DevOps & Agile Practitioners
  • ITIL Practitioners pursuing Managing Professional (MP) certification
  • Professionals responsible for end-to-end IT service delivery

Modules:

Module 1: Professionalism in IT Service Management
  • Communication and its impact on the Service Value System (SVS) 
  • Organizational structures, people, teams, and cultures 
  • Creating and sustaining a culture of continual improvement 
  • Effective resource management 
  • Results-based reporting and performance metrics 
  • Use of information and technology in service creation and support 
  • Collaboration, automation, integration, data sharing, and AI 
  • Selecting and applying information models 
  • Structure of ITIL service value chains and value streams 
  • Organizational use of value chains and value streams 
  • Key terminology, definitions, and analogies 
  • Creating value streams for new services using core ITIL practices 
  • Restoring live services using ITIL value streams 
  • User support journey mapping 
  • Key processes for mapping and improving value streams 
  • Coordinating and managing work activities 
  • Work prioritization techniques, including swarming 
  • Commercial considerations: sourcing and building service components 
  • Defining requirements, sourcing models, and commodification 
  • Managing and integrating services 
  • Structuring work to support service creation, delivery, and operations 
  • Practice examination aligned to ITIL® 4 CDS 
  • Examination techniques and preparation strategies 
  • Review of key learning points 
  • Knowledge checks and revision activities 
  • Final guidance for applying CDS concepts in the workplace 

Program Methodology

  • Hands-on Activities: Practical exercises to reinforce theoretical concepts.
  • Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
  • Role Plays: Simulations of realistic situations to build practical skills.
  • Feedback Sessions: Reviews and reflections to encourage improvement.
  • Problem-solving Exercises: Develop critical thinking and decision-making skills.
  • Experiential Learning: Learning by doing, promoting active involvement.
  • Interactive Lectures: Engaging presentations by experts in the field.
  • Case Studies: Real-world scenarios for learners to apply their knowledge.
  • Quizzes & Tests: Regular assessments to track learning progress.

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