ITIL® 4 Specialist Create Deliver and Support
The ITIL 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT enabled products and services, and relevant practices, methods and tools The ITIL 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification.
The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate's practical and technical knowledge about how to run successful, modern, ITenabled services, teams and workflows.
WHO SHOULD ATTEND?
This course is aimed at IT leaders and managers of all levels of the organisation who are seeking to obtain the ITIL Managing Professional (MP) designation or the ITIL Strategic Leader (SL) designation, and/or who are involved in shaping IT direction and strategy.
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.
The ITIL 4 Create, Deliver and Support (CDS) Exam Details
Material allowed None This is a 'closed book' exam.
The ITIL 4: Create, Deliver and Support publication and the ITIL Practices Guidance documentation should be used for study, but are NOT permitted to be used in the exam.
Exam duration 90 minutes Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
Number of marks 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark 28 marks You will need to get 28 questions correct (70%) to pass the exam.
Level of thinking Bloom's levels 2 & 3 "Bloom's level" describes the type of thinking needed to answer the question. For Bloom's 2 questions, you need to show understanding of the concepts, methods and principles of CDS. For Bloom's 3 questions, you need to demonstrate application of these concepts, methods and principles of CDS, as well as information from the related practices
Question types Standard classic, Negative, & List The questions are all 'multiple choice'. For the 'standard classic' questions, you have a question and four answer options. 'Negative' questions are 'standard' question in which the stem is negatively worded. For the 'list' questions, there is a list of four statements and you have to select two correct statements from the list.
ITIL 4 Create, Deliver & Support Syllabus
1. Understand how to plan and build a service value stream to create, deliver and support services:
1.1 Understand the concepts and challenges relating to the following across the service value system:
- Organizational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction measurement
- The value of positive communications
1.2 Understand how to use a 'shift left' approach
1.3 Know how to plan and manage resources in the service value system
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system:
- ITSM software
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous development and integration (CI/CD)
- Information models
2. Know your relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition
2.2 Know how the following ITIL practices contribute to a value stream for
a new service:
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the following ITIL practices contribute to a value stream for
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
3. Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritizing work
3.2 Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
- Individual professionals continuing their journey in IT 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
- existing ITIL qualification holders wishing to develop their knowledge.