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, IT-enabled services, teams and workflows.
Course Information
Schedules
- 3 May 2025 (Sat) 1:00 PM - 7:00 PM
Registration period
7 Oct 2024 (Mon) - 2 May 2025 (Fri)
Price
HKD 9,800
(Course Fee: HKD9,800 includes exam)
(Course Fee: HKD9,800 includes exam)
Course Level
Study Mode
Duration
18 Hour(s)
Language
Cantonese
Location
Unit A, 20/F, Success Commercial Building, 245-251 Hennessy Road, Wanchai, Hong Kong
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Course Overview
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
Course Objectives
Delivering services that equally meet consumer demand while remaining stable and reliable has become even more critical with the speed of IT change today.
Every service organization needs to create, deliver and support services and understand the skills and competencies that requires.
The new ITIL® 4 Specialist Create, Deliver and Support (CDS) module provides universal guidance that further explores the concepts introduced in ITIL 4 Foundation, while talking about challenges that modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.
CDS is not about technical aspects of IT service management. Instead, it takes a higher-level view of what needs to happen across all four dimensions of service management to create and manage effective and streamlined services. Accordingly, this module is geared towards the needs of more experienced ITIL practitioners (for example, team leads, managers, and consultants) responsible for the design, development, delivery and support of IT-enabled and digital products and services.
If you’re coming from an ITIL v3 perspective, similar concepts were explored in service design, transition and operation guidance. But while ITIL v3 guidance was concerned with “how” organizations executed work (e.g. how incidents should be managed), the CDS guidance is concerned with “what” the organization does (e.g. what activities the organization carries out while managing an incident).
In the new architecture of ITIL, the “how” is published as a practice, and the “what” is the value stream that draws upon the practice.
What You’ll Learn
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:
a) Organizational structure
b) Integrated/collaborative teams
c) Team capabilities, roles and competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
g) 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, including:
a) Team collaboration and integration
b) Workforce planning
c) Results based measuring and reporting
d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system, including:
a) Integrated service management toolsets
b) Integration and data sharing
c) Reporting and advanced analytics
d) Collaboration and workflow
e) Robotic process automation (RPA)
f) Artificial intelligence and machine learning
g) Continuous integration and delivery/deployment (CI/CD)
h) Information models
Know how 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 new services
2.2 Know how the following ITIL practices contribute to a value stream for a new service:
a) Service design
b) Software development and management
c) Deployment management
d) Release management
e) Service validation and testing
f) 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 user support:
a) Service desk
b) Incident management
c) Problem management
d) Knowledge management
e) Service level management
f) 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:
a) Managing work as tickets
b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
a) Buy vs build considerations
b) Sourcing options
c) Service integration and management
