The ITIL® 4 Specialist: Create, Deliver & Support (CDS) course is designed for professionals who have already completed the ITIL® 4 Foundation and are ready to advance their understanding of service management. This course provides an in-depth look into the key areas of service value creation, operational efficiency, and sustainable service delivery within modern IT and digital organizations.
The CDS module goes beyond theory to address the real-world challenges faced by service teams, including managing complexity, ensuring collaboration across teams and suppliers, and aligning operational models with organizational strategy. Through a mix of guided instruction, practical exercises, and case discussions, participants will gain both conceptual clarity and hands-on techniques to drive effective service delivery and support.
A key focus of the course is the ITIL Service Value System (SVS), particularly its operational model and how it enables organizations to co-create value through efficient value streams. Participants explore the relationship between organizational culture, structure, and team capability, while also learning to optimize sourcing strategies, demand management, and workflow prioritization.
This course equips learners not only with technical insights but also with strategic and cultural perspectives necessary to build high-performing service teams, improve operational performance, and ensure that services are delivered in a way that meets both customer expectations and business objectives.
Join us on this transformative journey to deepen your IT service management expertise and become a certified ITIL® 4 CDS Specialist.
Purpose of the Training
The ITIL® 4 Specialist: Create, Deliver & Support course is designed to deepen participants’ practical understanding of how to manage and optimize IT-enabled services across their full lifecycle — from planning and design to delivery and ongoing support. Participants will:
- Explore the role of organizational culture and leadership in shaping effective service management, based on the ITIL® guiding principles.
- Gain insight into workforce planning and the effective management of human and technical resources.
- Understand the impact of modern technologies such as artificial intelligence and cloud computing in the design, delivery, and support of digital services.
- Learn how to define, design, and manage service value streams that align with organizational goals and deliver value to customers.
- Discover how to apply selected ITIL® practices to build and manage value streams for new services and for user support.
- Acquire techniques for prioritizing and coordinating work effectively in dynamic service environments.
- Understand sourcing models and key considerations in the “build vs. buy” decision-making process.
- Be prepared to take the ITIL® 4 Specialist: Create, Deliver and Support certification exam.
Target Group
- ITIL® 4 Foundation certificate holders progressing toward Managing Professional or Practice Manager
- IT professionals involved in service design, delivery, and support
- Service managers and team leads responsible for day-to-day operations
- ITSM practitioners supporting coordination across practices
- Consultants helping organizations optimize service value streams
- Project or product managers seeking to align delivery with service management
Benefits
- Understanding how IT services are effectively created, delivered, and supported using ITIL® 4.
- Extended knowledge of the digital product lifecycle in the context of the ITIL® 4 operating model.
- Practical understanding of how to design and manage service value streams aligned with business needs.
- Deeper insight into how services are created, delivered, and supported within the Service Value System (SVS).
- Clear understanding of how selected ITIL practices contribute to efficient service delivery and support.
- Support for improving collaboration, managing IT teams effectively, aligning services with business strategy, and integrating new technologies using Lean, Agile, and DevOps approaches.
Exam and Certification
- prerequisites: ITIL® 4 Foundation certification and attendance at an accredited ITIL® 4 Specialist: Create, Deliver & Support training course,
- mandatory exam,
- multiple-choice, single-response questions test,
- number of questions: 40,
- pass threshold: 70% (28 out of 40 possible points),
- language of the exam: English, Polish, among others – selected on the Accreditor’s website during exam registration,
- current list of available exam languages can be found on the Accreditor’s website
- duration: 90 minutes (113 minutes for non-native speakers),
- mode: online (after online training) or in-person (after in-person training),
- date: post training, selected by participants at the Accreditor’s availability,
- closed book – no use of materials,
- validity of the certificate: 3 years,
- the participant who scores the necessary number of points in the exam is awarded the international certificate in electronic form.
Note! According to the Accreditor’s guidelines, the training must be purchased together with the exam package, which includes the online exam, access to the e-book, and Official Training Materials (OTM).
E-book
- E-book language: selected by the candidate on the Accreditor’s website during exam registration (language cannot be changed afterward),
- Available e-book languages: available in many languages including English and Polish
- Access: valid for 5 years exclusively on the Accreditor’s platform
OTM – Official Training Materials
- Official training materials developed by PeopleCert, available upon e-book activation
- OTM language: selected during exam registration on the Accreditor’s website
- Available OTM languages: available in multiple languages, including English and Polish
In addition to OTM, you will receive accredited training materials prepared by Inprogress in the form of a training presentation.
In addition, you can purchase exam retake Take2 Re-sit Exam Option. In case of a negative result, this option allows you to retake the exam in an online format within 6 months of the original date, without paying the full cost of the exam.
The Take2 Re-sit Exam Option can only be purchased when placing an order for the first exam date.
Training Programme
MODULE 1 – Organization and culture
- Organizational structures
- Team culture
- Continual improvement culture
- Collaborative culture
- Customer-oriented mindset
- Positive communication
- Knowledge check
MODULE 2 – Effective teams
- Capabilities, roles and competencies
- Workforce planning
- Employee satisfaction management
- Results-based measuring and reporting
- Knowledge check
MODULE 3 – Technology to create, deliver and support services
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation
- Artificial intelligence and machine learning
- Continuous Integration / Continuous Delivery or Deployment Pipeline
- Information model
- Knowledge check
MODULE 4 – Value streams
- Anatomy of value stream
- Designing a value stream
- Value stream mapping
- Knowledge check
MODULE 5 – Value stream to create, deliver and support services
- Value stream model for creation of a new service
- Knowledge check
MODULE 6 – Value stream for user support
- Value stream model for restoration of a live service
- Knowledge check
MODULE 7 – Prioritize and manage work
- Managing queues and backlogs
- Prioritizing work
- Swarming
- Shift-left approach
- Knowledge check
MODULE 8 – Commercial and sourcing considerations
- Build or buy
- Sourcing models
- Service integration and management
- Knowledge check
