Introduction

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, IT-enabled services, teams and workflows.

Contents

1. Understand how to plan and build a service value stream to create, deliver and support services
   
   • Understand the concepts and challenges relating to the following across the service value system:
     
     • Organizational structure
     • Integrated/collaborative teams 
     • Team capabilities, roles and competencies 
     • Team culture and differences
     • Working to a customer-orientated mindset 
     • Employee satisfaction management 
     • The value of positive communications 
   • Understand how to use a ‘shift-left’ approach 
   • Know how to plan and manage resources in the service value system, including:
     
     • Team collaboration and integration
     • Workforce planning
     • Results based measuring and reporting 
     • The culture of continual improvement
   • Understand the use and value of information and technology across the service value system, including:
     • Integrated service management toolsets
     • Integration and data sharing
     • Reporting and advanced analytics
     • Collaboration and workflow
     • Robotic process automation (RPA)
     • Artificial intelligence and machine learning
     • Continuous integration and delivery/deployment (CI/CD)
     • Information models
2. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
   • Know how to use a value stream to design, develop and transition new services
   • 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 
   • Know how to use a value stream to provide user support
   • Know how the following ITIL practices contribute to a value stream for user support
     • Service desk, Incident management, Problem management, Knowledge management, Service level management, Monitoring and event management
3. Know how to create, deliver and support services
   • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:
     
     • Managing work as tickets
     • Prioritizing work
   • Understand the use and value of the following across the service value system:
     
     • Buy vs build considerations
     • Sourcing options
     • Service integration and management