Home Events ITIL® 4 Specialist: Create, Deliver and Support (CDS)

ITIL® 4 Specialist: Create, Deliver and Support (CDS)


3 days


$2000 (Ex GST)


2 Exam vouchers


The ITIL 4 Specialist: Create, Deliver and Support (CDS) course is designed to provide IT practitioners with an understanding of service quality and improvement methods, enabling them to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

The ITIL 4 CDS course covers the integration of a number of “IT” areas of work: from design, to build and test, launch, run and support of products and services. The course provides information and guidance across a number of areas that are required to build and maintain a broad “professional” portfolio: collaboration, strong and positive culture, integrated teams, and employee satisfaction. The course provides an understanding on how to integrate different value streams and activities to create, deliver, and support IT-enabled products and services. It specifically focuses on two value streams, value stream for a new service, and value stream for user support. It also discusses the techniques to prioritise work and methods to manage work.

The ITIL 4 CDS module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course also includes a copy of the ITIL CDS Handbook, containing practical material for reference back in the workplace.

The course pricing includes the ITIL 4 Specialist: Create, Deliver and Support (CDS) Exam at the end of day 3 of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics
>  Organisation and Culture >  Information Technology to Create, Deliver and Support Service >  Value Stream for User Support >  Commercial and Sourcing Considerations >  Effective Teams >  Value Stream >  Value Stream to Create, Deliver and Support Services >  Prioritise and Manage Work

Skills Gained

The purpose of the ITIL 4 CDS module is to provide candidates with an understanding of:

  • how to plan and build a service value stream to create, deliver, and support services
  • how relevant ITIL practices contribute to the creation, delivery and support across the Service Value System (SVS) and value streams
  • how to create, deliver and support services
  • the changes in organisational structure and use of ITIL guiding principles to improve the organisational structure
  • the characteristics of good team culture, and the benefits and challenges of of continual improvement culture
  • how to plan and manage resources through workforce planning and results based measuring and reporting
  • the concept of advanced analytics and different methods to examine data, including data analytics
  • different tools, methods, and capabilities for managing work using an Agile approach
  • robotic process automation (RPA) and benefits of an RPA programme
  • the use and application of artificial intelligence (AI) in service design and delivery
  • Continuous Integration/Continuous Delivery (CI/CD) and its alignment with ITIL guiding principles
  • the considerations for and how to design a value stream for development of a new service, and for user support
  • the methods for minimising queues
  • the need for and different techniques for prioritising work
  • the concept of swarming
  • the shift-left approach
  • buy vs. build, and common sourcing models
  • the concept and models for service integration and management

Key Topics

Module 1: Organisation and Culture

  • Organisational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication

Module 2: Effective Teams

  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service

  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model

Module 4: Value Stream

  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

  • Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

  • Value Stream Model for Restoration of a Live Service

Module 7: Prioritise and Manage Work

  • Managing Queues and Backlogs
  • Prioritising Work
  • Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

Target Audience

This course is aimed at service management practitioners who manage the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery.

This course and the related certification can be beneficial for the following roles:

  • IT Operations Managers
  • Availability Managers
  • Service Desk staff
  • Service Managers
  • Service Architects
  • Security Managers
  • Process Owners
  • Process Managers
  • Technology Support teams
  • UX/UI Designers
  • Development Managers
  • Developers
  • DevOps Engineers
  • Site Reliability Engineers
  • Testers
  • Infrastructure Operations Engineer
  • Software Developers
  • Product Owners
  • Project Managers
  • Business Relationship Managers
  • Customer Relationship Managers

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.


There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 21 hours
  • Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

The supply of this course by ACG is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrollment in the course is conditional on acceptance of these terms and conditions.

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See what our clients have said about us

Komali's testimonial

I HIGHLY recommend ACG for anyone trying to get their certification, I got mine 🙂, and it was easy! The course comes with e-learning capability (I was able to access the online course easily , with great customer service). The online course helped me to go over the lessons/slides anytime I needed to review a topic after I left the classroom.

Sharons's testimonial

Best investment I made for my certification! I don't think I would have passed the exam if I did not have this expert guidance. I enjoyed the extra value adds like the exam practice on the champions website. It was well written and delivered, as well as easy for me to understand for a such a difficult topic. I've recommended it to my colleagues 🙂

Adam's testimonial

I like the fact that this book works slide by slide with the free eLearning. I can find the important stuff easily online via searching, plus it's narrated in a language that I can understand! I like how it's not all text, makes it easier to learn. The website support is very fast. It's clear the trainers have had years of experience in training Cyber Security.


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22/ 03/ 21 - 24/ 03/ 21


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