ITIL® 4 Create Deliver and Support (CDS)

Introduction

As organizations increasingly depend on digital solutions to deliver business value, IT professionals must ensure their services are both innovative and reliable. The ITIL® 4 Create, Deliver and Support (CDS) Training Course by equips participants with the essential knowledge and tools to design, build, and manage effective IT-enabled services in today’s fast-paced and competitive landscape. This ITIL Specialist module focuses on the operational aspects of the IT service lifecycle — covering how services are created, delivered, and supported to meet business goals efficiently. Through a structured approach, the course integrates Agile, Lean, and DevOps methodologies, helping professionals drive continuous improvement and enhance the user experience across digital service environments. Participants attending this training course will gain in-depth insights into value stream optimization, team management, service delivery excellence, and alignment of IT services with organizational strategy. Practical exercises, discussions, and real-world case studies ensure a comprehensive understanding of how to deliver high-performing IT services that support enterprise success.

By the end of this ITIL® 4 Create Deliver and Support Course, participants will develop:

• The ability to optimize value streams and workflows for improved service delivery
• Knowledge of effective IT team management and collaboration methods
• Insight into aligning digital services with organizational strategy
• Skills to integrate Agile, Lean, and DevOps practices within IT environments
• Competence in developing and monitoring service value streams
• Understanding of how to adopt new technologies for enhanced performance and innovation

Objectives

This ITIL® 4 Create Deliver and Support (CDS) Training Course aims to enable participants to:

• Understand how to plan, design, and build service value streams
• Create, deliver, and support digital services effectively across lifecycles
• Apply concepts of workflow, process optimization, and collaboration
• Review industry-leading service management solutions and vendors
• Develop models that integrate people, process, and technology
• Implement and embed new technologies to drive service excellence
• Align IT service operations with strategic business objectives

Training Methodology

This training course follows a highly interactive methodology designed to ensure active participation and engagement. Learning is delivered through a combination of instructor-led sessions, group exercises, and real-world case studies that demonstrate ITIL® best practices in action. Participants will benefit from hands-on activities designed to reinforce learning, as well as in-depth discussions that explore critical success factors in IT service delivery and management. Practical scenarios, peer collaboration, and guided exercises allow participants to apply new concepts directly to their organizational context, ensuring practical takeaways and measurable outcomes.

Who Should Attend?

This ITIL® 4 Create Deliver and Support (CDS) Training Course is designed for professionals who work in IT service delivery and management, or those aspiring to leadership roles within digital and technology environments. It is especially valuable for:

• IT Professionals and Leaders within the technology and service industries
• Information Security Managers and Technical Specialists
• IT Service Managers and Team Leaders
• Executives and Managers seeking better control and visibility over IT operations
• Personnel transitioning into IT leadership roles
• Users of document and records management systems
• Individuals preparing for the ITIL® 4 CDS certification

This course provides a strong foundation for understanding how to manage, improve, and deliver IT services that meet both business and user needs.

Course Outline

Day 1: ITIL Certification

• Exam Preparation

• Certification Purpose

• ITIL Certification Scheme

• Examination Overview

• Certification Process

Day 2: Service Value Stream

• Organizational Structures

• Collaborative Teams

• Integrated Teams

• Shift-Left Concept and Approach

• Information Value

• Technology Value

Day 3: Process Mining

• Discovering Business Process

• Monitoring Business Process

• Visualising Business Process

• Analysing Business Process

• Improving Business Processes

Day 4: Create, Deliver and Support

• New Service Development Value Stream

• Existing Service Value Stream

• Managing Work as Tickets

• Prioritization and Demand Management

• Swarming

Day 5: ITIL processes

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

• New Service Development Value Stream