ITIL4 Specialist: Create, Deliver and Support (CDS) (inc. exam)

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NZ$1,600.00
NZ$1,600.00
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per item

ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

CDS builds on the concepts introduced in ITIL 4 Foundation. It is ideal for IT practitioners and leaders who want to make improvements to their organization’s service management methods, and to the operation of IT-enabled digital products and services.



Course Content:



  • Module 1 SVS Key Concepts and ChallengesLesson 1 – Organisational Structures
  • Lesson 2 – Culture, Competencies, and Teams
  • Lesson 3 – SVS Key Concepts and Challenges
  • Lesson 4 – Shift-Left
  • Lesson 5 – SVS Planning and Resource Management
  • Lesson 6 – The Impact of Information and Technology on CDS Activities: Part 1
  • Lesson 7 – The Impact of Information and Technology on CDS Activities: Part 2



  • Module 2 – Value Streams for New ServicesLesson 1 – Reviewing Service Value Chains and Service Value Streams
  • Lesson 2 – Practices that Contribute to a Value Stream for a New Service
  • Lesson 3 – Using the Practice Guides
  • Lesson 4 – Change Enablement – Part 1
  • Lesson 5 – Change Enablement – Part 2
  • Lesson 6 – Service Design and Software Development and Management Practices
  • Lesson 7 – Service Validation and Testing
  • Lesson 8 – Release Management and Deployment Management



  • Module 3 – Value Streams for User SupportLesson 1 – Using a Value Stream to Provide User Support
  • Lesson 2 – Practices that Contribute to a Value Stream for User Support
  • Lesson 3 – Service Desk
  • Lesson 4 – Incident Management
  • Lesson 5 – Problem Management
  • Lesson 6 – Knowledge Management
  • Lesson 7 – Service Level Management
  • Lesson 8 – Monitoring and Event Management



  • Module 4 – Know how to Create, Deliver and Support ServicesLesson 1 – Managing the Workload
  • Lesson 2 – Options for Service Delivery



Module 5 – Course Recap and Exam Preparation



Course duration: 18 hours



Course Options: all course licences are valid for 180 days


This course must only be sold with the exam and the relevant eBook



Prerequisites: Candidates must hold the ITIL Foundation Course. The ITIL Foundation is a pre-

requisite for anyone wanting to study higher level ITIL courses



Exam Details

Exam duration is 90 minutes, 40 questions with a 70% pass mark (28/40). Students must hold the ITIL 4 Foundation and have completed the course before requesting the exam voucher.



Who it’s for...

IT Operations Manager; Service Desk Manager; Development Managers; Developers; Infrastructure Operations Engineer; Change and Release Manager; Incident Manager; Problem Manager; Service Transition Manager; Application Operations Engineer; Availability Manager; IT Coordinator; Network Systems Administrator; IT Support Manager; Technical Support Engineer; Information Security; Data Centre Support Specialist and others



Course overview can be found here



More information on the ITIL4 qualification scheme can be found at Axelos