What Is ITIL 4 Specialist Create, Deliver And Support?

The ITIL 4 Specialist Create, Deliver and Support (CDS) module is a core part of the ITIL 4 Managing Professional (MP) certification path, specifically designed for IT professionals responsible for managing and delivering IT services. Focusing on end-to-end activities required to create, deliver, and support IT services effectively, the CDS module provides practical knowledge and tools to enhance service delivery, efficiency, and reliability within an organization. This course goes beyond foundational ITIL 4 concepts to offer a hands-on approach for those working in service management, helping organizations increase value and operational agility in today’s dynamic IT environments.

The Role of Create, Deliver, And Support In ITIL 4

The CDS module is one of four courses within the ITIL 4 Managing Professional certification track. This track is tailored to help IT professionals develop advanced skills and practical knowledge for working in IT service management, especially in operational and delivery-oriented roles. While the ITIL 4 Foundation module provides a general understanding of IT service management concepts, the CDS module digs deeper, addressing how to create and manage efficient, effective, and reliable services.

In the context of ITIL’s Service Value Chain, the CDS module concentrates on the create, deliver, and support activities that are essential for building and operating services aligned with business needs. It emphasizes the importance of establishing a balance between providing value and managing resources efficiently, ensuring services contribute to the overall goals of the organization.

Key Objectives Of ITIL 4 CDS

The primary objective of the CDS module is to equip IT professionals with the skills needed to streamline and optimize service management processes. The module’s goals include:

• Creating Value Through Service Delivery: CDS teaches how to align services with user needs and create value across the service lifecycle. This helps organizations develop services that not only meet user expectations but also enhance customer satisfaction.

• Efficient Service Management: Participants learn how to optimize service management processes, from incident handling to request management, ensuring that services are delivered efficiently without unnecessary delays or resource drain.

• Enhancing Collaboration and Communication: The CDS module emphasizes collaboration and communication between teams, an essential aspect of modern, agile IT organizations where cross-functional cooperation improves service delivery outcomes.

• Improving Agility and Flexibility: CDS teaches organizations to respond effectively to changing business needs, whether by adjusting existing services or implementing new ones quickly and effectively.

• Embedding Continuous Improvement: By integrating continuous improvement practices, CDS helps organizations ensure their IT services evolve in line with technological advancements and changing user needs.

Core Topics Covered In The ITIL 4 CDS Module

The CDS module encompasses a range of topics and ITIL practices that are crucial to managing service delivery effectively. Here’s an overview of the main subjects covered:

• Service Value Streams: The CDS module emphasizes the creation and optimization of value streams, which are sequences of actions needed to deliver specific services or products. Participants learn to map out and manage these value streams, ensuring they contribute to organizational goals and deliver expected outcomes.

• Service Management Practices: CDS covers key ITIL practices, including:

• Incident Management: Techniques to resolve unplanned service interruptions efficiently.

• Problem Management: Approaches for identifying and addressing the root causes of recurring issues, preventing future incidents.

• Service Request Management: Processes for managing user requests and inquiries in a timely manner.

• Change Enablement: Methods for handling changes to services and infrastructure without disrupting operations.

• Service Desk: Best practices for providing a central point of contact between users and IT, ensuring seamless interaction and high satisfaction.

• Service Design and Delivery: Participants learn how to design and deliver services that meet user requirements and organizational standards, covering aspects like resource allocation, cost-effectiveness, and operational sustainability.

• Monitoring and Event Management: The CDS module provides knowledge on monitoring IT environments proactively to detect and address potential issues before they impact users. This includes identifying, categorizing, and handling events based on their priority and severity.

• Optimizing and Automating Services: Automation plays a significant role in modern service management, and the CDS module explores ways to streamline service management tasks through automation. By automating repetitive tasks, organizations can reduce human error, increase efficiency, and allocate resources to more complex issues that require human intervention.

Exam And Certification Details

To earn the ITIL 4 Specialist Create, Deliver, and Support certification, candidates must pass an exam that assesses their understanding of the course content. Here’s an overview of the exam requirements:

• Format: Multiple-choice questions (40 questions).

• Duration: 90 minutes, with an additional 15 minutes for candidates whose first language is not English.

• Passing Score: A minimum score of 70% (28 out of 40 correct answers) is required to pass.

• Prerequisites: Completion of the ITIL 4 Foundation certification is required before attempting the CDS exam.

Conclusion

The ITIL 4 Specialist Create, Deliver, and Support module provides IT professionals with valuable knowledge and practical skills for delivering high-quality services efficiently. With its focus on creating value, optimizing resources, and promoting collaboration, CDS is a cornerstone of ITIL 4’s Managing Professional certification, preparing individuals and organizations to excel in service management in a rapidly evolving IT landscape.