ITIL® 4 Managing Professional – Create Deliver & Support

Introduction

• The ITIL® 4 Managing Professional (MP) stream provides practical knowledge about how to run successful IT and digitally enabled services, teams and workflows

• 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.

• CDS is one of 4 specialist courses and qualifications that together will enable students to gain the designation of ITIL® 4 Managing Professional.

• It is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organization’s working methods in service management. The module is less about technical aspects, and more on a practical and holistic approach to the creation and management of effective and streamlined services.

 COURSE DURATION 3 Days

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Purpose

• CDS helps professionals who are responsible for service delivery, including development, deployment, and monitoring and support.  Assuring that services are delivered and supported according to agreed levels.

• Its purpose is 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. Also, to provide the candidate with an understanding of service performance, service quality and improvement methods.

• The course will help:

  • Improve existing processes

  • Effectively manage IT teams

  • Optimize value streams and workflows

  • Align digital services with business strategy

  • Develop services to meet demand

  • Integrate new technologies

  • Embed Lean, Agile, DevOps ways of working

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

Contents

Candidates can expect to gain comprehension and awareness in the following topics upon successful completion of the education and examination components related to this certification.

Understand the concepts and challenges relating to the following across the service value system:

• Organizational structure

• Integrated/collaborative teams

• Team capabilities, culture, roles and competencies

• Working to a customer-orientated mindset

• Employee satisfaction management

• The value of positive communications

• Workforce Planning

• The Culture of Continual Improvement

• Managing Queues, Backlogs and Prioritizing Work

• Shift Left

• Service Integration & Management

• Sourcing Options 

• Key activities for creating a Value Stream for a new service and for user support
• ​​The following practices are discussed briefly on this course:

• Service Design

• Change Enablement

• Continual Improvement

• Software Development & Management

• Service Validation & Testing

• Release Management

• Deployment Management 

• Service Desk

• Incident Management

• Problem Management

• Knowledge Management

• Service Level Management

• Monitoring & Event Management

• Workforce and Talent Management

Format

This is an instructor led classroom or virtual course that uses a combination of lectures, practical group discussions and exercises.  Sample exams are provided to prepare students for the examination. The classroom-based or virtual course includes a 90-minute, formal examination. On-line exams will be available for virtual courses.

Intended Audience

The target group of the ITIL® 4 CDS course is:

• Individuals continuing their journey in service management

• ITSM managers and aspiring ITSM managers

• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

This may include but is not limited to, IT professionals, business managers and business process owners.
 

The Examination

• The purpose of the ITIL® 4 Create, Deliver and Support Examination is 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, 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.

• The exam takes the form of a closed book, multiple choice examination comprising 40 questions. The pass score is 70% (28 out of 40).  Some students may be entitled to additional time – your instructor will give more details if required.

Prerequisites

The candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination)

ITIL® 4 Qualification Scheme

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