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

The ITIL 4 Specialist: Create, Deliver and Support (CDS) certification focuses on the integration of service management practices for effective delivery and support of services. It emphasizes designing and transitioning services, delivering value to customers, and supporting services effectively. This certification enables professionals to enhance their knowledge of the key elements and practices necessary to create, deliver, and support IT services within a modern, agile, and collaborative business environment. The CDS certification is part of the ITIL 4 framework, which aims to provide an adaptable, scalable, and flexible approach to service management.
Why is ITIL 4 Specialist: Create, Deliver and Support (CDS) important?

• Provides in-depth knowledge of service design, delivery, and support practices.
• Focuses on integrating service management practices in real-world scenarios.
• Enhances skills to ensure efficient service transition and customer value.
• Supports the development of a collaborative culture within IT service management teams.
• Aids professionals in understanding modern IT service management strategies.
• Helps organizations align IT services with customer needs and business goals.
• Complements career progression within the IT service management domain.

Who should take the ITIL 4 Specialist: Create, Deliver and Support (CDS) Exam?

• IT Service Manager
• Service Delivery Manager
• Operations Manager
• Service Design Specialist
• ITIL Process Owner
• Change Manager
• Release Manager
• Service Support Manager
• Service Desk Manager
• IT Project Manager

Skills Evaluated

Candidates taking the certification exam on the ITIL 4 Specialist: Create, Deliver and Support (CDS) is evaluated for the following skills:

• Designing and managing service delivery processes.
• Managing service performance and continuous improvement.
• Transitioning and supporting services.
• Applying Agile and DevOps practices in IT service management.
• Ensuring alignment between service providers and customer expectations.
• Applying service management practices in day-to-day operations.
• Managing relationships with stakeholders and customers.
• Understanding the importance of service-level agreements (SLAs) and their role in service delivery.

ITIL 4 Specialist: Create, Deliver and Support (CDS) Certification Course Outline
The ITIL 4 Specialist: Create, Deliver and Support (CDS) Certification covers the following topics -

Module 1: Introduction to ITIL 4

• Explain the ITIL 4 framework and its purpose.

• Understand key concepts and foundational principles.

• Describe the ITIL 4 Service Value Chain and its components.

• Determine how ITIL 4 Practices enhance service management.

Module 2: Learn to Create

• Understand the importance of Service Strategy in the ITIL framework.

• Describe the fundamentals of Service Design.

• Explain the ITIL Design Principles and their application.

• Determine the role of Service Design Packages.

• Explain the coordination necessary for effective Service Design.

Module 3: Process to Deliver

• Explain the role of Service Transition in service delivery.

• Understand Transition Planning for effective implementation.

• Describe Change Management processes within ITIL.

• Determine the objectives of Service Release and Knowledge Management.

• Explain the importance of Service Validation.

• Understand Service Operation within the CDS framework.

• Prepare for the ITIL 4 Specialist: Create, Deliver, and Support (CDS) exam.

Module 4: Overview of Support

• Explain the scope and purpose of Service Operation.

• Understand and apply Incident Management processes.

• Describe Problem Management practices.

• Explain Access Management functions.

• Determine the processes in Service Request Management.

• Describe Event Management and Monitoring practices.

• Explain Continual Improvement strategies in ITIL.

Module 5: Understand ITIL Practices for CDS

• Describe the Service Design Practice.

• Explain Service Transition Practice.

• Understand Service Operation Practice.

• Explain Continual Improvement Practice.

• Determine the relevance of additional ITIL Practices where applicable.