ITIL 4 CDS Course

The ITIL 4 Create, Deliver, and Support (CDS) course is an essential component of the ITIL 4 Managing Professional (MP) certification stream, designed for IT professionals who are responsible for the practical and technical aspects of service management. This course teaches the end-to-end activities involved in creating, delivering, and supporting IT services. With a focus on value creation and operational efficiency, ITIL 4 CDS is ideal for service managers, ITSM professionals, and those in operational roles seeking to optimize IT service delivery. 

Course Overview

The ITIL 4 CDS course is one of four modules in the ITIL 4 Managing Professional stream, alongside modules like Direct, Plan, and Improve (DPI), Drive Stakeholder Value (DSV), and High Velocity IT (HVIT). The CDS module emphasizes the practical, day-to-day aspects of service management and focuses on creating services that meet user needs efficiently and sustainably. This course is particularly beneficial for IT professionals who already have foundational knowledge of ITIL 4 and are ready to deepen their expertise in service delivery.

Key Learning Objectives Of ITIL 4 CDS

The main objectives of the ITIL 4 CDS course are:

• Understanding Service Value: Learning how to create and deliver value throughout the service lifecycle and improving customer and stakeholder satisfaction.

• Managing Operational Efficiency: Developing skills to enhance efficiency in service delivery, reduce waste, and support agile practices.

• Applying ITIL Management Practices: Gaining proficiency in service management practices such as incident, problem, and change management.

• Optimizing Value Streams: Learning to design and manage value streams for both creating and supporting IT services.

• Enhancing Collaboration and Communication: Improving ways to foster collaboration across teams, enabling more effective service management.

• Promoting Continual Improvement: Integrating a culture of continual improvement to ensure that services evolve in alignment with changing business needs and technologies.

Key Topics Covered In The ITIL 4 CDS Course

The course covers several vital topics and ITIL practices required to effectively create, deliver, and support IT services. Here’s an overview of the main sections:

1. Introduction to the Service Value System (SVS) and Service Value Chain (SVC)

The course begins by reinforcing ITIL 4 concepts around the Service Value System (SVS) and Service Value Chain (SVC). These frameworks help integrate various components of IT service management, ensuring alignment with organizational goals. The Service Value Chain activities, such as plan, improve, engage, design and transition, obtain/build, and deliver and support, provide the foundation for understanding how services are created, maintained, and improved.

2. Core ITIL Management Practices

The course provides a deep dive into essential ITIL management practices that play a crucial role in CDS:

• Incident Management: Ensuring incidents are resolved promptly to minimize business disruption.

• Problem Management: Identifying and resolving root causes to prevent recurring incidents.

• Change Enablement: Managing changes efficiently to reduce service interruptions.

• Service Level Management: Setting, managing, and delivering services aligned with agreed service levels.

• Service Desk Management: Ensuring a central point for service requests, incidents, and communication.

3. Designing and Optimizing Value Streams

The CDS course emphasizes value streams, a sequence of actions needed to deliver products or services. The course highlights two types of value streams:

• Value Streams for Service Creation: Covers the steps from planning to deploying new or updated services. It includes gathering requirements, planning resources, and designing services to meet organizational objectives.

• Value Streams for Service Support: Focuses on supporting existing services, emphasizing user engagement, quick resolution of incidents, and monitoring service performance.

Course Structure and Format

The ITIL 4 CDS course is typically delivered through classroom or virtual instructor-led training (ILT), and it may include group activities, discussions, case studies, and practical examples. Here’s what participants can expect:

• Duration: The course usually spans three to four days, though this may vary by training provider.

• Modules: The course is divided into modules that focus on different aspects of creating, delivering, and supporting IT services.

• Practice Exercises: Participants engage in exercises that involve applying theoretical concepts to practical scenarios, fostering a hands-on understanding of the material.

• Case Studies: Case studies help participants relate course concepts to real-world situations, often tailored to simulate typical organizational environments.

• Exam Preparation: The course includes dedicated sessions on exam preparation, with practice questions and tips to help participants pass the ITIL 4 CDS certification exam.

Benefits Of The ITIL 4 CDS Course

The ITIL 4 CDS course is highly valuable for both professionals and organizations:

• Enhanced Service Delivery: Participants gain skills to improve service reliability, efficiency, and customer satisfaction.

• Improved Operational Efficiency: With a focus on optimizing processes and reducing inefficiencies, CDS helps teams streamline workflows.

• Increased Career Opportunities: As part of the ITIL Managing Professional stream, CDS certification broadens career prospects in service management.

• Better Collaboration: CDS fosters a collaborative culture across IT teams, which translates to better service quality and responsiveness.

• Alignment with Business Goals: By understanding the connection between IT services and business outcomes, professionals can better align services with organizational needs.

Final Thoughts

The ITIL 4 Create, Deliver, and Support course is an essential module for those seeking to excel in IT service management roles. By providing practical insights into creating, delivering, and supporting IT services, the CDS course enables IT professionals to optimize service quality, efficiency, and customer satisfaction. This module, as part of the ITIL 4 Managing Professional certification, prepares professionals for a successful career in ITSM, equipping them with the knowledge to manage IT services effectively in today’s dynamic business environment.