ITIL® 4 Create Deliver and Support (CDS) virtual

Learning objectives

At the end of the course, you will:

• Understand how to plan and build a service value stream to create, deliver, and support services 
• Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams 
• Know how to create, deliver and support services

This is an intensive three-day virtual course that includes:

• All accompanying course material
• The CDS official manual
• The cost of the CDS examination (must be taken online via remote proctor within 12 months of purchase)

Materials

For last-minute bookings (10 working days or less before start date), you will be issued with digital materials – this will include all accompanying course materials (usually a workbook) and a manual, if this is included as part of your purchase.

The course materials will be provided in a PDF format and available for download via our virtual platform on the first day of the course. You will need to download and save the materials to your device, so that you can annotate them during the training course.

Your digital course manual will be sent as a PDF/eBook via email from TSO Customer Services (customer.service@tso.co.uk), and will only be compatible with Adobe Digital Editions. Therefore you will need to have this installed on your device.

If you would like to receive a physical copy of the manual, please get in touch with a member of our team, and they will talk you through your options.

What's covered?

• Course introduction
• Module 1: Organization and culture
• Module 2: Effective teams
• Module 3: Information technology to create, deliver and support service
• Module 4: Value stream
• Module 5: Value stream to create, deliver and support services
• Module 6: Value stream for user support
• Module 7: Prioritize and manage work
• Module 8: Commercial and sourcing considerations

Target audience

• 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
• Existing ITIL qualification holders wishing to develop their knowledge

There is mandatory pre-course work that must be undertaken prior to attending this course. You will be sent full instructions prior to the event. In addition, whilst attending the course there will also be some exam preparation evening work.

HOW YOU TAKE YOUR EXAM

The exam is taken online via remote proctor. Two weeks prior to course commencement ILX will arrange for an exam voucher to be issued. You then have a choice you can either:

• Book a suitable time after your virtual classroom event has finished to undertake your exam

OR

• We will advise you of recommended exam timings as part of the candidate guidance — this is issued three weeks prior to course commencement

Note: You are responsible for booking your own exam.

Exam format

• 90-minute duration
• Closed book
• 40 questions
• Pass mark is 70% or higher – a raw score of 28 marks or above