The ITIL 4 Create, Deliver & Support (CDS) course provides a globally recognised certification, focusing on service management and delivery excellence. Ideal for IT professionals, this course equips you with the knowledge and skills required to effectively design, deliver and create digital services that align with customer expectations.
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ITIL® 4 Create, Deliver and Support (CDS)
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Deliver effective and streamlined services with ITIL 4 Create, Deliver & Support
The course equips you with essential tools and insights to increase efficiency, optimise services, and meet changing business needs. You’ll learn to utilise the ITIL 4 guidance to enhance IT service delivery, improve customer satisfaction, align services with business goals, and streamline operations for minimal disruptions.
Learning objectives
By the end of the course, you will:
- Understand how to plan and build a service value stream
- Know how ITIL practices contribute to creation, delivery and support
- Know how to create, deliver and support services
What you'll learn
This course equips you with the skills to manage IT services. You’ll learn to optimise operations, align services with business goals, and drive continuous improvement. Gain practical skills to help minimise disruptions, enhance customer satisfaction, and confidently lead IT service delivery.
Create an effective flow of work
This course teaches you to establish an effective flow of work by planning and managing resources within value streams. You’ll explore modern approaches like SHIFT LEFT, which empowers teams to address issues earlier in the lifecycle, improving efficiency and reducing bottlenecks. Additionally, Continuous Integration and Continuous Delivery (CI/CD) helps automate and accelerate service updates, ensuring rapid, reliable delivery. These techniques enable you to build flexible, optimised services that meet demand, support proactive management, and encourage a systems-thinking approach across IT operations.
Integrate technologies to improve service delivery
Learn how to integrate cutting-edge technologies such as robotics, AI, machine learning, and advanced analytics across the value chain. By incorporating these innovations, you’ll enhance automation, decision-making, and service personalisation, boosting operational efficiency and responsiveness. Robotics and AI streamline routine tasks, reducing manual workloads and freeing up resources, while machine learning and analytics offer predictive insights for better planning and faster issue resolution. This flexible, tech-enabled approach ensures your IT services can adapt seamlessly as new technologies emerge, maintaining a competitive edge and supporting continuous service improvement.
Build a culture of success
This course will help you build a culture of success by embracing new ways of working, such as Agile and DevOps. These approaches foster better communication and integration across service creation, delivery, and support, allowing teams to respond rapidly to change and drive continuous improvement. By adopting Servant Leadership, you’ll learn to empower teams to operate autonomously and make decisions aligned with organisational goals. This leadership style encourages collaboration, accountability, and innovation, ultimately creating resilient teams that are prepared to adapt and excel in dynamic environments.
What's included
- Accredited ITIL 4 Create, Deliver & Support training
- ITIL 4 Create, Deliver & Support exam
- Official ITIL 4 Create, Deliver & Support manual
- Tutor support
- Further optional extras, including Take2 exam insurance, available at checkout
Key facts
Certification
ITIL 4 Create, Deliver & Support
Who's it for
IT Operations Managers, Service Desk Managers, Developers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Availability Managers, IT Support Manager, Information Security, Data Center Support Specialists.
Prerequisites
You need to hold a valid ITIL v3 or ITIL 4 Foundation certification.
Exam information
90 minutes, multiple choice, closed book, 70% pass mark, online exam via remote proctor.
Optional extras
Official ITIL 4 Create, Deliver & Support manual, Take2 exam insurance.
Pre-course
Mandatory online pre-course if you select classroom or live virtual classroom study options.
FAQs
The ideal next step after ITIL 4 Foundation to help you drive tangible improvements in your organisation’s service management practices.
What are the benefits of certifying in ITIL 4 Create, Deliver & Support?
Certifying in ITIL 4 Create, Deliver & Support empowers IT professionals to align their work with IT and business strategies to meet today’s fast-evolving demands. You’ll learn how to enhance service development, optimise support, and improve customer value. The course covers effective service performance measurement, streamlined workflows, and resource planning for value streams. Additionally, it equips you to integrate technologies such AI, machine learning, and robotics, adapting as innovations emerge. The ITIL guiding principles also offer a unified approach for using Agile, DevOps, and SHIFT LEFT, creating a flexible framework for successful, future-ready service management.
Does ITIL 4 Create, Deliver & Support expire?
Yes, you have to renew your certification within three years of the award date to remain current. There are multiple ways to recertify, more information regarding the options can be found on the PeopleCert website.
What is the pass mark for the ITIL 4 Create, Deliver & Support exam?
The exam is multiple choice and closed book. There are 40 questions each worth one mark. The pass mark is 70%, which means you need to achieve a total of 28 marks or more to pass.
What are the prerequisites for this course?
You need ITIL v3 or ITIL 4 Foundation to be eligible for ITIL 4 Create, Deliver & Support.
Is ITIL 4 Create, Deliver & Support part of the Managing Professional designation?
Yes, it is one of three certifications that forms the Managing Professional designation. To achieve it, you must pass three higher level certifications – Create, Deliver & Support, Drive Stakeholder Value and High-velocity IT.
What our customers say
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