This accredited ITIL 4 Specialist: Create, Deliver & Support course offers everything needed to pass the official examination and comes with a FREE exam voucher. This ITIL 4 CDS module belongs to the 'ITIL Managing Professional (MP)' stream and demonstrates how to deliver real and sustainable value in the ITIL service lifecycle by seamlessly integrating various concurrent elements.
Successfully passing the exam is a requirement for winning the ‘ITIL Managing Professional’ designation, which is subsequently required for reaching the level of 'ITIL Master'.
Why take this course?
‘ITIL Specialist: Create, Deliver and Support’ is one of the modules in the new ITIL Managing Professional (MP) stream. It goes into detail on how ITIL practitioners can integrate the various elements of IT, including designing, building, testing, launching, running and supporting IT-enabled products and services, in order to deliver real and sustainable value. This ongoing process is central to the development and operation of technology systems and services, all of which must be designed and built to be seamlessly integrated.
This course was developed by Good e-Learning’s in-house team of corporate training specialists. It offers a variety of assets designed to not only help students prepare for the official examination, but also to give them a solid practical understanding of the subject matter. They include mock exams, a glossary, quizzes, lesson plans, full transcripts, knowledge checks, and instructor-led videos. Students can also enjoy podcasts, simulations and real-world case studies to help them understand how to apply their new knowledge practically.
By the end of the course, students will be fully prepared to sit and pass the ITIL 4 CDS examination.
Students who take this course will learn:
How different value streams are built, tested and delivered, as part of an end to end process of continual iterations and feedback loops
How to integrate various value streams
How to assess service performance and utilize methods designed to improve service quality
How to use ITIL 4 in practice to plan and build value streams and chains, creating, delivering and supporting services that deliver essential value
Everything needed to pass the official ITIL 4 CDS exam
Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador
Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination
This introductory module gets students up to speed with the main features, aims, objectives, and structure of the course, along with the overall learning plan.
Students receive a syllabus, diagram pack, glossary, further reading and links document, and a collection of refresher materials. The module also covers some of the most frequently asked questions for the ITIL 4 Managing Professional stream.
Module 1: Professionalism in IT Service Management
This module examines the role of different business skills in IT service management, including:
How organizations are typically structured, with people, teams, cultures all creating potential challenges to service value systems (SVS) What kind of impact good communication can have on an SVS How to plan and manage resources and utilize results-based reporting The importance of creating and sustaining cultures that support continual improvement The inherent value of information and technology, and how they can be used to create, deliver and support services. This can include collaboration, robotic process automation, integration and data sharing, machine learning and artificial intelligence How to choose and implement effective information models
Module 2: Using ITIL Practices & Value Streams to Create, Deliver & Support Services
This module examines ITIL value chains and value streams, as well as several ITIL practices. It addresses:
Key terminology, definitions, and analogies The structure of typical ITIL service value chains and value streams, and how they are utilized within businesses and organizations How to design value streams and describe steps within a value stream Value stream mapping and processes, along with their considerations How to create value streams for new services and apply core ITIL practices to ensure their success How to restore live services by creating value streams and applying core ITIL practices to ensure their success What a user support journey map looks like
Module 3: Prioritization and Managing Work
This module looks at how to coordinate and manage work activities, including:
How to prioritize and structure work in order to create, deliver and support IT-enabled services Various techniques which can be used to support work prioritization, such as ‘swarming’ Important commercial considerations, including sourcing and building components for individual services Defining requirements, sourcing models and commodification How to integrate and manage services
Module 4: Practice Exams
This module features one official practice exam to help students prepare for the official ITIL Specialist: Create, Deliver & Support examination.
Module 5: Course Wrap-Up
This is a short module that sign-posts the end of the course.
Exams / Assessments
This course is designed to prepare students to sit and pass the ITIL Specialist: Create, Deliver & Support examination. In order to sit the exam, students must satisfy one of the following criteria:
This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.
What you need to know about the exam:
This is a multiple choice 'Objective Test Question' (OTQ) exam consisting of 40 questions
There is a time limit of 90 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
In countries where English is a second language, the time allocated for the exam is extended to 113 minutes
You will be tested on:
How to integrate value streams and activities
How to create and deliver IT-enabled products, services, practices, methods and tools
How to support IT-enabled products, services, practices, methods and tools
Your understanding of service performance
Your understanding of quality and improvement
How to use ITIL 4 in practice to plan and build value streams and chains
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Exam Pledge from Good e-Learning
At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).
What is the format of my exam resit?
Resits are taken online via remote proctor. For more information about online exams, please visit our Support and FAQ pages.
How do I get my free 2nd exam voucher?
As long as you have purchased a Good e-Learning course that is eligible for Exam Pledge and adhere to the conditions listed below, you will be able to request a free resit. If you fail your first exam, simply contact our support team to claim your retake voucher.
Exam pledge conditions
As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Please see full terms here.