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Ace Skills Consulting
PeopleCertIntermediate

ITIL 4 CDS: ITIL® 4 Specialist: Create, Deliver & Support

Design value streams and run service teams that deliver and support services well, aligned to ITIL 4 CDS.

  • 24 hours of live, interactive sessions
  • Value stream mapping for service creation and support
  • Team culture, collaboration and workflow
  • Information, technology and automation choices
  • Mock exam with review
Aligned to PeopleCert exam ITIL 4 CDS
Duration
3 Days | 24 Hrs
Next batch
Batches on request
Delivery
Live Online · Onsite · Corporate
Level
Intermediate
Exam
ITIL 4 CDS
Language
English

Why learn ITIL 4 CDS with Ace Skills

  • Value stream design

    Map and improve the end-to-end flow from demand to value for real services.

  • Better support teams

    Explore team structures, culture and swarming approaches that speed up resolution.

  • Technology choices

    Decide where automation and integration genuinely help service delivery.

  • Exam preparation

    Scenario practice and a mock exam aligned to the CDS exam style.

Course overview

ITIL 4 Foundation explains what service management is. Create, Deliver and Support shows how to do it day to day: organising teams, building value streams from demand to value, managing work and queues, and using technology and automation sensibly. It is one of the modules towards the ITIL Managing Professional designation, and this three-day course is aligned to its exam.

Day one focuses on people: organisational structures, team competencies, collaboration, culture and continual improvement, and how integrated and Lean ways of working affect service teams. Day two turns to value streams: designing and mapping them, applying them to new services, user support and incident resolution, and integrating key ITIL practices into them. Day three covers prioritising and managing work, queues and swarming, sourcing and buy-versus-build decisions, the role of information and technology including automation and integration, and finishes with exam preparation.

Practical exercises include mapping a value stream for a new service, identifying waste and bottlenecks, designing a support value stream for incident resolution, and choosing between prioritisation approaches for a support team.

This course is aligned to the ITIL 4 Specialist: Create, Deliver and Support exam. ITIL 4 Foundation is a prerequisite for the exam. Ace Skills Consulting does not provide official PeopleCert courseware; confirm current exam arrangements and fees with PeopleCert before booking.

Key features

  • Trainer with service delivery and support experience
  • Plan aligned to the CDS syllabus
  • Value stream mapping workshops
  • Team and workflow design exercises
  • Practice questions and mock exam
  • Course completion certificate from Ace Skills Consulting

Who should attend

  • IT service managers and team leads
  • Service desk and support managers
  • Operations and DevOps practitioners
  • ITSM process owners
  • ITIL 4 Foundation holders progressing further

Prerequisites

  • ITIL 4 Foundation certification (required for the exam)
  • Experience working in IT service delivery is recommended

Curriculum

3 Days · 24 Hours · 9 Modules · 4 Labs

  1. Organisational structures

    • Structures for service delivery
    • Integrated service teams
    • Roles and competencies

    Culture and collaboration

    • Team culture and differences
    • Collaboration and communication
    • Customer orientation
    • Continual improvement culture
    • Lab: Assess and improve a service team's ways of working · 40 min

    Workforce planning

    • Workforce and talent management
    • Employee satisfaction
    • Results-based measurement

  2. Value stream design

    • Value stream concepts
    • Mapping value streams
    • Waste and bottlenecks
    • Lab: Map a value stream for a new service · 50 min

    Value streams in practice

    • Developing and deploying a new service
    • User support value stream
    • Restoring a live service
    • Lab: Design a support value stream for incident resolution · 45 min

    Practices in value streams

    • Integrating ITIL practices
    • Service design and testing practices
    • Deployment and release considerations

  3. Managing work

    • Prioritising work and queues
    • Swarming
    • Shift-left approaches
    • Lab: Choose prioritisation and swarming approaches for a support team · 35 min

    Sourcing and technology

    • Buy vs build
    • Sourcing options
    • Information, integration and automation
    • Knowledge management

    Exam readiness

    • Exam format and strategy
    • Mock exam and review
Download full syllabus (PDF)

Skills you will gain

  • ITIL 4
  • Value stream mapping
  • Service design
  • Team design
  • Service culture
  • Work prioritisation
  • Swarming
  • Shift-left
  • Automation
  • Knowledge management
  • Sourcing decisions

Tools & technologies

  • Value stream mapping templates
  • ITSM tool demonstrations
  • Miro

Certification exam

Exam details
Exam nameITIL 4 Specialist: Create, Deliver and Support
Exam codeITIL 4 CDS
Number of questions40
Duration90 minutes
Passing score70% (28 of 40)
Voucher includedNo — book directly with the vendor
Question formatMultiple choice
DeliveryOnline proctored

Skill areas measured

  1. Organisations, teams and culture
  2. Value streams for creating, delivering and supporting services
  3. Prioritising and managing work
  4. Sourcing and information and technology

Exam details are pending verification. Vendors change exams; confirm on the official vendor page before booking. Official exam page (opens in a new tab)

Schedule & Pricing

Live Online

Individual

Price on request

  • 24 hours of live, trainer-led sessions
  • 4 hands-on labs
  • Ace Skills course completion certificate

Onsite

At your office or our centre

Pricing depends on location, group size and dates.

  • Delivered at your premises or an Ace centre
  • Same curriculum and labs as live online
  • Dates planned around your team

Corporate / Team

Private batch for your organisation

A private batch with content adapted to your environment and goals.

  • Customised curriculum
  • Private batch, online or onsite
  • Progress and assessment reports
  • GST invoice and PO-based billing

No public batches scheduled — Talk to an Advisor for a private batch.

Projects & labs you will build

  • Day 2 · 50 min

    Map a value stream for a new service

Your certificate

Certificate of Completion — Ace Skills Consulting

Awarded on completing the course. It records the course title and training hours, and you can share it on your LinkedIn profile.

The PeopleCert certification itself is awarded by PeopleCert when you pass exam ITIL 4 CDS.

Frequently asked questions

Do I need ITIL 4 Foundation first?

Yes. ITIL 4 Foundation is a prerequisite for the CDS exam.

Is the exam included?

Exam arrangements depend on the batch. Check the batch details or ask our team, and confirm current rules with PeopleCert.

Does CDS count towards ITIL Managing Professional?

Yes. CDS is one of the modules for the Managing Professional designation; confirm current pathway rules with PeopleCert.

Is this course practical?

Yes. Most sessions include workshops on value streams, teams and work management.

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Train your team on ITIL 4 CDS

Private batches online or at your office in India and the GCC, with a curriculum adapted to your environment.