ITIL 4 Specialist – Create, Deliver & Support

Begin date
24 Apr 2024
Number of Classes
Course price
1350 EUR

The ITIL® courses on this page are offered by ITSM CENTER d.o.o. ATO/Affiliate of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Course description

The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.
This 3-day course covers the core service management activities to cover the ‘creation and support’ of services.
The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model.


This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

Roles include:

  • Service Desk Directors/Managers;
  • IT Infrastructure & Support Directors/Managers;
  • Problem, Change, and Release Managers;
  • DevOps Directors/Managers;
  • Continual Improvement Program/Project Directors/Managers;
  • Senior Service & Support Analysts;
  • Process/Practice Owners;
  • Service Level Management Directors/Managers.

Exam is included in the course price.

Course outline

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management – detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Contact person

Irena Ivanovska
Head of ITIL Training Department
+389 70 246 146

Contact person for 

Marko Serafimovski
Head of International Business Development

Duration: 3 days


For this course you are required to have successfully attained your ITIL 4 Foundation certificate.

You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

Certificate: ITIL® Specialist

  • The exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body.
  • A passing mark of 70% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.

Learning Outcomes

  • Understand how to plan and build a service value stream to create, deliver, and support services:
  • Learn the concepts and challenges that relate to organisational structure, team capabilities, roles, and culture across the SVS
  • Understand the value of positive communications
  • Understand the planning and management of resources in the SVS
  • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
  • Learn how to design, develop, and transition a value stream using ITIL practices
  • Learn how to better provide user support using ITIL practices
  • Learn how to create, deliver, and support services:
  • Discover how to prioritize, structure, and coordinate work and activities
  • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)