ITIL® 4 Specialist: Create, Deliver and Support Training

Master the skills to apply ITSM best practices to produce value

  • Equip yourself with all the tools of ITIL®4 service quality and improvement. 
  • Learn to deliver innovative, yet reliable tech-enabled services and products.
  • Experience immersive learning structured around real-world problem-solving.
  • 220,000 + Professionals trained
  • 250 + Workshops every month
  • 70 + Countries and counting

Build your ITSM skills

The ITIL®4 Specialist: Create, Deliver and Support training expands the current scope of ITIL to include the 'creation' of services. This two-day training is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.

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  • 24 Hours: Instructor-Led Sessions

  • 24 PDUs on Course Completion

  • 17+ Hours: Videos, Flash Cards and More

  • 8 Assessments and 5 Recall Quizzes

  • Comprehensive Exam Support 

  • Lifetime Access to Courseware

Accredited by

Why ITIL® 4 Specialist: Create Deliver Support?

As the de-facto framework for ITSM, ITIL is used by over 45 percent of companies around the world for IT Service Management (ITSM). In alignment with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice), ITIL is used by top organizations worldwide including NASA, the UK National Health Service (NHS) and Disney™.

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Not sure how to get started? Let our Learning Advisor help you.

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The KnowledgeHut Advantage

An immersive learning experience

Immersive Learning

  • On-demand videos
  • Case studies
  • Assessments, flashcards and recall quizzes
  • Comprehensive assignments

Work-like Experiences

  • Activities and real-world simulations
  • Experiential learning
  • Case studies


  • Get advanced learner insights.
  • Measure and track skills progress.
  • Identify areas to improve in.

Blended Learning

  • On-demand, self-paced learning anytime. ​​​​
  • One-to-one mentoring from industry experts.
  • Access to discussion forums, community groups.

The KnowledgeHut Edge

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

Activities, team-based exercises, practical case studies: High energy workshops with hands-on learning.

Comprehensive Exam Support

Theoretical and practical learning backed by mock tests. We’re right by you for any certification assistance.

Mentorship by Industry Experts

One-to-one mentorship, real-world tips and time-tested techniques from accredited expert practitioners.

Continual Learning Support

Webinars, e-books, tutorials, articles, and interview questions - we're right by you in your learning journey!

Exclusive Post-Training Sessions

Six months of post-training mentor guidance to overcome challenges in your ITSM career.

Steps to get ITIL®4 Specialist: CDS certified

Strengthen your knowledge and practice of the processes and concepts with the latest ITIL® 4 certifications. Validate your expertise as an ITIL professional with the ITIL 4 Specialist: Create, Deliver, Support certification and take advantage of networking opportunities with the best in the industry. Not sure where to start with your  ITIL 4 Specialist: Create, Deliver, Support certification? Just follow these simple steps.

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path to certification

Prerequisites for the ITIL® 4 Specialist: CDS training program

  • ITIL 4 Foundation certification is a prerequisite to take this course.
  • Accredited training for the CDS module is necessary for a complete understanding of core material.

Who should attend this course?

Those who wish to develop service management skills

ITSM managers and ITSM practitioners

Professionals responsible for end-to-end delivery

ITSM managers, prospective ITSM managers

ITIL certified professionals looking to accelerate their career

Students and individuals with interest in ITSM

ITIL® 4 Specialist: CDS Course Schedules

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What you will learn in the ITIL® 4 Specialist: CDS Training


Challenges with SVS

Understand concepts, challenges on organizational structure, team capabilities, roles, and culture across the SVS.



Understand the value of positive communications and know the value and use of IT across the SVS.


Resource allocation

Demonstrate knowledge of the planning and management of resources in the SVS.


Deliver and support activity

Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams.


ITIL practices

Design, develop, and transition a value stream using ITIL practices and improve user support.


Create, Deliver, Support

Get in-depth knowledge of how to prioritize, structure, and coordinate work and activities, and act upon this knowledge


Implement SIAM

Understand buy versus build considerations, sourcing options, and service integration management (SIAM).

Skill you will gain with the ITIL® 4 Specialist: CDS certification course

Integrate value streams to create, deliver and support

Ensure continual improvement of products, services, practices

Bring about service performance, service quality, improvement

Implement ITIL practices to ensure delivery and support

Communication skills, continued stakeholder engagement

Transform Your Workforce

Evolve IT skills with your business needs

Whether you’re looking to move from on-premise to the cloud or from monolith to microservices, modernizing your systems can be daunting. Are your teams armed with the digital dexterity they need to tackle whatever comes next?

  • Custom Training Solutions
  • Immersive Learning
  • Learn by doing approach
  • Immediately applicable skills

Skill Up Your Teams
500+ Clients

ITIL® 4 Specialist: CDS Course Curriculum

Learning Objectives

Describe the evolution of ITIL and list its benefits. Define different components of ITIL and explain value from the perspective of service providers and service consumers.

  • About ITIL 4
  • Components of ITIL 4 Framework
  • Benefits of ITIL
  • Value

Learning Objectives

Understand the organizational structure and the types. Learn how to build an effective team focusing on the value creation. Get a deep understanding of the need and the characteristics of team culture.

  • Types of organizational structure
  • Key differences, common approaches and improving organizational structure 
  • Building effective teams: Roles and Competencies 
  • Professional ITSM skills and competencies: Part 1
  • Professional ITSM skills and competencies: Part 2
  • Workforce planning and capacity planning
  • Employee satisfaction management
  • Results-based approach
  • Team culture and cultural fit
  • Developing and nurturing good team culture
  • Continual improvement and collaborative culture
  • Aligning culture with the type of work, learning through collaboration and servant leadership
  • Customer orientation and experience
  • Positive communication and communication principles
  • Challenges in changing the existing culture

Learning Objectives

Get an understanding about integration topologies and the data sharing through integration. Understand the basics of Data analytics and big data and know more about collaboration and the workflows. Get a brief understanding on RPA, AI and ML. Describe CI/CD. Understand the information model, and identify the toolsets used in automation.


  • Use of information and technology to Create, Deliver and Support services 
  • Integration and data sharing 
  • Integration topologies and approaches 
  • Reporting and advanced analytics  
  • Big Data 
  • Collaboration and workforce 
  • Robotic Process Automation 
  • RPA: Technologies, Benefits and Consideration 
  • Artificial Intelligence  
  • AIOps platform 
  • Machine Learning: Types, Advantages and Limitations  
  • Continuous integration, delivery, and deployment 
  • CI/CD pipeline
  • Value of an effective information model
  • Automation of service management

Learning Objectives

Identify value streams involving different scenarios. Describe value stream for CDS. Understand the concept of the MVP.

  • Value streams to Create, Deliver and Support 
  • ITIL Service Value Stream 
  • Value streams and organizations 
  • Value stream considerations
  • Designing a Service Value Stream (SVS)
  • Value Stream Mapping
  • Representation of Value Stream and Value Stream Models
  • Model Stream 1: Development of New Service
  • Development of New Service: Demand for a New Service 
  • Development of New Service: Create a New Service – Part 1 
  • Development of New Service: Create a New Service – Part 2
  • Development of New Service: Create a New Service – Part 3
  • Development of New Service: Create a New Service – Part 4
  • Model Stream 2: Upgradation or Restoration of Live Service
  • Upgradation or Restoration of Live Service: Journey from Demand to Value – Part 1
  • Upgradation or Restoration of Live Service: Journey from Demand to Value – Part 2
  • Upgradation or Restoration of Live Service: Journey from Demand to Value – Part 3
  • Upgradation or Restoration of Live Service: Journey from Demand to Value – Part 4
  • Using Value Streams to Define a Minimum Viable Practice

Learning Objectives

Analyze the need and how to prioritize the work. Identify the different factors to consider during sourcing strategy.


  • Introduction to prioritizing and managing work
  • Need for prioritizing work: Ways to Do
  • Managing work as tickets
  • Prioritization and demand management
  • Ways of prioritizing work
  • Swarming
  • Shift-left approach
  • Commercial and sourcing considerations 
  • Defining and prioritizing requirements
  • Sourcing models and options
  • Service integration and management models

ITIL®4 Specialist: Create, Deliver and Support Training and Certification FAQs

ITIL®4 Specialist: CDS Training

Our ITIL® Specialist: Create, Deliver and Support certification training has been designed to help you embark on a successful ITSM career by mastering the principles of the ITIL framework. By the end of the course you will gain the expertise to:

  • Validate your knowledge of prioritizing, structuring, and coordinating work and activities.
  • Improve business with continuous delivery of innovative yet reliable tech-enabled services to customers.
  • Develop teams that can design, develop, and transition a value stream using ITIL® practices.
  • Implement methods of service quality and improvement tools to deliver innovative and competitive technology services to customers.

Our ITIL® Specialist: Create, Deliver and Support Training aims to equip you with all the skills to be an effective ITSM practitioner. You will develop practical skills across the principles of ITSM:

  • Integrate value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools.
  • Ensure continual improvement of products, services, and practices across all value chain activities.
  • Bring about service performance, service quality and improvement methods
  • Implement relevant ITIL practices to create value and ensure delivery and support in response to demand.
  • Understand stakeholder needs and provide a good channel of communication and continued engagement.

The ITIL® Specialist: Create, Deliver and Support  certification helps you:

  • Enhance your market value in the field of service delivery and management
  • Utilize ITIL® tools and techniques to improve efficiency and effectiveness of your projects
  • Design, develop, and transition a value stream using ITIL® practices.
  • Aim for higher ITIL® certifications to elevate your ITSM career

This course is for anyone who wishes to enhance their expertise in end-to-end delivery of IT enabled services and products, such as:

  • ITSM managers and ITSM practitioners managing the operation of IT-enabled and digital products and services
  • Professionals responsible for end-to-end delivery of tech-enabled products and services
  • Prospective ITSM managers
  • It is also apt for holders of existing ITIL qualifications who wish to update and develop their knowledge further.

Create, Deliver, and Support, Specialist Module has ITIL® 4 Foundation as a prerequisite. Accredited training for the ITIL®4 Specialist: CDS module is necessary to enable a full understanding of the core material.

Yes, you will get free e-learning access to over 100 courses that will be available at KnowledgeHut for one year.

You will earn 24 PDUs by participating in the ITIL® Specialist: Create, Deliver and Support Training program. These can be used for recertification from PMI® Inc. For further information about PDUs, please reach us at

ITIL®4 Specialist: CDS Certification

The ITIL® Specialist: Create, Deliver and Support Certification is offered by AXELOS, a world-renowned body dedicated to managing, developing and growing the global best practice portfolio of ITIL.

Accredited training for the ITIL Managing Professional modules is necessary to enable full understanding of the core material.

  • Register for KnowledgeHut’s ITIL®4 Specialist: CDS course and attend the 2-day training.
  • Take the online ITIL®4 Specialist: CDS exam (you will receive the exam key from PeopleCert®). Get a minimum score of 70% in this 60-minute closed-book exam.
  • Download the ITIL®4 Specialist: CDS certificate and become a leader in your ITSM team!

No, the ITIL®4 Specialist: CDS certification does not expire. 

Yes, you will receive a course completion certificate on completing the course.

ITIL®4 Specialist: CDS Exam

The exam is conducted through PeopleCert®. (KnowledgeHut is an ATO with PeopleCert®.)

The ITIL®4 Specialist: Create, Deliver and Support certification exam is an online, closed-book exam. The format is:

  • Type: Multiple Choice, closed book exam
  • Duration: 90 minutes
  • No. Of questions: 40
  • Passing score: 70%
  • No negative marking.

The ITIL®4 Specialist: CDS exam assesses whether you can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services as described in the syllabus defined by AXELOS. 

After you complete your 2-day ITIL® Specialist: Create, Deliver and Support course, you will receive an email from PeopleCert® with details you need to attempt the exam.

No, you will have a time limit of 90 minutes and will not be able to pause the test. If you accidentally close the window, then you’ll be able to reopen it immediately. In case your exam page freezes, you can refresh the web browser and you will be able to continue the exam from where you left it. Similarly, if your web browser has a problem, you can go to the start link available in your email and you should be taken back to the last question you were on.

If you fail, you can apply for a re-evaluation of the ITIL® Specialist: Create, Deliver and Support exam at an additional cost. The re-evaluation fee is refundable if the outcome is decided in your favour. If it isn’t though, you’ll end up losing the appeal fee, and would need to buy a fresh exam voucher.

Yes. The PeopleCert® allows you to retake the ITIL® Specialist: Create, Deliver and Support exam if you fail.

Yes. PeopleCert® allows you to retake the ITIL® Specialist: Create, Deliver and Support exam as many times as you’d like. However, there is a cost associated for each attempt.

PeopleCert® announces the final results within 2 business days after your answers are officially submitted to them by the exam supervisor. Your profile at PeopleCert needs to be complete, without which your Official Results will not be released.

Workshop Experience

The ITIL®4 Specialist: Create, Deliver and Support workshop at KnowledgeHut is delivered through PRISM, our immersive learning experience platform, via two modes of delivery:

Blended learning:

  • Get the best of both worlds with live and interactive instructor-led training sessions along with the convenience and flexibility of self-paced learning.
  • Listen, learn, ask questions, and get all your doubts clarified from your instructor, who is an experienced practitioner. 
  • You also get to collaborate and learn from the experience of your peers in real-world simulations and activities.

On-Demand Self-Learning:

  • Learn conveniently at your own pace, whenever and wherever you choose and benefit from the limitless educational possibility that comes with lifetime access. The entire courseware and all the features of our immersive learning experience platform will remain at your fingertips whenever you wish to refresh concepts and clear your doubts.

All of KnowledgeHut’s ITIL® Specialist: Create, Deliver and Support Certification training is delivered by experienced accredited experts who are:

  • Masters in ITIL and have immense experience in leading, applying, coaching, and teaching it 
  • Skilled in ITSM
  • Industry practitioners active in IT operations and the field of IT management.  

Our dedicated team of coaches deliver training on par with the standard of excellence as set out by AXELOS. Every candidate receives the same high-quality content irrespective of the trainer and the location.

The conventional in-person ITIL® Specialist: Create, Deliver and Support Training was earlier delivered as a 16-hour, 2-day training course. The online ITIL® Specialist: Create, Deliver and Support Training is now 14-16 hours long.

The online course is divided into several classes of shorter hours, unlike the in-person class that has 2 classes, each 7 to 8 hours long. The instructor uses tools like a webcam for interacting with the participants and participants will also be able to virtually collaborate with one another.

Our workshops are structured in three parts – pre-workshop, workshop and post-workshop – to provide you with a completely immersive learning experience. This tried and tested workshop structure has worked well with thousands of ITSM professionals we’ve helped upskill over the years.

  1. Pre-workshop: Take our diagnostic assessment before the workshop and benchmark your skill levels at the start of the course. This allows you to map and demonstrate your skills learning progression as you reach the end of the course.
  2. Workshop: Join the live and interactive instructor-led sessions right from within PRISM, our immersive learning experience platform with a state-of-the-art intelligent coding environment. Experience immersive learning with assignments, assessments, recall quizzes, mock tests and much more.
  3. Post-workshop: We don’t just impart skills but also want to make sure that you implement them post the course. To help you with this, we are always in touch with you through newsletters, webinars or next version trainings. Some post-training deliverables lined-up for you are: 
    • Instructor-led session recordings 
    • Access to alumni network 
    • Continued social learning with discussion forums, group messenger and one-to-one messaging. 
    • Additional workshops on advanced level concepts 
    • Regular emails, blogs, articles, emails, newsletters, tutorials and other such rich informational content.  

A unique feature of our ITIL course is the highly engaging, immersive learning you experience. You get to learn, practice, assess, get insights on your learning, and personalize your learning journey.  

LEARN: Engaging self-learning videos, smart flashcards, interactive eBooks and recall quizzes help reinforce your learning. You also get to maximize your learning potential with collaborative social learning via discussion forums and group and one-to-one messaging.  

PRACTICE: Case studies and real-time simulations help you gain confidence and get productive from day one.  

ASSESS: Assess your skills at every stage with a variety of questions ranging from multiple choice to code-based, completely auto-graded by the system. Assignments and projects within our inbuilt and intelligent development environment give you micro “work-like” experiences. Test your subject matter comprehension through diagnostic, module level and final assessments.  

GET INSIGHTS: Based on your performance in the assessments, assignments, and projects, you gain deep insights on your progress, which help you identify areas you are good at and where you need to improve. All you need to do is follow recommendations and enhance your skill proficiency from where you are to where you want to get. 

PRISM is KnowledgeHut’s state-of-the-art learning experience platform. PRISM is designed to provide a highly engaging, immersive learning experience with you at the center of the learning.

PRISM supports all types of courses, including on-demand self-paced learning, blended learning, and live virtual classes. Here are some key features of the platform:

  1. Learners can watch videos, join live sessions directly, and even book 1 - 1 mentoring sessions with expert instructors easily, using a single dashboard. 
  2. Integrated Practice Environment runs directly in the user’s browser, offering a complete set of development tools to allow learners to practice what they’ve learned.  
  3. Feature-rich videos with detailed explanations are augmented by flash cards, interactive e-reading content and quick recall quizzes designed to strategically reinforce learning.  
  4. Diagnostic, module-level and final assessments give learners valuable insights, allowing them to map and demonstrate their skills learning progression through the course. 
  5. Learners get micro work-like experiences from auto-graded projects that help them learn on the job, much like developers in leading tech companies.  
  6. Social Learning tools include a discussion board that features questions posted by other learners on the system and responses by both mentors and learners. Additionally, one-to-one and group messaging is also available.  
  7. Comprehensive reports give both organizations and learners a deep and thorough insight into skills progression. 

The ITIL®4 Specialist: Create, Deliver and Support course material comprises of the study plan and all relevant assignments, assessments, or case studies. All the course material will be available on PRISM.

The ITIL®4 Specialist: Create, Deliver and Support sessions would be auto recorded on PRISM, subject to permission by AXELOS and the instructor. Based on the permissions, you would have lifetime access to the video recordings of the sessions as well.

Our workshops are currently held online and anyone with a stable internet from anywhere across the world can benefit from this to get ITIL certified.  You can check out the schedules here.

You will receive a registration link from PRISM to your e-mail id. You will have to set your password, log in to our Immersive Learning Experience platform and start your learning journey.

If you miss a class, you can access the class recordings from PRISM at any time. At the beginning of every session, there will also be a 10-12 minute recapitulation of the previous class.

No, you will not yet be able to join the training through phone or tab. Please be prepared to join the training on your laptop or desktop.

If you get disconnected during the training, you will have the option to re-join within about half an hour subject to accreditation body guidelines and the instructor’s preference.

You will get the benefit of both since this is a blended learning workshop. 

We currently use the Zoom platform for video conferencing and will soon be adding more integrations with Webex and Microsoft Teams. However, all the sessions and the recordings will be available right from within our learning platform. Learners will not need to wait for any notifications or links or install any additional software.

Yes, there are other participants who actively participates in the class remotely.  They can attend online training from office, home, or any other suitable place.

In case of any queries, our support team is available to you 24/7 via the Help and Support section on PRISM. You can also reach out to your workshop manager on your workshop group messenger.

Unlimited number of attempts are permitted for quizzes. Assignments can be retaken for the specified number of attempts.

Should you have any more questions, please email us on and we will be happy to get back to you.

What learners are saying


Mirelle Takata

Network Systems Administrator


My special thanks to the trainer for his dedication and patience. I learned many things from him. I would also thank the support team for their help. It was well-organised, great work Knowledgehut team!

Attended Certified ScrumMaster (CSM)® workshop in July 2020


Jules Furno

Cloud Software and Network Engineer


Everything from the course structure to the trainer and training venue was excellent. The curriculum was extensive and gave me a full understanding of the topic. This training has been a very good investment for me.

Attended Certified ScrumMaster (CSM)® workshop in June 2020


Rosabelle Artuso

.NET Developer


The course which I took from Knowledgehut was very useful and helped me to achieve my goal. The course was designed with advanced concepts and the tasks during the course given by the trainer helped me to step up in my career. I loved the way the technical and sales team handled everything. The course I took is worth the money.

Attended PMP® Certification workshop in August 2020


Meg Gomes casseres

Database Administrator.


The Trainer at KnowledgeHut made sure to address all my doubts clearly. I was really impressed with the training and I was able to learn a lot of new things. I would certainly recommend it to my team.

Attended PMP® Certification workshop in January 2020


Godart Gomes casseres

Junior Software Engineer


Knowledgehut is known for the best training. I came to know about Knowledgehut through one of my friends. I liked the way they have framed the entire course. During the course, I worked on many projects and learned many things which will help me to enhance my career. The hands-on sessions helped us understand the concepts thoroughly. Thanks to Knowledgehut.

Attended Agile and Scrum workshop in January 2020


Hillie Takata

Senior Systems Software Enginee


The course material was designed very well. It was one of the best workshops I have ever attended in my career. Knowledgehut is a great place to learn new skills. The certificate I received after my course helped me get a great job offer. The training session was really worth investing.

Attended Agile and Scrum workshop in August 2020


Felicio Kettenring

Computer Systems Analyst.


KnowledgeHut has excellent instructors. The training session gave me a lot of exposure to test my skills and helped me grow in my career. The Trainer was very helpful and completed the syllabus covering each and every concept with examples on time.

Attended PMP® Certification workshop in May 2020


Barton Fonseka

Information Security Analyst.


This is a great course to invest in. The trainers are experienced, conduct the sessions with enthusiasm and ensure that participants are well prepared for the industry. I would like to thank my trainer for his guidance.

Attended PMP® Certification workshop in July 2020

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