ITSM 4 Managing Professional:Create, Deliver & Support (CDS)

Name: ITSM 4 Managing Professional:Create, Deliver & Support (CDS)
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Prepare for the ITSM 4 Managing Professional: Create, Deliver and Support (CDS) exam

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Created byArno Esterhuizen

Last updated 6/2026

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What you'll learn

Prepare comprehensively for the ITSM 4 Managing Professional: Create, Deliver & Support exam, for successful certification and one step closer to ITSM Master!
Attain a deep understanding of ITSM 4 Managing Professional principles, specifically tailored to Create, Deliver & Support.
Apply ITSM 4 practices effectively to design, deliver, and support IT services within organizational contexts.
Optimize service creation, delivery, and support processes to ensure organizational effectiveness and alignment with business goals.
Utilize technology and automation strategies to streamline service management activities, enhancing operational efficiency.

Course content

6 sections • 71 lectures • 4h 3m total length

Course Introduction3:27
Why do we need ITIL?3:21
In the era of the fourth industrial revolution, Itel, a global standard for IT service management, enables digital transformation via continual improvement, risk reduction, and cost optimization.
More about ITIL 44:28
Explore ITIL 4's holistic framework for end-to-end service management, covering the six publications from foundation to digital strategy, and learn how to deliver value through continual improvement and stakeholder engagement.
The ITIL 4 Certification Paths7:03
How to get the most out of this course.7:12
In this lesson, you will learn how to fully utilize the features of the Udemy platform to enhance your learning experience. We will explore how to navigate the training platform efficiently, utilize course materials effectively, and leverage training videos for optimal learning.
Course Materials0:04

Section Introduction1:45
Organizational Structures2:03
Discover the intricacies of organizational structures crucial for effective IT service management in this lesson. Explore how these frameworks impact communication, decision-making, and overall service delivery efficiency within ITIL 4.
Types of Organizational Structures6:15
Uncover the various types of organizational structures and their implications for IT service management in this insightful lesson. Learn how different structures influence communication, workflow, and strategic alignment within ITIL 4.
Using the ITIL guiding principles to improve the organizational structure2:41
In this lesson, learn how to optimize organizational structures using ITIL® guiding principles. Explore practical strategies for enhancing efficiency within your organization, aligning with ITIL® best practices for success.
Building effective teams: Roles and competencies3:00
Explore the essential roles and competencies vital for effective IT service management in this lesson.
Professional IT and service management skills and competencies3:37
Unlock the key skills and competencies essential for success in IT and service management in this enlightening lesson.
Examples of the skills and knowledge needed in service management3:29
Skills models and developing skills3:18
Employee satisfaction management2:41
In this lesson, explore effective strategies for managing employee satisfaction within IT service management.
Results-based measuring and reporting2:39
Delve into the art of results-based measuring and reporting for employee satisfaction management in this lesson.
What is team culture?4:59
Explore the concept of team culture in this insightful lesson. Gain an understanding of how team dynamics, values, and norms shape organizational behavior and performance within IT service management.
What does cultural fit mean and ho do we develop good team culture?4:59
Delve into the significance of cultural fit and the strategies for fostering a positive team culture in this lesson.
Continual improvement culture3:19
Explore the dynamics of performance management culture in this enlightening lesson. Learn how to cultivate a culture of accountability, continuous improvement, and excellence within IT service management.
A collaborative culture7:10
In this lesson, discover the significance of fostering a collaborative culture within ITIL CDS.
Customer service culture3:38
Learn how to cultivate a customer-centric mindset, prioritize user satisfaction, and deliver exceptional service experiences.
Communication in team culture2:55
Discover the importance of Communications in foster team culture and communications principles to keep in mind.
Team culture challenges1:20
Learn the challenges in team cultures.
Section closure1:26
Professionalism within IT and Service Management section wrap up.
Section: Organizations, People, and Culture Quiz

Section Introduction1:53
Integration and data sharing4:19
In this lesson, explore the critical role of integration and data sharing in creating, delivering, and supporting services within ITIL 4.
Reporting and advanced analytics3:44
In this lesson, delve into the power of reporting and advanced analytics within ITIL 4 for creating, delivering, and supporting services. Discover how to harness data-driven insights to optimize decision-making, improve service performance, and drive continuous improvement.
Big data2:42
Learn how to harness vast datasets to gain valuable insights, identify trends, and make informed decisions.
Collaboration tools and capabilities6:07
Explore how collaboration platforms facilitate communication, knowledge sharing, and teamwork across organizational boundaries. Learn how to leverage collaboration tools to streamline workflows, enhance productivity, and foster innovation within your service management practices.
Robotic Process Automation5:48
Explore how RPA technology automates repetitive tasks, streamlines workflows, and increases operational efficiency. Learn how to integrate RPA solutions into your service management practices to reduce manual effort, minimize errors, and improve service quality.
Artificial Intelligence5:12
Explore how AI technologies such as natural language processing and predictive analytics can revolutionize service management practices.
AI Ops2:39
Learn how AI Ops combines artificial intelligence and machine learning to optimize IT operations and service management. Discover how AI Ops tools and techniques enable proactive monitoring, intelligent automation, and predictive analysis to enhance service performance and reliability.
Machine Learning4:52
In this lesson, explore the dynamic capabilities of machine learning within ITIL 4 for service creation, delivery, and support. Discover how machine learning algorithms can automate processes, optimize resource allocation, and enhance decision-making.
Continuous Integration & Continuous Delivery6:06
Gain practical insights into integrating CI/CD practices into your ITIL framework to improve agility, quality, and customer satisfaction. Unlock the power of CI/CD to drive innovation and achieve organizational excellence in service management.
CI/CD pipleline3:03
Explore how CI/CD pipelines automate the software delivery process, from code integration to deployment, enabling rapid and reliable service releases. Learn strategies for reducing toil, such as automating repetitive tasks and streamlining workflows, to optimize operational efficiency and free up resources for innovation.
Align CI/CD with ITIL4:14
Automation of service management2:14
Learn how to leverage automation tools and techniques to automate incident resolution, change management, and other service management processes.
Service management toolset expectations4:47
Learn how to evaluate and select the right toolset for your organization's needs, ensuring alignment with ITIL best practices and business objectives.
Leveraging Information and Technology to Create, Deliver, and Support Services
Section closure1:16
Using Information & Technology To Create, Deliver & Support Services wrap up.

Section Introduction1:18
ITIL service value streams2:24
Explore ideal value streams and the service value chain, visualize the journey through activities, and tailor streams for incident and demand types to improve IT service delivery.
Structure of an ITIL service value stream5:26
Value streams and organizations2:48
Value stream considerations2:32
Designing a service value stream2:56
Describing a step of the value stream2:18
Value stream mapping2:46
Model value stream steps1:28
Service value stream model: Demand1:47
Service value stream model: Engage step1:58
Engage step starts the value stream by acknowledging and documenting demand, gathering high-level information for the business case template from stakeholders, and assessing benefits, costs, and risks.
Service value stream model: Plan step3:24
Service value stream model: Design step3:23
Service value stream model: Obtain/Build step6:11
Service value stream model: Deliver/Support step3:41
Service value stream model: Improve step0:58
Section closure1:34
Value Streams to Create, Deliver, and Support Services wrap up.
Section: Value Streams to Create, Deliver, and Support Services Quiz

Section Introduction1:23
Why do we need to prioritize work?3:23
Prioritization and demand management2:44
How to prioritize work5:19
Swarming4:16
Shift Left approach8:42
Commercial and sourcing considerations2:41
Build vs Buy considerations3:52
Commodification of services0:58
Defining requirements for service components4:45
Selecting a suitable vendor3:08
Sourcing models and options4:51
Explore sourcing models and options, detailing when to source components, vendor roles and oversight, service levels and warranties, and geographic coverage for outsourcing decisions.
Service integration and management models2:24
Explore four service integration and management models: retained, single provider, service guardian, service integration as a service, and learn how to select a suitable model for coordinated supplier landscape.
Service integration and management considerations1:34
Section closure.1:10
Prioritizing Work and Managing Suppliers wrap up.
Prioritizing Work and Managing Suppliers Quiz

Requirements

ITIL 4 Foundation

Description

Immerse yourself in an enriching educational experience designed to propel your expertise in IT Service Management forward. My meticulously curated course ensures comprehensive coverage of all exam requirements for ITSM 4 Managing Professional: Create, Deliver & Support certification, bringing you one step closer to achieving ITSM Master certification.

Explore the foundational principles of professionalism within IT and Service Management, understanding their pivotal role in organizational success. Learn how to harness the power of information and technology to craft, deliver, and sustain superior services that meet evolving business needs.

Delve deep into the concept of value streams, mastering the art of designing, implementing, and supporting service delivery processes to maximize stakeholder value. Gain invaluable insights into effective workload prioritization and supplier management, essential skills for seamless service operations orchestration.

Through engaging lectures, real-world examples, and interactive quizzes, you'll acquire the knowledge and skills necessary to excel in today's dynamic IT landscape. Whether you're a seasoned IT professional seeking to broaden your skill set or aspiring to pursue IT Service Management as a career, this course equips you with the tools and expertise needed to succeed.

Join me on this transformative journey and unlock the full potential of ITSM 4 Managing Professional: Create, Deliver & Support certification. Take the next step towards achieving ITSM Master certification and elevate your career in IT Service Management.

Who this course is for:

Anyone working or planning to work in an IT environment.

ITSM 4 Managing Professional:Create, Deliver & Support (CDS)

What you'll learn

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Course content

Introduction6 lectures • 26min

Professionalism within IT and Service Management18 lectures • 1hr 1min

Using Information & Technology To Create, Deliver & Support Services15 lectures • 59min

Value Streams to Create, Deliver, and Support Services17 lectures • 47min

Prioritizing Work and Managing Suppliers15 lectures • 51min

Practice Tests0

Requirements

Description

Who this course is for: