ITIL® 4 Create, Deliver and Support (CDS): Your companion to the ITIL® 4 Managing Professional CDS certification

IT Governance Publishing · Claire Agutter

Jul 2025 · Packt Publishing Ltd

Ebook

201

Pages

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About this ebook

Learn ITIL® 4's Create, Deliver, and Support (CDS) framework to optimize service management, covering value streams, shift-left strategies, and advanced technologies for seamless IT service delivery and customer satisfaction.Key Features

In-depth focus on the service value system in ITIL® 4
Detailed explanations of the shift-left approach and its benefits
Clear insights into how technology enables and enhances service management

Book DescriptionThis book offers a thorough guide to ITIL® 4’s Create, Deliver, and Support (CDS) module, covering key concepts and practices for IT service management. It begins with foundational aspects of the service value system (SVS), highlighting organizational structures, roles, and collaborative cultures essential for successful service delivery. The early chapters focus on adopting a shift-left approach to resource management, helping teams prioritize efficiency and proactive problem-solving. As the book progresses, it explores the strategic planning and management of resources within the SVS, stressing the importance of continual improvement and leveraging technology to optimize service management. It also provides insight into managing value streams for new services, guiding readers on how to create, manage, and measure service value chains for improved service delivery and innovation. The later chapters address specific ITIL® practices, such as service design, incident management, problem management, and knowledge management. The book concludes with exam preparation for ITIL® 4 CDS, offering practical case studies and real-world scenarios. By the end, readers will be equipped to enhance service management processes and ensure the delivery of high-quality IT services aligned with business objectives.What you will learn

Apply service value system concepts to organizational structures
Build a collaborative team culture using shift-left strategies
Leverage technology to enhance service value and delivery
Implement value streams for the development of new services
Integrate ITIL® practices to improve user support and operations
Prepare effectively for the ITIL® 4 CDS certification exam

Who this book is for

This book is for IT professionals, managers, and service designers seeking to deepen their knowledge of ITIL® 4's Create, Deliver, and Support practices. It's ideal for those familiar with ITIL® concepts who want to enhance IT service management. A basic understanding of IT service management frameworks and interest in using ITIL® to improve service delivery is required to get the most from this guide. Knowledge of service value chains and workflows will also help readers maximize the content.

About the author

IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.

Claire is a Service Management Trainer, Consultant, and Author. From 2018–2023, she was nominated by Computer Weekly as one of the Most Influential Women in Tech. In 2018, 2019, and 2024, she was recognized as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK's 2017 Thought Leadership Award. Claire is the Chief Architect for VeriSMTM, the Service Management approach for the Digital Age. She is the Director of Scopism, focusing on Best Practices for SIAM (Service Integration and Management). Claire has worked with ITGP to publish Service Integration and Management (SIAMTM) Foundation Body of Knowledge (BoK), Second Edition, and Service Integration and Management (SIAMTM) Professional Body of Knowledge (BoK), Second Edition, the official guides for the EXIN SIAMTM Foundation and Professional certifications. After providing support to thousands of people taking ITIL® training and certification from version 2 onwards, Claire has created this series of books for those studying towards ITIL® 4 Managing Professional and Strategic Leader status.

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