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ITIL 4: Create, Deliver and Support

A book by Axelos, ISBN 978-0113316328

Among the ITIL guides, the topic of developing internal culture is most fully disclosed within the framework of the ITIL 4 Specialist: Create, Deliver and Support (CDS) module. This is the course to take after completing the ITIL 4 Foundation.

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ITIL 4: Create, Deliver and Support by Axelos

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Despite the fact that we talked about the new ITIL 4 certification line, the sequence of courses, the practices considered in the courses, all the same, from time to time, questions arise: what is this book about? Who will benefit the most from it and why is new knowledge so relevant today?

Before moving on to the description, let's brush up on the value chain concept and locate the ITIL 4 Specialist: Create, Deliver and Support course.


The ITIL CDS PDF book focuses more on the activities described in the central cube of the value chain (Design and Transform, Acquire and Build, Deliver and Support).

If your organization creates new or innovative products and services, seeks new ideas for improvement, wants to be a market leader, or is involved in transformation, then this course is a great place to improve your competencies and validate them with a certification exam. The CDS module is available to any specialist in any position.

The CDS course is applicable to everyone who, in their work, comes into contact with the creation, delivery or support of products or services. It:

infrastructure engineers Security, Change, Release, Deployment, Service Delivery, Incident, Issue, Event, Knowledge Managers operations and support staff testers and developers service designers and architects etc.

ITIL 4: Create, Deliver and Support PDF

CDS is ideal for executives as one of the key topics it covers is value stream mapping. This gives leaders a holistic view of the impact their operations have on their ability to serve customers.

Working with data analytics, reporting, process robotization, artificial intelligence, continuous integration and delivery require a meaningful use of technology to solve business problems.

But with all the importance of technology, people will still be the decisive link in any activity. The ability to communicate, interact with each other, see the whole picture and connect interconnected and interdependent components are those important skills that are overlooked or, at times, underestimated. The importance of teamwork, culture, competence and professionalism of the staff acquire a new focus and significance in modern conditions.


To perform work in value streams, we need tools. These tools are practices (known to many from ITIL v3 as processes).

A practice is a set of organizational resources dedicated to doing a job or achieving a goal.

Practices and process are not the same thing, much less a rebranding of a familiar concept.

Here is a list of the value stream practices covered in the course:

New service creation flow Service design Release management Service validation and testing Deployment management Software development and management Change enablement Service Recovery Flow Incident management Customer Support Service (Service Desk) Service level management Monitoring and event management Problem management Knowledge management

Within the framework of the course, the practice is not considered completely, but in accordance with the curriculum. A full description of the practices can be found as part of the MyITIL subscription.

But to do the job, you need not only tools, but also appropriate methods. For example:

Shift-Left is a term that refers to moving work closer to its source.
Swarming is a way of managing work in which various people or stakeholders work on an item until it becomes clear who is best suited to continue the work, after which the rest can move on to other work items.
Prioritization is the act of selecting tasks to perform first. Impact assessment and urgency are no longer a priority, and prioritization is a tool for assigning people to tasks in the context of a team.


WHT meaning GAAS meaning LOI meaning scarcity meaning YTD meaning LTL meaning NDA meaning COO meaning ROI meaning CMO meaning CFO meaning APT meaning CSO meaning CFP meaning EFT meaning LLC meaning COB meaning CF meaning CF meaning ATM meaning ROE meaning stagnation meaning CMA meaning NPO meaning CFM meaning CTO meaning P&L meaning P&L meaning GM meaning
ITIL 4: Create, Deliver and Support reviews
Steph -1999 Pasadena

Axelos is the best! ITIL 4: Create, Deliver and Support is certainly a good one for MBA students
ITIL 4: Create, Deliver and Support reviews
financeguy?2008 Sansa Alabama

No doubt ITIL 4: Create, Deliver and Support is a must-read for any entrepreneur. Many thanks Axelos for this book!
ITIL 4: Create, Deliver and Support reviews
strawberry12 Wilde Berkeley

It is a comprehensive (really) book - ITIL 4: Create, Deliver and Support by Axelos really helps you to understand the topic