ITIL 4 CDS: create, deliver, and support services

Objectives and progression

Seven lessons, 40 regular questions, five fictional cases, and an internal assessment of 26 decisions in 45 minutes. Editorial allocation across the three inspected syllabus groups: 15/16/9 questions, corresponding to 37.5%/40%/22.5%. Exercises contain original technical and operational decisions without reproducing official questions or guaranteeing full coverage. Domains and weights follow a public PeopleCert syllabus copy identified as v1.0, hosted by Jahou. Comparison with official May 2025 updates remains pending. Current exam format was confirmed directly with PeopleCert. This path targets ITIL 4, not Version 5; ITIL 4 retirement is planned for 2027-12-31, subject to provider confirmation.

Audience: APS professionals, service managers, support leads, and technical managers involved in change and operations.

Prerequisites: For this path, ITIL Foundation and service-operations knowledge are recommended. The current official page requires an ITIL v3 certification, ITIL 4 Foundation, or ITIL 4 Managing Professional, plus ATO training or ITIL Official eLearning. Confirm conditions and availability with PeopleCert. DR does not replace accredited training or include an exam or eligibility.

275 estimated study minutes

• Follow demand through to outcomes and identify incentives and handoffs affecting service.
• Plan skills and availability and transfer knowledge with conditions for autonomy.
• Evaluate tools and data through their effect on work and service decisions.
• Combine design, development, change, validation, deployment, and release into a supportable outcome.
• Connect signals, communication, restoration, knowledge, and investigation to resolve actual needs.
• Structure work and choose priorities with visible impact, urgency, and capacity.
• Compare sourcing options and integrate commitments for coherent service outcomes.

Modules

1. Organization, culture, and value flow
2. People, capacity, and shift-left
3. Information, automation, and integration
4. New service and operational transition
5. Integrated support and learning
6. Queues, priority, and capacity
7. Suppliers, cost, and exit

Continue learning

IT service management

• ITIL 4 Foundation
• Production Support L3
• Change Management

References and version

ITIL 4 CDS; observed syllabus v1.0 mirror, 2025 update comparison pending

• ITIL 4 Specialist: Create, Deliver and Support · 2026-09-29
• Official training-material updates · 2026-09-29
• PeopleCert CDS candidate syllabus, Jahou mirror · 2026-09-29
• ITIL transition FAQ · 2026-09-29
• PeopleCert: ITSM tool capabilities and service delivery · 2026-09-29
• PeopleCert Change Enablement practice overview · 2026-09-29
• PeopleCert Continual Improvement practice overview · 2026-09-29
• PeopleCert Service Level Management practice overview · 2026-09-29
• SRE Workbook: On-Call · 2026-09-29
• SRE Workbook: Incident Response · 2026-09-29