ITIL® 4 Managing
Professional
Create, Deliver & Support (CDS)
Candidate Syllabus
AXELOS.com
AXELOS.com

December2019

2

ITIL 4 Managing Professional

Contents1Introduction

32

Exam Overview

43Question Types

54

ITIL 4 Create, Deliver & Support Syllabus

6Copyright © AXELOS Limited 2019.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
EN_ITIL4_MP_CDS_2019_CandidateSyll_v1.0

31

ITIL 4 Managing Professional

Introduction

The ITIL 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate with anunderstanding on how to integrate different value streams and activities to create, deliver and support ITenabled products and services, and relevant practices, methods and tools
The ITIL 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstratesufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as describedin the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create,
Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional
which assesses the candidate’s practical and technical knowledge about how to run successful, modern, ITenabled services, teams and workflows.

Copyright © AXELOS Limited 2019.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
EN_ITIL4_MP_CDS_2019_CandidateSyll_v1.0

4ITIL 4 Managing Professional

2Exam Overview
MaterialNoneallowedThis is a ‘closed book’ exam. The ITIL 4: Create, Deliver and Support
publication and the ITIL Practices Guidance documentation should be used
for study, but are NOT permitted to be used in the exam.

Exam duration

90 minutes

Candidates taking the exam in a language that is not their native or working
language may be awarded 25% extra time, i.e. 113 minutes in total.

Number of40 marks

There are 40 questions, each worth 1 mark. There is no negative marking.

marks
Provisional Pass 28 marks

You will need to get 28 questions correct (70%) to pass the exam.

mark
Level ofBloom’s levels 2“Bloom’s level” describes the type of thinking needed to answer thethinking&3question. For Bloom’s 2 questions, you need to show understanding of theconcepts, methods and principles of CDS. For Bloom’s 3 questions, you needto demonstrate application of these concepts, methods and principles ofCDS, as well as information from the related practices

Question types

Standard classic, The questions are all ‘multiple choice’.
Negative, & ListFor the ‘standard classic’ questions, you have a question and four answer
options.
‘Negative’ questions are ‘standard’ question in which the stem is negativelyworded.
For the ‘list’ questions, there is a list of four statements and you have toselect two correct statements from the list.

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AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
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53ITIL 4 Managing Professional

Question Types

Example ‘standard’ OTQ:
Which is a source of best practice?

Example ‘negative’ standard OTQ:a) Qb) P

Which is NOT a defined area of value?

c) Rd) S

Example ‘list’ OTQ:
Which TWO statements about service asset andconfiguration management are CORRECT?
1. It does Qa) Qb) Pc) Rd) S

2. It does P
3. It does R
4. It does S

NOTE: Negative questions are only used as anexception, where part of the learning outcome is toknow that something is not done or should notoccur.

a) 1 and 2b) 2 and 3c) 3 and 4d) 1 and 4

Please see the sample paper for an example of the exam
format and content.

NOTE: Two of the list items are correct. List stylequestions are never negative.

Copyright © AXELOS Limited 2019.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
EN_ITIL4_MP_CDS_2019_CandidateSyll_v1.0

64ITIL 4 Managing Professional

ITIL 4 Create, Deliver & Support Syllabus

The table below specifies the learning outcomes of the ITIL 4 Create, Deliver & Support qualification, and theassessment criteria used to assess a candidate’s achievement of these learning outcomes, subsequent to acourse of study.
Note: Principal book references are in parentheses. These refer to the section, but not the subsections within it.
The verb for each assessment criterion indicates the Bloom’s level (BL): ‘Describe’/‘Understand’, indicates
Level 2 understanding/comprehension, and ‘Know how to’ indicates Level 3 application.

LearningAssessment Criteria

BLOutcome1. UnderstandNo.
marks

1.1 Understand the concepts and challenges relating to the following across theBL2

4

1.2 Understand how to use a ‘shift-left’ approach (5.1.5)

BL23

1.3 Know how to plan and manage resources in the service value system, including:

BL34BL24

how to plan andservice value system:

build a servicea) Organizational structure (2.1.1)

value stream tob) Integrated/collaborative teams (2.3.5, 2.3.5.1-3)

create, deliverc) Team capabilities, roles and competencies (2.2.1-2, 2.2.2.1-2)

and supportd) Team culture and differences (2.3.1-5)

servicese) Working to a customer-orientated mindset (2.3.6, 2.3.6.1)
f) Employee satisfaction management (2.2.4)g) The value of positive communications (2.3.7, 2.3.7.1)

a) Team collaboration and integration (2.3.3 (including subsections), 2.3.5)b) Workforce planning (2.2.3)c) Results based measuring and reporting (2.2.5, 2.2.5.1)d) The culture of continual improvement (2.3.4, 2.3.8)
1.4 Understand the use and value of information and technology across the service
value system, including:a) Integrated service management toolsets (3.9.1-2)b) Integration and data sharing (3.1, 3.1.1-2)c) Reporting and advanced analytics (3.2, 3.2.1-2)d) Collaboration and workflow (2.3.6.1, 3.3, 3.3.1-3)e) Robotic process automation (RPA) (3.4, 3.4.1-3)
f)Artificial intelligence and machine learning (3.5, 3.5.1-3, 3.6, 3.6.1-2)g) Continuous integration and delivery/deployment (CI/CD) (3.7-3.7.4)h) Information models (3.8, 3.8.1)

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AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
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EN_ITIL4_MP_CDS_2019_CandidateSyll_v1.0

COMMERCIAL IN CONFIDENCE
Learning

ITIL 4 Managing Professional

Assessment Criteria

BLOutcome
2. Know how
relevant ITIL
practices
contribute tocreation,delivery andsupport acrossthe SVS andvalue streams

No.
marks

2.1. Know how to use a value stream to design, develop and transition new services

BL33

BL35BL33

BL35BL35BL24(4, 4.1, 4.1.1-7, 4.2.1 (including subsections))
2.2 Know how the following ITIL practices contribute to a value stream for a newservice (4.2.1 (including subsections), and the following references from thepractice guidance):a) Service design (2.1, 2.2.1, 2.4 (including subsections))b) Software development and management (2.1, 2.3 & 2.4 (includingsubsections))c) Deployment management (2.1, 2.2.2, 2.3 & 2.4 (including subsections))d) Release management (2.1, 2.3 & 2.4 (including subsections))e) Service validation and testing (2.1, 2.3 & 2.4 (including subsections))f) Change enablement (2.1, 2.2.1, 2.4 (including subsections), 4.1.1, 4.1.2)
2.3 Know how to use a value stream to provide user support (4, 4.1, 4.1.1-7, 4.2.2(including subsections))
2.4 Know how the following ITIL practices contribute to a value stream for user
support (4.2.2 (including subsections), and the following references from thepractice guidance):a) Service desk (2.1, 2.2.2 & 2.4 (including subsections))b) Incident management (2.1, 2.2, 2.4 (including subsections), 3.2.1, tab 3.2)c) Problem management (2.1, 2.2.1, 2.4 (including subsections), 3.2.1, tab 3.1,3.2.2, tab 3.4)d) Knowledge management (2.1. 2.2.4 & 2.4 (including subsections))e) Service level management (2.1, 2.3 & 2.4 (including subsections), tab 2.3)f) Monitoring and event management (2.1 & 2.4 (including subsections))

3. Know how to

3.1 Know how to co-ordinate, prioritize and structure work and activities to create,create, deliverdeliver and support services, including:and supporta) Managing work as tickets (5.1, 5.1.1, 5.1.2, 5.1.4)

servicesb) Prioritizing work (5.1, 5.1.1-4)
3.2 Understand the use and value of the following across the service value system:a) Buy vs build considerations (5.2.1, 5.2.1.1-3)b) Sourcing options (5.2, 5.2.2-3)c) Service integration and management (5.2.4, 5.2.4.1)

Copyright © AXELOS Limited 2019.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
EN_ITIL4_MP_CDS_2019_CandidateSyll_v1.07