ITIL 4 CDS case studies
ITIL 4 CDS · Put your knowledge to work in context.
ITIL 4 Specialist: Create, Deliver and Support (usually shortened to ITIL 4 CDS) is one of the ITIL 4 practice-management modules that build on ITIL 4 Foundation. Where Foundation introduces the service value system and the four dimensions, CDS is aimed at practitioners who actually shape, run and improve services day to day - service desk and support leads, delivery and operations managers, product owners, and anyone moving from process administration into end-to-end value stream work. The ITIL 4 CDS case studies are 5 cases and about 3,978 words.
1The 47-item Kanban board at Northwind Retail
Northwind Retail runs a single 14-person product team supporting its e-commerce platform. Releases go out every second Tuesday as a batched deployment of 30-60 changes.
815 words, about 4 min2MetroHealth service desk: symptom pressure
MetroHealth's IT service desk has 8 first-line agents handling 1,200 tickets a month for 4,000 users. 35% of tickets are password resets and access requests.
758 words, about 4 min3Two floors, one portal: reading the culture at a merged IT function
Two teams deliver the same customer portal. The 11-person development team and the 7-person infrastructure team sit on different floors and communicate almost entirely through tickets; average handoff time between them is 3 days.
773 words, about 4 min4Onboarding in 27 days: the SaaS value stream
A SaaS provider's new-customer onboarding takes a median of 27 days from signed contract to live service. A value stream map shows 9 handoffs across sales, provisioning, security review and billing, 3 approval gates, and only 4 hours of actual work.
783 words, about 4 min5The escalation escalator at a financial services firm
A financial services firm runs three support tiers: 20 L1 agents, 6 L2 specialists and 8 L3 engineers. Monthly volume is 9,000 tickets.
849 words, about 4 min