ITIL 4 SCM study guide
ITIL 4 SCM · Work through your exam, one topic at a time.
ITIL 4 Specialist: Create, Deliver and Support (often abbreviated CDS, and sometimes searched as ITIL 4 SCM) is one of the four Specialist modules that sit between ITIL 4 Foundation and the Managing Professional designation. It picks up where Foundation stops: instead of naming practices, it asks you to design a service value stream, staff and organise teams around it, manage workflow and queues, and integrate the practices that actually produce and run services. The ITIL 4 SCM study guide has 6 sections and about 1,851 words.
01Planning and Building a Service Value Stream
This domain tests whether you can build and improve a service value stream, not just describe one. Expect questions on the mapping steps, on the different value streams an organization needs, and on where ITIL practices are invoked inside them.
362 words, about 2 min02How ITIL Practices Contribute Across the SVS and Value Streams
This domain tests which practice contributes at which point of the service value system and value streams, and what each practice is for. You need purpose plus placement, not definitions alone.
321 words, about 2 min03Creating, Delivering and Supporting Services
This domain tests how teams and workflows actually create, deliver and support services: structures, culture, swarming, shift left, service desk models, service integration and the mechanics of incident, problem, change and request handling. Shift left moves work to the earliest sensible point and the closest capable resource: self-service, knowledge articles, first-line resolution.
296 words, about 1 min04Using Information and Technology to Create, Deliver and Support
How information and technology enable creation, delivery and support: integration and data sharing, workflow and collaboration, reporting and analytics, automation, and emerging technology such as AI and cloud. Integration and data sharing connect service management tooling to monitoring, configuration management, HR and supplier systems, removing data silos and duplicate entry.
296 words, about 1 min05Planning and Managing Resources in the Service Value System
This domain tests capacity and performance, availability, workforce and talent, and the sourcing and budgeting decisions behind them. You must distinguish these practices and link them to demand and cost.
292 words, about 1 min06The Value of ITIL Practices and Their Support for the Value Chain
This domain tests why each practice exists and how it supports the service value chain. You must connect practice purpose and practice success factors to value chain activities and to outcomes, not recite definitions.
284 words, about 1 min