ITIL 5 Managing Professional: Create, Deliver & Support

Create, Deliver & Support (CDS) is the core module of the ITIL 5 Managing Professional stream. It focuses on the practical, day-to-day work of building, running, and improving IT-enabled products and services, updated for ITIL 5’s Digital Value Architecture and AI-augmented operating models.

The course covers how teams organize work across the service value chain, how to integrate AI-assisted monitoring and incident triage into support operations, and how to maintain reliable service delivery while adopting new automation capabilities responsibly.

Who this course is for

Practitioners who design, deliver, and support IT services day to day – service desk leads, delivery managers, SRE and support engineers moving into ITIL 5.

Syllabus outline

• Module 1: Organizing teams and roles across the service value chain
• Module 2: Integrating AI-assisted monitoring into incident and problem management
• Module 3: Managing availability, capacity, and continuity in ITIL 5
• Module 4: Service desk operations and knowledge management updates
• Module 5: Automation and workflow design for support teams
• Module 6: Measuring and reporting service performance
• Module 7: Exam preparation and case-study workshop