ITIL 4 Specialist: Create, Deliver and Support (CDS) in 1,000 words White Paper


February 2020

Many city landmarks offer panoramic views from their observation decks. From a high viewpoint, the distances between some buildings might be closer and others further apart, than at first glance.

Perspective is key and necessary component for the successful delivery of mature technology-enabled services.

In service management, two vital elements for success are perspective and flexibility:

  • Perspective: understanding the overall picture of what a service does and how it is delivered. This involves a wide variety of skills, processes, knowledge, tools, and technologies to deliver business and customer value
  • Flexibility: involves using the portfolio of tools and artefacts appropriately within complex environments. Service management is not a one-size-fits-all approach. The expectations around the customer experience and business value cannot be met with a single and isolated view.

Download the PDF to read our full paper or visit: to learn more, book an exam, find a training provider or purchase the manual.

Current rating: 5 (2 ratings)


9 May 2020 Girish Kumar Balakrishnan
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Wow, this is so clearly defined. Thanks for the write up, provides clarity on the module and the expectations. Delivers perfect path to get into in-depth of Managing Professional for ITIL around Service Management
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