ITIL® 4 Create, Deliver and Support If you’ve achieved your ITIL® 4 Foundation certificate, you’re probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 Create, Deliver and Support (CDS) provides essential knowledge and capabilities for service management professionals, focusing on a value stream based approach to IT-enabled products and services – a must-have skillset practitioners should seek beyond Foundation level. The majority of this book is based on the official AXELOS ITIL® 4: Create, Deliver and Support publication and the associated Create, Deliver and Support Managing Professional syllabus. It provides students with the information they need to pass the Create, Deliver and Support exam, and help them become a successful practitioner. Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: Service value system key concepts and challenges; Using a shift-left approach; Planning and managing resources in the service value system; The use and value of technology across the service value system; ITIL practices and value streams for new services and user support; How to create, deliver and support services; and Exam preparation. A useful tool throughout your career In addition to being an essential study aid, the author — a seasoned ITSM professional — also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come – long after you’ve passed your exam. The essential link between your ITIL qualification and the real world – buy this book today! ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. Part of Claire Agutter’s ITIL 4 Series. For more information about the other books in the series, visit: www.itgovernancepublishing.co.uk/author/claire-agutter  

• Cover
• Title
• Copyright
• About the Author
• Contents
• Introduction
  • How to use this book
• Chapter 1: Service value system key concepts and challenges
  • SVS concepts and challenges: Organisational structure
  • SVS concepts and challenges: Integrated/collaborative culture
  • SVS concepts and challenges: Teams, roles and competencies
  • SVS concepts and challenges: Team culture and differences
  • SVS key concepts and challenges: Working to a customer-oriented mindset
  • SVS concepts and challenges: Employee satisfaction management
  • SVS concepts and challenges: Positive communications
• Chapter 2: Using a shift-left approach
  • What is shift-left?
  • Applying shift-left to management
  • Shift-left and other practices
  • Building a shift-left approach
  • Shift-left benefits
• Chapter 3: Plan and manage resources in the service value system
  • Team collaboration and integration
  • Workforce planning
  • Results-based measurement and reporting
  • Culture of continual improvement
• Chapter 4: The use and value of technology across the service value system
  • Information models
  • Collaboration and workflow
  • Integration and data sharing
  • Reporting and advanced analytics
  • Integrated service management toolsets
  • Robotic process automation
  • Artificial intelligence
  • Machine learning
  • Continuous integration and continuous delivery/deployment
• Chapter 5: Value streams for new services: Reviewing service value chains and service value streams
  • Creating a value stream
  • Value stream steps
  • Metrics for a value stream
  • Value stream for a new service
• Chapter 6: ITIL practices and value streams for new services
  • Scenario for a new service
  • Using the ITIL 4 practice guides
• Chapter 7: Value streams for new services: Change enablement
  • Purpose and description
  • Complexity-based approach to changes
  • Practice success factors
  • Roles
  • Change enablement key takeaways
• Chapter 8: Value streams for new services: Service design and software development and management
  • Purpose and description
  • Design thinking
  • The scope of software development and management
  • Practice success factors
• Chapter 9: Values streams for new services: Service validation and testing
  • Purpose and description
  • Scope
  • Practice success factors
  • Testing elements
• Chapter 10: Value streams for new services: Release management and deployment management
  • Purpose and description
  • Release management scope
  • Deployment management scope
  • Release management practice success factors
  • Deployment management practice success factors
• Chapter 11: Value streams for user support
• Chapter 12: ITIL practices and value streams for user support
  • Scenario for user support
• Chapter 13: Value streams for user support: Service desk
  • Purpose and description
  • Service empathy
  • Practice success factors
• Chapter 14: Value streams for user support: Incident management
  • Purpose and description
  • Terms and concepts
  • Practice success factors
  • Incident handling and resolution
• Chapter 15: Value streams for user support: Problem management
  • Purpose and description
  • Terms and concepts
  • Practice success factors
  • Proactive problem management
  • Reactive problem identification
• Chapter 16: Value streams for user support: Knowledge management
  • Purpose and description
  • SECI model of knowledge dimensions
  • Practice success factors
• Chapter 17: Value streams for user support: Service level management
  • Purpose and description
  • Practice success factors
• Chapter 18: Value streams for user support: Monitoring and event management
  • Purpose and description
  • Practice success factors
• Chapter 19: How to create, deliver and support services
  • Managing work as tickets
  • Prioritising work
  • Options for service delivery
  • Roles in sourcing
  • Service integration and management
• Chapter 20: Exam preparation
• Appendix A: Banksbest case study
  • Company overview
  • Company structure
  • Future plans
  • IT services
  • IT department
  • IT service management
  • Sample employee biographies
• Further reading