ITIL® 4 Create, Deliver and Support (CDS) - Your companion to the ITIL 4 Managing Professional CDS certification

Table of contents

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