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ITIL®4 : Create, Deliver and Support.

Bibliographic Details
Main Author: Limited, AXELOS.
Format: eBook
Language:English
Published: London : The Stationery Office Ltd, 2020.
Subjects:
ITIL (Information technology management standard) > Examinations > Study guides.
Information technology > Management > Examinations > Study guides.
Information technology projects > Management > Examinations > Study guides.
Electronic books.
Online Access:Click to View
Table of Contents:
  • ITIL 4: Create, Deliver and Support
  • Contents
  • List of figures
  • List of tables
  • Foreword
  • Preface
  • About the ITIL 4 publications
  • About the ITIL story
  • ITIL Foundation recap
  • The ITIL service value system
  • Figure 0.1 The ITIL service value system
  • The ITIL service value chain
  • Figure 0.2 The ITIL service value chain
  • The ITIL practices
  • Table 0.1 The ITIL management practices
  • The ITIL guiding principles
  • Governance
  • Continual improvement
  • Figure 0.3 The continual improvement model
  • The four dimensions model
  • Figure 0.4 The four dimensions of service management
  • CHAPTER 1 INTRODUCTION
  • 1 Introduction
  • CHAPTER 2 THE EVOLUTION OF PROFESSIONALISM IN IT AND SERVICE MANAGEMENT
  • 2 The evolution of professionalism in IT andservice management
  • 2.1 Organizations, people, and culture
  • 2.1.1 Organizational structures
  • 2.1.2 Using the ITIL guiding principles to improve the organizational structure
  • 2.2 Building effective teams
  • 2.2.1 Roles and competenci
  • 2.2.2 Professional IT and service management skills and competencies
  • Table 2.1 Competency codes and profiles
  • 2.2.3 Workforce planning and management
  • 2.2.4 Employee satisfaction management
  • 2.2.5 Results-based measuring and reporting
  • 2.3 Developing team culture
  • 2.3.1 What is team culture?
  • 2.3.2 What does cultural fit mean and why is it important?
  • 2.3.3 How to develop and nurture good team culture
  • 2.3.4 A continual improvement culture
  • 2.3.5 A collaborative culture
  • 2.3.6 Customer orientation: putting the customer first
  • 2.3.7 Positive communication
  • 2.3.8 Challenges
  • 2.4 Summary
  • CHAPTER 3 USING INFORMATION AND TECHNOLOGY TO CREATE, DELIVER, AND SUPPORT SERVICES
  • 3 Using information and technology to create, deliver, and support services
  • 3.1 Integration and data sharing
  • 3.1.1 Integration topologies.
  • 3.1.2 Integration approaches
  • Table 3.1 Delivery approaches
  • 3.2 Reporting and advanced analytics
  • 3.2.1 Data analytics
  • Figure 3.1 Data analytics
  • 3.2.2 Big data
  • 3.3 Collaboration and workflow
  • 3.3.1 Collabor
  • Table 3.2 Tools and methods that support an Agile approach
  • 3.3.2 Tools and capabilities
  • 3.3.3 Workflow in IT and service management tools
  • 3.4 Robotic process automation
  • 3.4.1 Where is RPA used?
  • 3.4.2 RPA technologies
  • Figure 3.2 Manual vs robotic process automation After Schatsky et al. (2016)3
  • 3.4.3 RPA considerations
  • 3.5 Artificial intelligence
  • 3.5.1 Architectural considerations
  • 3.5.2 Applications and value
  • 3.5.3 The growth of AIOps
  • 3.6 Machine learning
  • 3.6.1 Supervised and unsupervised learning
  • 3.6.2 Benefits and limitations of machine learning
  • 3.7 Continuous integration, continuous delivery, and continuous deployment
  • 3.7.1 Goals and value measurements
  • 3.7.2 The CI/CD pipeline
  • 3.7.3 Aligning CI/CD with ITIL
  • 3.7.4 CI/CD does not suit every situation
  • 3.8 The value of an effective information model
  • 3.8.1 Anatomy of an information model
  • 3.9 Automation of service management
  • 3.9.1 Integrated service management toolsets
  • 3.9.2 Service management toolset expectations
  • 3.10 Summary
  • CHAPTER 4 VALUE STREAMS TO CREATE, DELIVER, AND SUPPORT SERVICES
  • 4 Value streams to create, deliver, and support services
  • 4.1 ITIL service value streams
  • 4.1.1 Structure of an ITIL service value stream
  • Figure 4.1 Value streams activity hierarchy
  • 4.1.2 Value streams and organizations
  • 4.1.3 Value stream considerations
  • 4.1.4 Designing a service value stream
  • 4.1.5 Describing a step of the value stream
  • Table 4.1 Service value stream description template
  • Table 4.2 Value stream step description template
  • 4.1.6 Value stream mapping.
  • 4.1.7 Key metrics when analysing a value stream
  • Table 4.3 Workflow metrics
  • Figure 4.2 Process timing
  • Figure 4.3 Simple representation of a value stream
  • Figure 4.4 Complex representation of a value stream
  • 4.2 Model value streams for creation, delivery, and support
  • 4.2.1 Development of a new service
  • Figure 4.5 Development of a new service
  • Step 1: Acknowledge and document the service requirements
  • Step 2: Decide whether to invest in the new service
  • Step 3: Design and architect the new service to meet customer requirements
  • Step 4: Build, configure, or buy service components
  • Step 5: Deploy service components in preparation for launch
  • Step 6: Release new service to customers and users
  • 4.2.2 Restoration of a live service
  • Figure 4.6 Restoration of a live service
  • Step 1: Acknowledge and register the user query
  • Step 2: Investigate the query, reclassify it as an incident, and attempt to fix it
  • Step 3: Obtain a fix from the specialist team
  • Step 4: Deploy the fix
  • Step 5: Verify that the incident has been resolved
  • Step 6: Request feedback from the user
  • Step 7: Identify opportunities to improve the overall system
  • 4.3 Using value streams to define a minimum viable practice
  • Table 4.4 Minimum viable practice contributions
  • Table 4.5 Example of minimum viable practice contributions for service configuration management
  • 4.4 Summary
  • CHAPTER 5 PRIORITIZING WORK AND MANAGING SUPPLIERS
  • 5 Prioritizing work and managing suppliers
  • 5.1 Why do we need to prioritize work?
  • 5.1.1 Managing work as tickets
  • 5.1.2 Prioritization and demand management
  • Figure 5.1 Demand variations and their effect on capacity
  • 5.1.3 How to prioritize work
  • 5.1.4 Swarming
  • 5.1.5 Shift-left approach
  • Table 5.1 Building a shift-left approach
  • 5.2 Commercial and sourcing considerations.
  • 5.2.1 'Build vs buy' considerations
  • 5.2.2 Sourcing models and options
  • 5.2.3 Outsourcing considerations
  • 5.2.4 Service integration and management
  • Figure 5.2 Service integration models
  • 5.3 Summary
  • CHAPTER 6 CONCLUSION
  • 6 Conclusion
  • APPENDIX A EXAMPLES OF VALUE STREAMS
  • A Appendix A: Examples of value streams
  • The ITIL story: Value stream for the development of a new service
  • The ITIL story: Value stream for the restoration of a live service
  • End note: The ITIL story
  • Further research
  • Glossary
  • Acknowledgements
  • Index.

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