This book offers a thorough guide to ITIL® 4’s Create, Deliver, and Support (CDS) module, covering key concepts and practices for IT service management. It begins with foundational aspects of the service value system (SVS), highlighting organizational structures, roles, and collaborative cultures essential for successful service delivery. The early chapters focus on adopting a shift-left approach to resource management, helping teams prioritize efficiency and proactive problem-solving.

As the book progresses, it explores the strategic planning and management of resources within the SVS, stressing the importance of continual improvement and leveraging technology to optimize service management. It also provides insight into managing value streams for new services, guiding readers on how to create, manage, and measure service value chains for improved service delivery and innovation.

The later chapters address specific ITIL practices, such as service design, incident management, problem management, and knowledge management. The book concludes with exam preparation for ITIL® 4 CDS, offering practical case studies and real-world scenarios.

By the end, readers will be equipped to enhance service management processes and ensure the delivery of high-quality IT services aligned with business objectives.

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Spis treści

ITIL(R) 4 Create, Deliver and Support (CDS). Your companion to the ITIL® 4 Managing Professional CDS certification eBook -- spis treści

• 1. Service Value System Key Concepts and Challenges
• 2. Using a Shift-Left Approach
• 3. Plan and Manage Resources in the Service Value System
• 4. The Use and Value of Technology Across the Service Value System
• 5. Value Streams for New Services: Reviewing Service Value Chains and Service Value Streams
• 6. ITIL® Practices and Value Streams for New Services
• 7. Value Streams for New Services: Change Enablement
• 8. Value Streams for New Services: Service Design and Software Development and Management
• 9. Value Streams for New Services: Service Validation and Testing
• 10. Value Streams for New Services: Release Management and Deployment Management
• 11. Value Streams for User Support
• 12. ITIL® Practices and Value Streams for User Support
• 13. Value Streams for User Support: Service Desk
• 14. Value Streams for User Support: Incident Management
• 15. Value Streams for User Support: Problem Management
• 16. Value Streams for User Support: Knowledge Management
• 17. Value Streams for User Support: Service Level Management
• 18. Value Streams for User Support: Monitoring and Event Management
• 19. How to Create, Deliver, and Support Services
• 20. Exam Preparation