ITIL 4: Create, Deliver and Support Reference and Study Guide

ITIL® 4: Create, Deliver and Support Reference and Study Guide
	Contents
	Foreword
	Acknowledgements
	About this guide
	1 Introduction
	2 Plan and build a service value system
		2.1 Key concepts and challenges
			2.1.1 Organizational structures
			2.1.2 Integrated collaborative teams
			2.1.3 Team capabilities, roles, and competencies
			2.1.4 Professional IT and service management skills and competencies
			Table 2.1 Competency codes and profiles
			2.1.5 Team culture and differences
			2.1.6 Working with a customer-oriented mindset
			2.1.7 Employee satisfaction management
			2.1.8 The value of positive communications
		2.2 Shift-left approach
			Table 2.2 Building a shift-left approach
		2.3 Plan and manage resources
			2.3.1 How to develop and nurture good team culture
			2.3.2 Workforce planning
			2.3.3 Results-based measuring and reporting
			2.3.4 The culture of continual improvement
		2.4 Use and value of information and technology
			2.4.1 Integrated service management toolsets
			2.4.2 Integration and data sharing
			Table 2.3 Delivery approaches
			2.4.3 Reporting and advanced analytics
			Figure 2.1 Data analytics
			2.4.4 Collaboration and workflow
			Table 2.4 Tools and methods that support an Agile approach
			2.4.5 Robotic process automation
			Figure 2.2 Manual vs robotic process automation1
			2.4.6 Artificial intelligence, AIOps, and machine learning
			2.4.7 Continuous integration and delivery/deployment
			2.4.8 The value of an effective information model
	3 Service value streams
		3.1 Overview
			3.1.1 The ITIL service value chain
			3.1.2 ITIL service value streams
			Figure 3.1 Value streams activity hierarchy
			3.1.3 Value streams and organizations
			3.1.4 Value stream considerations
			3.1.5 Designing a service value stream
			3.1.6 Describing a step of the value stream
			Table 3.1 Service value stream description template
			Table 3.2 Value stream step description template
			3.1.7 Value stream mapping
			3.1.8 Key metrics when analysing a value stream
			Table 3.3 Workflow metrics
			Figure 3.2 Process timing
			Figure 3.3 Simple representation of a value stream
			Figure 3.4 Complex representation of a value stream
		3.2 Value stream for the development of a new service
			3.2.1 Design considerations
			3.2.2 The journey from demand to value
			Figure 3.5 Development of a new service
			3.2.3 ITIL practices contributing to a value stream for a new service
		3.3 Value stream for user support of an existing service
			3.3.1 Design considerations
			3.3.2 Demand and value
			3.3.3 The journey from demand to value
			Figure 3.6 Restoration of a live service
			3.3.4 ITIL practices contributing to a value stream for user support
	4 Create, deliver and support services
		4.1 Managing work and activities
			4.1.1 Managing work as tickets
			4.1.2 Prioritization and demand management
			Figure 4.1 Demand variations and their effect on capacity
			4.1.3 How to prioritize work
			4.1.4 Swarming
		4.2 Key approaches
			4.2.1 Commercial and sourcing considerations
			4.2.2 Service integration and management
			Figure 4.2 Service integration models
	5 Taking the CDS exami
		5.1 Purpose of the ITIL 4 CDS qualification
		5.2 Examination overview
			Table 5.1 Examination weighting by learning outcome
		5.3 Question type examples
			5.3.1 Standard
			5.3.2 Negative
			5.3.3 List
		5.4 Examination modalities
			5.4.1 Sample papers
			5.4.2 Tips for taking the examination
	6 The ITIL 4 certification scheme
		6.1 ITIL Foundation
			Figure 6.1 The ITIL certification scheme
		6.2 ITIL Managing Professional stream
			6.2.1 ITIL Specialist – Create, Deliver and Support
			6.2.2 ITIL Specialist – Drive Stakeholder Value
			6.2.3 ITIL Specialist – High-velocity IT
			6.2.4I TIL Strategist – Direct, Plan and Improve
		6.3 ITIL Strategic Leader stream
			6.3.1 ITIL Strategist – Direct, Plan and Improve
			6.3.2 ITIL Leader – Digital and IT Strategy
		6.4 ITIL Master
		6.5 I TIL and the T-shaped individual
			Figure 6.2 A T-shaped skillset
			Figure 6.3 A T-shaped service manager
	7 ITIL 4: Create, Deliver and Support syllabus
		Table 7.1 Concepts that are tested in the ITIL 4 Create, Deliver and Support examination
	Further information
	Index