ITIL®4 : : Create, Deliver and Support.

• Author: Limited, AXELOS.
• Place / Publishing House: London : : The Stationery Office Ltd,, 2020.; {copy}2020.
• Year of Publication: 2020
• Language: English
• Physical Description: 1 online resource (161 pages)

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.