ITIL 4: Create, Deliver and Support

Description

ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. The ‘ITIL 4 Managing Professional’ range comprises the Higher Level ITIL 4 publications and follows on from ITIL 4 Foundation. Their audience ranges from those who have undertaken ITIL 4 Foundation, those who are responsible for managing IT-enabled products and services, to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice who wish to transition across to ITIL 4 and become an ITIL Managing Professional. Create, Deliver and Support forms one publication in the essential supporting guidance for the Managing Professional certification pathway. Delegates must undertake all four modules of ; ‘Create, Deliver and Support’, ‘Direct, Plan and Improve’, ‘Drive Stakeholder Value’ and ‘High Velocity IT’ to become an ITIL Managing Professional. All modules have a supporting publication and are available as a package with exclusive immediate online access to content to support learning. All titles are also available as a package to support learning across all modules and in support of the ITIL 4 Managing Professional Transition Module which covers elements of all four. ITIL 4: Create, Deliver and Support ITIL 4: Create, Deliver and Support Contents List of figures Figure 0.1 The ITIL service value system Figure 0.2 The ITIL service value chain Figure 0.3 The continual improvement model Figure 0.4 The four dimensions of service management Figure 3.1 Data analytics Figure 3.2 Manual vs robotic process automation Figure 4.1 Value streams activity hierarchy Figure 4.2 Process timing Figure 4.3 Simple representation of a value stream Figure 4.4 Complex representation of a value stream Figure 4.5 Development of a new service Figure 4.6 Restoration of a live service Figure 5.1 Demand variations and their effect on capacity Figure 5.2 Service integration models List of tables Table 0.1 The ITIL management practices Table 2.1 Competency codes and profiles Table 3.1 Delivery approaches Table 3.2 Tools and methods that support an Agile approach Table 4.1 Service value stream description template Table 4.2 Value stream step description template Table 4.3 Workflow metrics Table 4.4 Minimum viable practice contributions Table 4.5 Example of minimum viable practice contributions for service configuration management Table 5.1 Building a shift-left approach Foreword Preface About the ITIL 4 publications About the ITIL story Meet the Axle employees ITIL Foundation recap CHAPTER 1: INTRODUCTION 1 Introduction CHAPTER 2: THE EVOLUTION OF PRODESSIONALISM IN IT AND SERVICE MANAGEMENT 2 The evolution of professionalism in IT and service management 2.1 Organizations, people, and culture 2.1.1 Organizational structures 2.1.2 Using the ITIL guiding principles to improvethe organizational structure 2.2 Building effective teams 2.2.1 Roles and competencies 2.2.2 Professional IT and service management skills and competencies 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 3.2 Reporting and advanced analytics 3.2.1 Data analytics 3.2.2 Big data 3.3 Collaboration and workflow 3.3.1 Collaboration 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 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 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 4.1.6 Value stream mapping 4.1.7 Key metrics when analysing a value stream 4.2 Model value streams for creation, delivery, and support 4.2.1 Development of a new service 4.2.2 Restoration of a live service 4.3 Using value streams to define a minimum viable practice 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 5.1.3 How to prioritize work 5.1.4 Swarming 5.1.5 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 5.3 Summary CHAPTER 6: CONCLUSION 6 Conclusion APPENDIX A: EXAMPLES OF VALUE STREAMS A Appendix A: Examples of value streams END NOTE: THE ITIL STORY End note: The ITIL story FURTHER RESEARCH Further research GLOSSARY Glossary ACKNOWLEDGEMENTS Acknowledgements INDEX Index