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Book Description

Part of the Managing Professional series, this publication provides higher-level guidance, following ITIL 4 Foundation. It is ideal for IT professionals who manage the operation of IT-enabled digital products and services or end-to-end delivery. This publication helps you understand the Create, Deliver and Support module towards Managing Professional, as well as provide daily expert reference guidance for day-to-day problems.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Contents
  5. List of figures
  6. List of tables
  7. Foreword
  8. Preface
  9. About the ITIL 4 publications
  10. About the ITIL story
  11. ITIL Foundation recap
  12. 1 Introduction
  13. 2 The evolution of professionalism in IT and service management
    1. 2.1 Organizations, people, and culture
    2. 2.2 Building effective teams
    3. 2.3 Developing team culture
    4. 2.4 Summary
  14. 3 Using information and technology to create, deliver, and support services
    1. 3.1 Integration and data sharing
    2. 3.2 Reporting and advanced analytics
    3. 3.3 Collaboration and workflow
    4. 3.4 Robotic process automation
    5. 3.5 Artificial intelligence
    6. 3.6 Machine learning
    7. 3.7 Continuous integration, continuous delivery, and continuous deployment
    8. 3.8 The value of an effective information model
    9. 3.9 Automation of service management
    10. 3.10 Summary
  15. 4 Value streams to create, deliver, and support services
    1. 4.1 ITIL service value streams
    2. 4.2 Model value streams for creation, delivery, and support
    3. 4.3 Using value streams to define a minimum viable practice
    4. 4.4 Summary
  16. 5 Prioritizing work and managing suppliers
    1. 5.1 Why do we need to prioritize work?
    2. 5.2 Commercial and sourcing considerations
    3. 5.3 Summary
  17. 6 Conclusion
  18. Examples of value streams
  19. End note: The ITIL story
  20. Further research
  21. Glossary
  22. Acknowledgements
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