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