Contents
2 The evolution of professionalism in IT and service management
2.1 Organizations, people, and culture
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
3.7 Continuous integration, continuous delivery, and continuous deployment
3.8 The value of an effective information model
3.9 Automation of service management
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
5 Prioritizing work and managing suppliers
5.1 Why do we need to prioritize work?
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