ITIL® 4 Create, Deliver and Support (CDS) - Your companion to the ITIL 4 Managing Professional CDS certification

CHAPTER 4: THE USE AND VALUE OF TECHNOLOGY ACROSS THE SERVICE VALUE SYSTEM

In this chapter, we’ll look at some concepts related to the use and value of information technology across the SVS, including:

•Information models;

•Collaboration and workflow;

•Integration and data sharing;

•Reporting and advanced analytics;

•Integrated service management toolsets;

•Robotic process automation (RPA);

•Artificial intelligence (AI);

•Machine learning (ML); and

•Continuous integration and continuous delivery/deployment.

I have two almost conflicting pieces of advice to start this chapter with.

The first goes back to my early days in service management, when ...