ITIL4 CDS (Create, Deliver and Support: Reference and Study Guide)

Table of contents

1. ITIL® 4: Create, Deliver and Support - Reference and Study Guide
   1. Contents
   2. Foreword
   3. Acknowledgements
   4. About this guide
   5. 1 Introduction
   6. 2 Plan and build a service value system
      1. 2.1 Key concepts and challenges
         1. 2.1.1 Organizational structures
         2. 2.1.2 Integrated collaborative teams
         3. 2.1.3 Team capabilities, roles, and competencies
         4. 2.1.4 Professional IT and service management skills and competencies
         5. Table 2.1 Competency codes and profiles
         6. 2.1.5 Team culture and differences
         7. 2.1.6 Working with a customer-oriented mindset
         8. 2.1.7 Employee satisfaction management
         9. 2.1.8 The value of positive communications
      2. 2.2 Shift-left approach
         1. Table 2.2 Building a shift-left approach
      3. 2.3 Plan and manage resources (1/2)
      4. 2.3 Plan and manage resources (2/2)
         1. 2.3.1 How to develop and nurture good team culture
         2. 2.3.2 Workforce planning
         3. 2.3.3 Results-based measuring and reporting
         4. 2.3.4 The culture of continual improvement
      5. 2.4 Use and value of information and technology (1/5)
      6. 2.4 Use and value of information and technology (2/5)
      7. 2.4 Use and value of information and technology (3/5)
      8. 2.4 Use and value of information and technology (4/5)
      9. 2.4 Use and value of information and technology (5/5)
         1. 2.4.1 Integrated service management toolsets
         2. 2.4.2 Integration and data sharing
         3. Table 2.3 Delivery approaches
         4. 2.4.3 Reporting and advanced analytics
         5. Figure 2.1 Data analytics
         6. 2.4.4 Collaboration and workflow
         7. Table 2.4 Tools and methods that support an Agile approach
         8. 2.4.5 Robotic process automation
         9. Figure 2.2 Manual vs robotic process automation1
         10. 2.4.6 Artificial intelligence, AIOps, and machine learning
         11. 2.4.7 Continuous integration and delivery/deployment
         12. 2.4.8 The value of an effective information model
   7. 3 Service value streams
      1. 3.1 Overview
         1. 3.1.1 The ITIL service value chain
         2. 3.1.2 ITIL service value streams
         3. Figure 3.1 Value streams activity hierarchy
         4. 3.1.3 Value streams and organizations
         5. 3.1.4 Value stream considerations
         6. 3.1.5 Designing a service value stream
         7. 3.1.6 Describing a step of the value stream
         8. Table 3.1 Service value stream description template
         9. Table 3.2 Value stream step description template
         10. 3.1.7 Value stream mapping
         11. 3.1.8 Key metrics when analysing a value stream
         12. Table 3.3 Workflow metrics
         13. Figure 3.2 Process timing
         14. Figure 3.3 Simple representation of a value stream
         15. Figure 3.4 Complex representation of a value stream
      2. 3.2 Value stream for the development of a new service (1/4)
      3. 3.2 Value stream for the development of a new service (2/4)
      4. 3.2 Value stream for the development of a new service (3/4)
      5. 3.2 Value stream for the development of a new service (4/4)
         1. 3.2.1 Design considerations
         2. 3.2.2 The journey from demand to value
         3. Figure 3.5 Development of a new service
         4. 3.2.3 ITIL practices contributing to a value stream for a new service
      6. 3.3 Value stream for user support of an existing service (1/4)
      7. 3.3 Value stream for user support of an existing service (2/4)
      8. 3.3 Value stream for user support of an existing service (3/4)
      9. 3.3 Value stream for user support of an existing service (4/4)
         1. 3.3.1 Design considerations
         2. 3.3.2 Demand and value
         3. 3.3.3 The journey from demand to value
         4. Figure 3.6 Restoration of a live service
         5. 3.3.4 ITIL practices contributing to a value stream for user support
   8. 4 Create, deliver and support services
      1. 4.1 Managing work and activities
         1. 4.1.1 Managing work as tickets
         2. 4.1.2 Prioritization and demand management
         3. Figure 4.1 Demand variations and their effect on capacity
         4. 4.1.3 How to prioritize work
         5. 4.1.4 Swarming
      2. 4.2 Key approaches (1/2)
      3. 4.2 Key approaches (2/2)
         1. 4.2.1 Commercial and sourcing considerations
         2. 4.2.2 Service integration and management
         3. Figure 4.2 Service integration models
   9. 5 Taking the CDS examination
      1. 5.1 Purpose of the ITIL 4 CDS qualification
      2. 5.2 Examination overview
         1. Table 5.1 Examination weighting by learning outcome
      3. 5.3 Question type examples
         1. 5.3.1 Standard
         2. 5.3.2 Negative
         3. 5.3.3 List
      4. 5.4 Examination modalities
         1. 5.4.1 Sample papers
         2. 5.4.2 Tips for taking the examination
   10. 6 The ITIL 4 certification scheme
       1. 6.1 ITIL Foundation
          1. Figure 6.1 The ITIL certification scheme
       2. 6.2 ITIL Managing Professional stream
          1. 6.2.1 ITIL Specialist – Create, Deliver and Support
          2. 6.2.2 ITIL Specialist – Drive Stakeholder Value
          3. 6.2.3 ITIL Specialist – High-velocity IT
          4. 6.2.4 ITIL Strategist – Direct, Plan and Improve
       3. 6.3 ITIL Strategic Leader stream
          1. 6.3.1 ITIL Strategist – Direct, Plan and Improve
          2. 6.3.2 ITIL Leader – Digital and IT Strategy
       4. 6.4 ITIL Master
       5. 6.5 ITIL and the T-shaped individual
          1. Figure 6.2 A T-shaped skillset
          2. Figure 6.3 A T-shaped service manager
   11. 7 ITIL 4: Create, Deliver and Support syllabus
       1. Table 7.1 Concepts that are tested in the ITIL 4 Create, Deliver and Support examination
   12. Further information
   13. Index (1/2)
   14. Index (2/2)