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Full Description
ITIL® 4 Create, Deliver and Support
If you've achieved your ITIL® 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 Create, Deliver and Support (CDS) provides essential knowledge and capabilities for service management professionals, focusing on a value stream based approach to IT-enabled products and services - a must-have skillset practitioners should seek beyond Foundation level.
The majority of this book is based on the official AXELOS ITIL® 4: Create, Deliver and Support publication and the associated Create, Deliver and Support Managing Professional syllabus. It provides students with the information they need to pass the Create, Deliver and Support exam, and help them become a successful practitioner.
Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.
The guide focuses on:
Service value system key concepts and challenges;
Using a shift-left approach;
Planning and managing resources in the service value system;
The use and value of technology across the service value system;
ITIL practices and value streams for new services and user support;
How to create, deliver and support services; and
Exam preparation.
A useful tool throughout your career
In addition to being an essential study aid, the author — a seasoned ITSM professional — also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.
The essential link between your ITIL qualification and the real world - buy this book today!
ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Part of Claire Agutter's ITIL 4 Series. For more information about the other books in the series, visit: www.itgovernancepublishing.co.uk/author/claire-agutter
Contents
Introduction
Chapter 1: Service value system key concepts and challenges
Chapter 2: Using a shift-left approach
Chapter 3: Plan and manage resources in the service value system
Chapter 4: The use and value of technology across the service value system
Chapter 5: Value streams for new services: Reviewing service value chains and service value streams
Chapter 6: ITIL practices and value streams for new services
Chapter 7: Value streams for new services: Change enablement
Chapter 8: Value streams for new services: Service design and software development and management
Chapter 9: Values streams for new services: Service validation and testing
Chapter 10: Value streams for new services: Release management and deployment management
Chapter 11: Value streams for user support
Chapter 12: ITIL practices and value streams for user support
Chapter 13: Exam preparation
Appendix A: Banksbest case study
Further reading
