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ITIL® 4 Create, Deliver and Support (CDS)
Your companion to the ITIL 4 Managing Professional CDS certificationBy Claire AgutterNarrated by Katie VillaLength3h 35m
About this audiobook
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
Audiobook details
GenreTechnology
Length3 hrs 35 mins
Narrated byKatie Villa
FormatAudiobook
Publish dateNov 22, 2022
LanguageEnglish
Table of contents
1Opening Credits
14Chapter 11: Value streams for user support
2Accompanying material
15Chapter 12: ITIL practices and value streams for user support
3Introduction
16Chapter 13: Value streams for user support: Service desk
4Chapter 1: Service value system key concepts and challenges
17Chapter 14: Value streams for user support: Incident management
5Chapter 2: Using a shift-left approach
18Chapter 15: Value streams for user support: Problem management
Show all chaptersShow less
6Chapter 3: Plan and manage resources in the service value system
19Chapter 16: Value streams for user support: Knowledge management
7Chapter 4: The use and value of technology across the service value system
20Chapter 17: Value streams for user support: Service level management
8Chapter 5: Value streams for new services: Reviewing service value chains and service value streams
21Chapter 18: Value streams for user support: Monitoring and event management
9Chapter 6: ITIL practices and value streams for new services
22Chapter 19: How to create, deliver and support services
10Chapter 7: Value streams for new services: Change enablement
23Chapter 20: Exam preparation
11Chapter 8: Value streams for new services: Service design and software development and management
24Appendix A: Banksbest case study
12Chapter 9: Values streams for new services: Service validation and testing
25Further reading
13Chapter 10: Value streams for new services: Release management and deployment management
26Closing Credits
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