Claire Agutter

This book offers a thorough guide to ITIL® 4’s Create, Deliver, and Support (CDS) module, covering key concepts and practices for IT service management. It begins with foundational aspects of the service value system (SVS), highlighting organizational structures, roles, and collaborative cultures essential for successful service delivery. The early chapters focus on adopting a shift-left approach to resource management, helping teams prioritize efficiency and proactive problem-solving.

As the book progresses, it explores the strategic planning and management of resources within the SVS, stressing the importance of continual improvement and leveraging technology to optimize service management. It also provides insight into managing value streams for new services, guiding readers on how to create, manage, and measure service value chains for improved service delivery and innovation.

The later chapters address specific ITIL practices, such as service design, incident management, problem management, and knowledge management. The book concludes with exam preparation for ITIL® 4 CDS, offering practical case studies and real-world scenarios.

By the end, readers will be equipped to enhance service management processes and ensure the delivery of high-quality IT services aligned with business objectives.

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