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

  • 3h 35m 42s
  • Claire Agutter
  • IT Governance
  • 2022

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.

Create, Deliver and Support is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to support end-to-end delivery of IT-enabled products and services, and to assure that services deliver the agreed value.

An excellent supplement to any ITIL 4 Create, Deliver and Support training course

ITIL® 4 Create, Deliver and Support (CDS) – Your companion to the ITIL 4 Managing Professional CDS certification is a study guide designed to help students pass the ITIL® 4 Create, Deliver and Support module.

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.

About the Author

Claire Agutter is a service management trainer, consultant and author. In 2020, she was one of Computer Weekly’s Top 50 Most Influential Women in Tech. In 2018 and 2019, she was recognised as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK’s 2017 Thought Leadership Award.

Claire provides regular, free content to the ITSM community as the host of the popular ITSM Crowd hangouts, and is the chief architect for VeriSM™, the service management approach for the digital age. She is the director of ITSM Zone, which provides online ITSM training, and Scopism, a content and consulting organisation.

Claire has also worked with IT Governance Publishing to publish Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition and Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition.

In this Audiobook

  • 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 - Value streams for user support: Service desk
  • Chapter 14 - Value streams for user support: Incident management
  • Chapter 15 - Value streams for user support: Problem management
  • Chapter 16 - Value streams for user support: Knowledge management
  • Chapter 17 - Value streams for user support: Service level management
  • Chapter 18 - Value streams for user support: Monitoring and event management
  • Chapter 19 - How to create, deliver and support services
  • Chapter 20 - Exam preparation
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