ITIL®4 : Direct, Plan and Improve / AXELOS Limited.

Format:

Book

Author/Creator:

AXELOS Limited, author.

Language:

English

Subjects (All):

Information technology--Management--Examinations--Study guides.

Information technology.

Information technology projects--Management--Examinations--Study guides.

Information technology projects.

Physical Description:

1 online resource (161 pages)

Place of Publication:

Norwich, England : TSO (The Stationery Office), part of Williams Lea, [2020]

Summary:

This guide covers practical skills necessary to create a 'learning and improving' IT organisation, with a strong and effective strategic direction. ITIL 4 Managing Professional: Direct, Plan and Improve will: (i) cover the influence and impact of Agile and Lean ways of working, and how they can be leveraged to advantage; (ii) provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility; (iii) act as a reference guide that practitioners can use in their work, further studies and professional development.

Contents:

Intro

Copyright Page

Contents

List of figures

List of tables

Foreword

Preface

About the ITIL 4 publications

About the ITIL story

ITIL Foundation recap

Chapter 1: Introduction

1.1 Why direction, planning, and improvement matter

1.2 Direction

1.3 Planning

1.4 Improvement

1.5 The role of measurement and reporting

1.6 Direction, planning, and improvement of the ITIL SVS

1.7 Applying the guiding principles

1.8 alue, outcomes, costs, and risks in direct, plan, and improve

1.9 Direction, planning, and improvement for everyone

Chapter 2: Strategy and direction

2.1 Strategy management

2.2 Defining the structures and methods used to direct behaviours and make decisions

2.3 The role of risk management in direction, planning, and improvement

2.4 Portfolio management: a key decision-making practice

2.5 Direction via governance, risk, and compliance

2.6 Summary

Chapter 3: Assessment and planning

3.1 Basics of assessment

3.2 Basics of planning

3.3 Introduction to value stream mapping

3.4 Summary

Chapter 4: Measurement and reporting

4.1 Basics of measurement and reporting

4.2 Types of measurements

4.3 Measurement and the four dimensions

4.4 Measurement of products and services

4.5 Summary

Chapter 5: Continual improvement

5.1 Creating a continual improvement culture

5.2 Continual improvement of the service value chain and practices

5.3 Continual improvement in organizations

5.4 The continual improvement model

5.5 Using measurement and reporting in continual improvement

5.6 Summary

Chapter 6: Communication and organizational change management

6.1 Basics of effective communication

6.2 Identifying and communicating with stakeholders

6.3 Basics of OCM

6.4 Summary

Chapter 7: Developing a service value system.

7.1 Adopting the guiding principles

7.2 Centre of excellence for service management

7.3 The four dimensions of service management in the SVS

7.4 Summary

Chapter 8: Bringing it together

8.1 Modern leadership

8.2 Using the guiding principles for direction, planning, and improvement

8.3 Summary

Chapter 9: Conclusion

The ITIL story

End note: The ITIL story

Further research

Glossary

Acknowledgements.

Notes:

Description based on print version record.

ISBN:

0-11-331645-3

OCLC:

1139912580