Create Send Support (CD) – is one of 4 professional manager guides for ITIL 4 of Axelos, offering some truly original thoughts around the ISM core practice and the value they contributed to the business. CD offers a holistic view of all service delivery activities, from ideas to reality, from requests to value, and from design, building and testing to management and support.
The perspective is seen through a professionalism lens, as a variety of practices, skills and fields of knowledge needed to achieve success in service management checked in detail. Flexibility is delivered through profound guidelines for building and managing stream values, combining processes, practices, and other elements together to provide a more agile and responsive approach to service administration.
In this context, CD includes various subjects that contribute to this holistic view, including people’s management, customer focus, tools, procurement, work management and queues, culture, testing, and many other aspects of professional toolkit. There are also major fields in the guide around ‘left shift’ – move to the most effective place – plus a step-by-step approach to map and build ‘stream value’ end to end.
CD is aimed at 2 main audience groups:
Currently TSM people who identify as (IT) professional service management
Those who interact with professional services as part of a broader service value system – i.e. Technical architects, developers, engineers and others in building cycles and supporting technology services.
For those who exist in ITSM, CDs help to see the entire life cycle based on ITIL 4 as a single entity and see what is needed (beyond the simple process) to make this work. For those in other areas, the CD is useful for seeing where they must match as part of the cycle. Service is not an insular entity and a CDS approach takes candidates on the way from ways of roads to work with collaborative co-creations. In other words, the process brings together traditional ITSM approaches with agile, DevOps and other new ways of thinking and work.
ITIL dpi certification is not a book of running or book rules – collaboration and mutual goals are very important. There are areas in this book that have been identified for some time as important or even need to achieve success. This may not be new ideas for many people but this is the first time the man of these concepts is included explicitly as part of the growing ITIL reach. This provides a clear guide that this ‘new’ idea is actually important and an important part of the Practitioner-Kit tool.
‘New’ element – including:
* Employee welfare – understand how to measure the relevant moral level and the level of involvement of your people
* Customer mindset – ensure that the customer’s perspective is included in the design and support service, empathy service
* Team Work – How to Build and Maintain an Effective Team and Use Relevant Approaches
* Organizational Structure – Understanding various types of organizations and structures
* Type of Work and How to Work – Manage bugs, queues and tickets
* AI and new tools – automation, robotics, advanced analytics, machine learning
* Left flow shift and effectiveness, left shift for support and development
* Value Streams – Mapping and Building Value Streaming for Support and New Products
* Commercial and Focused Skills – Mitra Managing, Procurement, Source
Issue a message
As a member of the ITIL 4 architect team, I really want to spread the message embodied in the CD on every occasion, but the situation has indeed made this difficult. This book is physically published a few weeks before locking pandemic – although the previous digital version is available and the core content area has also been used in professional transition management courses since the fall of 2019. I have seen good feedback even though it scales. Although the scale of awareness and publicity has been limited to date.
The upcoming ISMF UK webinar offers great opportunities to overcome this lack of exposure and share several key aspects and benefits from new publications. On the webinar there will be some initial references to key ITIL 4 concepts, plus take a walk from several new elements and augmented in connection with the 4-dimensional ITIL – organization and people, stream values and suppliers and suppliers and suppliers and information and technology. Then we will dig deeper into the main messages of the CD and its role in the environment of service.
