To begin this course, go to the main page ITIL 4 Managing Professional Certification Course.
2. Create, Deliver and Support (CDS)
1. Types of organizational structures
Functional | Hierarchical, formal lines of authority, determine power, roles and responsibilities Often based on functional areas like HR, IT finance, marketing etc. |
Divisional | Based on markets, products, geography etc. Each division may have profit & loss accounting, sales, marketing, engineering, etc. |
Matrix | Grid of relationships Pools of people who move across teams Often has dual reporting lines (e.g. functional and product) Can provide more speed and agility |
Flat | Very little hierarchy Removes decision making barriers, enabling fast decisions Challenging to maintain as organization grows |
2. Integrated/collaborative teams Servant leadership:
If you’re thinking of moving to cross-functional servant leadership:
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Collaboration | Cooperation | Algorithmic tasks | Heuristic work |
Work together towards a shared goal/objective | Separate goals can lead to silo working | Follows a defined process, with established instructions | Depends on human understanding and intervention |
Shared and integrated goals | Aligned goals | Follow the rules | Learn or discover what is needed |
Everyone succeeds or fails together | Individuals and teams succeed independently | Clear inputs, outputs, instructions, branches etc. | Needs flexibility, information, knowledge and experience |
Goals and resources aligned in real time | Cooperative, friendly, willing to share information | Reassignment and handover between teams where needed | Collaboration, swarming and DevOps often appropriate |
Technology is necessary but not sufficient | Technology is necessary but not sufficient | People doing the work may recognise opportunities to improve how it is done. This should be part of their role | New insights can be recorded for future use, moving some work to algorithmic (removing toil) |
Needs respect, trust and transparency | Less need for trust and transparency | ||
Everyone needs to understand how they contribute to the big picture | Everyone needs to understand their own role | ||
Need to understand PESTLE factors for all stakeholders | Need to understand PESTLE factors for own role | ||
Needs multi-channel communication (stand-ups, face-to-face, active listening, tool-mediated, etc.) | Needs effective communication |
3. Team capabilities, roles, competencies
Traditional IT roles were technically focused in areas such as programming, business analysis, technical support, designers, etc.
Newer roles require more flexibility and regular change
Many IT and ITSM roles now require business skills such as:
Professional ITSM competencies:
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Developing a broad set of competencies:
Go back to ITIL 4 Managing Professional Certification Course for the other chapters if you completed this Create, Deliver and Support (CDS) chapter.
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