دانلود کتاب ITIL® 4 نهایی برای مقیاس‌پذیری ITSM در شرکت‌ها، طراحی سیستم‌های مدیریت خدمات یکپارچه مقیاس‌پذیر (ITSM) با ITIL® 4، DevOps، Cloud و Agile برای اکوسیستم‌های پیچیده فناوری اطلاعات

The field of IT Service Management (ITSM) is evolving at an unprecedented pace. Organizations today face the challenge of not just adopting best practices, but scaling them effectively across complex, dynamic environments. It was with this realization that Ultimate ITIL ® 4 for Scaling ITSM in Enterprises was conceived. Following the success of my first book, Ultimate ITIL ® 4 Foundation Certification Guide , and inspired by the overwhelming response from professionals across industries, I felt the need to go beyond the basics. Many readers and practitioners reached out seeking deeper guidance — not just on what ITIL4 is, but how to apply and scale it pragmatically in real-world enterprise scenarios. This book is written for those who already understand ITIL4 principles and practices but are now seeking to elevate their ITSM practices to meet enterprise-level demands. It provides a comprehensive guide to advanced concepts, real-world case studies, proven scaling strategies, automation opportunities, and industry-specific customizations — all aimed at helping organizations drive measurable value through ITSM. The intent of this work is to bridge the gap between theory and execution, helping ITSM leaders, practitioners, and strategists to not only implement ITIL4 effectively but also to adapt and thrive in a digital-first world. It is sincerely hoped that this book becomes a trusted companion for your journey towards building scalable, resilient, and continually improving ITSM ecosystems. This book is organized into 13 chapters, covering the foundations of advanced ITIL4 implementation, an in-depth exploration of ITIL4 practices, strategies for integration and scaling, methods for measuring and sustaining success, emerging trends and innovations in ITSM, and guidance on the future journey for ITIL4 professionals. Chapter 1 offers a strategic introduction to advanced ITIL4 concepts, differentiating foundational knowledge from enterprise-level implementation strategies. It explores how ITIL4 empowers modern ITSM, particularly in dynamic environments shaped by cloud computing, AI, DevOps, and Agile methodologies. Chapter 2 revisits ITIL4’s core components—the Service Value System (SVS), Service Value Chain, and the Four Dimensions of Service Management—focusing on their practical application in strategic ITSM initiatives rather than theoretical understanding. Chapter 3 discusses how ITIL4 bridges the gap between business strategy and IT execution. It highlights key principles that enable enterprises to modernize their ITSM capabilities, ensuring agility, resilience, and operational efficiency in a digital-first world. Chapter 4 explores the integration of Governance, Risk, and Compliance (GRC), Organizational Change Management (OCM), and Knowledge Management into ITIL4 practices. It emphasizes how embedding governance and continual improvement into organizational culture is critical for achieving sustainable ITSM maturity. Chapter 5 provides an in-depth exploration of key ITIL4 service management practices, including Incident Management, Problem Management, Change Enablement, Service Request Management, and Service Level Management. It delves into advanced workflows, automation strategies, and best practices to enhance ITSM efficiency at scale. Chapter 6 covers essential ITIL4 technical management practices such as Infrastructure and Platform Management, Deployment Management, and Monitoring and Event Management. It also explains how to integrate these practices with DevOps and Agile methodologies to enable continuous delivery, automated deployment, and proactive service management. Chapter 7 focuses on blending ITIL4 with Agile, DevOps, and Lean principles to ensure that traditional ITSM controls support rather than hinder innovation. It highlights best practices for adapting ITIL4 workflows to iterative development models, balancing stability, compliance, and agility. Chapter 8 outlines strategies for scaling ITIL4 across complex, global enterprises. It emphasizes governance models, automation, process standardization, and crossfunctional collaboration to ensure seamless service management across geographies and business units. Chapter 9 discusses how enterprises can measure ITIL4 performance using Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Value Stream Mapping. It focuses on aligning ITSM initiatives with business outcomes, customer satisfaction, and operational excellence. Chapter 10 provides a detailed approach to building ITIL4- based governance structures and embedding continual improvement into daily operations. It offers a step-by-step guide for leveraging data insights, automation, and feedback loops to drive lasting service excellence. Chapter 11 explores cutting-edge trends such as AI-driven ITSM, predictive analytics, self-healing systems, and digital service transformation. It examines how emerging technologies are reshaping ITIL4 adoption, enhancing operational efficiency, and driving real-time optimization. Chapter 12 provides practical strategies for overcoming common challenges faced during ITIL4 implementation. It addresses managing resistance to change, optimizing workflows for agility, and aligning ITIL4 initiatives with broader digital transformation goals. Chapter 13 explores the evolving career landscape for ITIL4 practitioners. It highlights emerging roles, key skills for the future, opportunities for professional development, and guidance on aligning ITIL4 expertise with Agile, DevOps, and digital transformation leadership.