ITIL 4 essentials : your essential guide for the ITIL 4 Foundation exam and beyond

Cover
Title
Copyright
Preface
About the Author
Acknowledgements
Contents
Chapter 1: Key concepts of service management
	Why is service management important?
	Why use ITIL® for service management?
	A brief history of ITIL
	Why has ITIL been successful?
	Value
	Service management
	Service management as a professional practice
	Organisation
	Co-creation
Chapter 2: Service management roles
	Some role considerations
	Service provider
	Stakeholder
	Service relationship
	Service consumer
	Using RACI models for role mapping
Chapter 3: All about services
	Products and services
	Outputs and outcomes
	Cost and risk
	Utility and warranty
Chapter 4: Service relationships
	Service offerings
	Service relationships
	The service relationship model
Chapter 5: The four dimensions of service management
	Dimension 1: Organizations & people
	Dimension 2: Information & technology
	Dimension 3: Partners & suppliers
	Dimension 4: Value streams & processes
Chapter 6: The Service Value System
Chapter 7: The SVS: Opportunity, demand, value
Chapter 8: The SVS: Guiding principles
	Guiding principle 1: Focus on value
	Guiding principle 2: Start where you are
	Guiding principle 3: Progress iteratively with feedback
	Guiding principle 4: Collaborate and promote visibility
	Guiding principle 5: Think and work holistically
	Guiding principle 6: Keep it simple and practical
	Guiding principle 7: Optimize and automate
	The benefits of automation
	Getting ready to automate
	Service management automation
Chapter 9: The SVS: Governance
Chapter 10: The SVS: The service value chain
	Activity: Plan
	Activity: Improve
	Activity: Engage
	Activity: Design & transition
	Activity: Obtain/build
	Activity: Deliver & support
Chapter 11: ITIL practices introduced
	From processes to practices
	Process models
Chapter 12: General management practices
	Continual improvement
	Practice considerations
	Putting continual improvement to work
	Architecture management
	Practice considerations
	Information security management
	Practice considerations
	Knowledge management
	Practice considerations
	Measurement and reporting
	Practice considerations
	Organisational change management
	Practice considerations
	Portfolio management
	Practice considerations
	Project management
	Practice considerations
	Relationship management
	Practice considerations
	Risk management
	Practice considerations
	Service financial management
	Practice considerations
	Strategy management
	Practice considerations
	Supplier management
	Service integration and management
	Practice considerations
	Workforce and talent management
	Practice considerations
Chapter 13: Service management practices
	Availability management
	Practice considerations
	Business analysis
	Process considerations
	Capacity and performance management
	Practice considerations
	Change enablement
	Practice considerations
	Incident management
	Practice considerations
	IT asset management
	Practice considerations
	Monitoring and event management
	Practice considerations
	Problem management
	Practice considerations
	Release management
	Practice considerations
	Service catalogue management
	Practice considerations
	Service configuration management
	Practice considerations
	Service continuity management
	Practice considerations
	Service design
	Design thinking
	Practice considerations
	The service desk
	Practice considerations
	Service level management
	Practice considerations
	Service request management
	Practice considerations
	Service validation and testing
	Practice considerations
Chapter 14: Technical management practices
	Deployment management
	Practice considerations
	Infrastructure and platform management
	Practice considerations
	Software development and management
	Practice considerations
Chapter 15: Service management training and qualifications
	The ITIL qualification scheme
Chapter 16: Multiple-choice exam strategies
	The ITIL Foundation certificate
	Sample exams
	Approaching multiple-choice exams
Bibliography
Further reading