ITIL 4 Foundation Revision Guide

ITIL® 4 Foundation Revision Guide
	Contents
	Foreword
	Acknowledgements
	About this guide
	1 Introduction
		1.1 IT service management in the modern world
		1.2 ITIL 4
		1.3 Structure and benefits of ITIL 4
			1.3.1 The ITIL SVS
			1.3.2 The four dimensions model
	2 Key concepts of service management
		2.1 Key definitions
			Table 2.1 Key definitions for service management
		2.2 Creating value with services
			Table 2.2 Key concepts for creating value with services
			Figure 2.1 Achieving value: outcomes, costs, and risks
		2.3 Service relationships
			Table 2.3 Key concepts for service relationships
	3 The ITIL guiding principles
		3.1 The nature of the guiding principles
			Figure 3.1 The ITIL guiding principles
		3.2 Use of guiding principles
			3.2.1 Focus on value
			3.2.2 Start where you are
			3.2.3 Progress iteratively with feedback
			3.2.4 Collaborate and promote visibility
			3.2.5 Think and work holistically
			3.2.6 Keep it simple and practical
			3.2.7 Optimize and automate
	4 The four dimensions of service management
		4.1 Organizations and people
			Figure 4.1 The four dimensions of service management
		4.2 Information and technology
		4.3 Partners and suppliers
		4.4 Value streams and processes
		4.5 External factors
	5 The ITIL service value system
		5.1 Purpose
		5.2 Overview of the SVS
			Figure 5.1 The ITIL service value system
	6 Service value chain
		6.1 Purpose
		6.2 Overview of the service value chain
			Figure 6.1 The ITIL service value chain
			6.2.1 Plan
			Table 6.1 Key inputs and outputs for the plan activity
			6.2.2 Improve
			Table 6.2 Key inputs and outputs for the improve activity
			6.2.3 Engage
			Table 6.3 Key inputs and outputs for the engage activity
			6.2.4 Design and transition
			Table 6.4 Key inputs and outputs for the design and transition activity
			6.2.5 Obtain/build
			Table 6.5 Key inputs and outputs for the obtain/build activity
			6.2.6 Deliver and support
			Table 6.6 Key inputs and outputs for the deliver and support activity
	7 ITIL management practices
		7.1 Purpose statements
			Table 7.1 The ITIL management practices
			Table 7.2 Purpose statements for the key ITIL management practices
		7.2 Definition of terms
			Table 7.3 Definition of terms for the ITIL management practices
		7.3 Understanding the ITIL management practices
			7.3.1 Continual improvement
			Figure 7.1 The continual improvement model
			Table 7.4 Key ITIL guiding principles in continual improvement
			7.3.2 Change enablement
			Table 7.5 Key ITIL guiding principles in change enablement
			7.3.3 Incident management
			Table 7.6 Key ITIL guiding principles in incident management
			7.3.4 Problem management
			Figure 7.2 The phases of problem management
			Table 7.7 Key ITIL guiding principles in problem management
			7.3.5 Service request management
			Table 7.8 Key ITIL guiding principles in service request management
			7.3.6 Service desk
			Table 7.9 Key ITIL guiding principles for the service desk
			7.3.7 Service level management
			Table 7.10 Key ITIL guiding principles in service level management
	8 Taking the Foundation examination
		8.1 Purpose of the ITIL 4 Foundation examination
		8.2 Examination overview
		8.3 Question types
			8.3.1 Standard questions
			8.3.2 Negative questions
			8.3.3 Missing word questions
			8.3.4 List questions
		8.4 Examination modalities
			8.4.1 Sample papers
			8.4.2 Tips for taking the examination
	9 The ITIL 4 certification scheme
		9.1 ITIL Foundation
			Figure 9.1 The ITIL certification scheme
		9.2 ITIL Managing Professional stream
			9.2.1 ITIL Specialist – Create, Deliver and Support
			9.2.2 ITIL Specialist – Drive Stakeholder Value
			9.2.3 ITIL Specialist – High Velocity IT
			9.2.4 ITIL Strategist – Direct, Plan and Improve
		9.3 ITIL Strategic Leader stream
			9.3.1 ITIL Strategist – Direct, Plan and Improve
			9.3.2 ITIL Leader – Digital and IT Strategy
		9.4 ITIL Master
		9.5 ITIL and the T-shaped individual
			Figure 9.2 A T-shaped skillset
			Figure 9.3 A T-shaped service manager
	10 ITIL 4 Foundation syllabus
		Table 10.1 Concepts that are tested in the ITIL Foundation examination
	Further information
	Index