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Full Description
ITIL 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working.
ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts.
Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It:
Provides definitions of the key terms and concepts used in ITIL 4;
Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and
Explains the key figures and diagrams in the ITIL syllabus.
This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus, including:
Replacing 'change control' with 'change enablement' throughout;
The removal of 'IT' from the definition of a change; and
Updating definitions for customer, sponsor and user.
Start preparing for your ITIL Foundation exam - order your copy today.
ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Contents
Introduction
Chapter 1: Key concepts of service management
Chapter 2: Service management roles
Chapter 3: All about services
Chapter 4: Service relationships
Chapter 5: Guiding principles
Chapter 6: The four dimensions of service management
Chapter 7: The Service Value System
Chapter 8: The Service Value Chain
Chapter 9: ITIL Practices
Chapter 10: Practices in depth
Chapter 11: The ITIL Foundation Exam
Further reading
