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Full Description
ITIL is the leading best-practice framework for ITSM (IT service management) and is globally adopted in both the public and private sectors. The latest evolution of the framework - ITIL 4 - has been significantly updated and addresses new ITSM challenges, includes new technologies and incorporates new ways of working.
ITIL 4 has evolved to a value system-focused approach that can be integrated with other management practices and ways of working, such as Agile and DevOps. Its end-to-end digital operation model has been designed to help IT teams create, deliver and operate technical products and services that fit their organisation's wider business strategy.
ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners.
The book offers practical tips - based on the author's extensive experience - for applying service management in the real world, with symbols used throughout to highlight which content is related to the ITIL 4 Foundation syllabus and which is not.
Ideal for self-study candidates and training participants, ITIL 4 Essentials will prove a helpful companion to their studies and a practical aid for their professional development. Project managers, contractors or consultants with limited study time will also find it essential to their part-time education.
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.
A perfect companion before, during and after your ITIL exam - buy your copy today.
ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Contents
Chapter 1: Key concepts of service management
Chapter 2: Service management roles
Chapter 3: All about services
Chapter 4: Service relationships
Chapter 5: The four dimensions of service
management
Chapter 6: The Service Value System
Chapter 7: The SVS: Opportunity, demand, value
Chapter 8: The SVS: Guiding principles
Chapter 9: The SVS: Governance
Chapter 10: The SVS: The service value chain
Chapter 11: ITIL practices introduced
Chapter 12: General management practices
Chapter 13: Service management practices
Chapter 14: Technical management practices
Chapter 15: Service management training and qualifications
Chapter 16: Multiple-choice exam strategies
Bibliography
Further reading
