Cover image for ITIL Foundation, ITIL 4 edition

ITIL Foundation, ITIL 4 edition

Author AXELOS
Release Date: 2019/02/01
Topic:
0%
18
Chapters
0-1
Hours read
0k
Total Words
    Start Reading Now    
       Add to Wishlist       
View table of contents

Book Description

The first step on the ITIL 4 pathway provides IT professionals with an understanding of the ITIL 4 framework and its practical application to the modern digital world while serving as expert reference guidance for solving day-to-day problems. It is fully aligned with the ITIL 4 Foundation exam and is ideal guidance for IT professionals who require an understanding of the ITIL 4 framework and how to apply it to the modern digital world.

Table of Contents

  1. Copyright Page
  2. Contents
  3. List of figures
  4. List of tables
  5. Welcome to ITIL 4
  6. About this publication
  7. Chapter 1: Introduction
    1. 1.1 IT service management in the modern world
    2. 1.2 About ITIL 4
    3. 1.3 The structure and benefits of the ITIL 4 framework
      1. 1.3.1 The ITIL SVS
      2. 1.3.2 The four dimensions model
  8. Chapter 2: Key concepts of service management
    1. 2.1 Value and value co-creation
      1. 2.1.1 Value co-creation
    2. 2.2 Organizations, service providers, service consumers, and other stakeholders
      1. 2.2.1 Service providers
      2. 2.2.2 Service consumers
      3. 2.2.3 Other stakeholders
    3. 2.3 Products and services
      1. 2.3.1 Configuring resources for value creation
      2. 2.3.2 Service offerings
    4. 2.4 Service relationships
      1. 2.4.1 The service relationship model
    5. 2.5 Value: outcomes, costs, and risks
      1. 2.5.1 Outcomes
      2. 2.5.2 Costs
      3. 2.5.3 Risks
      4. 2.5.4 Utility and warranty
    6. 2.6 Summary
  9. Chapter 3: The four dimensions of service management
    1. 3.1 Organizations and people
    2. 3.2 Information and technology
    3. 3.3 Partners and suppliers
    4. 3.4 Value streams and processes
      1. 3.4.1 Value streams for service management
      2. 3.4.2 Processes
    5. 3.5 External factors
    6. 3.6 Summary
  10. Chapter 4: The ITIL service value system
    1. 4.1 Service value system overview
    2. 4.2 Opportunity, demand, and value
    3. 4.3 The ITIL guiding principles
      1. 4.3.1 Focus on value
      2. 4.3.2 Start where you are
      3. 4.3.3 Progress iteratively with feedback
      4. 4.3.4 Collaborate and promote visibility
      5. 4.3.5 Think and work holistically
      6. 4.3.6 Keep it simple and practical
      7. 4.3.7 Optimize and automate
      8. 4.3.8 Principle interaction
    4. 4.4 Governance
      1. 4.4.1 Governing bodies and governance
      2. 4.4.2 Governance in the SVS
    5. 4.5 Service value chain
      1. 4.5.1 Plan
      2. 4.5.2 Improve
      3. 4.5.3 Engage
      4. 4.5.4 Design and transition
      5. 4.5.5 Obtain/build
      6. 4.5.6 Deliver and support
    6. 4.6 Continual improvement
      1. 4.6.1 Steps of the continual improvement model
      2. 4.6.2 Continual improvement and the guiding principles
    7. 4.7 Practices
    8. 4.8 Summary
  11. Chapter 5: ITIL management practices
    1. 5.1 General management practices
      1. 5.1.1 Architecture management
      2. 5.1.2 Continual improvement
      3. 5.1.3 Information security management
      4. 5.1.4 Knowledge management
      5. 5.1.5 Measurement and reporting
      6. 5.1.6 Organizational change management
      7. 5.1.7 Portfolio management
      8. 5.1.8 Project management
      9. 5.1.9 Relationship management
      10. 5.1.10 Risk management
      11. 5.1.11 Service financial management
      12. 5.1.12 Strategy management
      13. 5.1.13 Supplier management
      14. 5.1.14 Workforce and talent management
    2. 5.2 Service management practices
      1. 5.2.1 Availability management
      2. 5.2.2 Business analysis
      3. 5.2.3 Capacity and performance management
      4. 5.2.4 Change enablement
      5. 5.2.5 Incident management
      6. 5.2.6 IT asset management
      7. 5.2.7 Monitoring and event management
      8. 5.2.8 Problem management
      9. 5.2.9 Release management
      10. 5.2.10 Service catalogue management
      11. 5.2.11 Service configuration management
      12. 5.2.12 Service continuity management
      13. 5.2.13 Service design
      14. 5.2.14 Service desk
      15. 5.2.15 Service level management
      16. 5.2.16 Service request management
      17. 5.2.17 Service validation and testing
    3. 5.3 Technical management practices
      1. 5.3.1 Deployment management
      2. 5.3.2 Infrastructure and platform management
      3. 5.3.3 Software development and management
  12. End note: The ITIL story, one year on
  13. Appendix A: Examples of value streams
  14. Further research
  15. Glossary
  16. Acknowledgements
3.147.238.70