ITIL® 4 Essentials: Your essential guide for the ITIL 4 Foundation exam and beyond

Author Claire Agutter

Release Date: 2019/08/01

ISBN: 9781787781603

Topic:

• System Administration

27
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Table of Contents

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