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

Author Claire Agutter

Release Date: 2020/04/01

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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. Practice considerations
    3. Putting continual improvement to work
    4. Architecture management
    5. Practice considerations
    6. Information security management
    7. Practice considerations
    8. Knowledge management
    9. Practice considerations
    10. Measurement and reporting
    11. Practice considerations
    12. Organisational change management
    13. Practice considerations
    14. Portfolio management
    15. Practice considerations
    16. Project management
    17. Practice considerations
    18. Relationship management
    19. Practice considerations
    20. Risk management
    21. Practice considerations
    22. Service financial management
    23. Practice considerations
    24. Strategy management
    25. Practice considerations
    26. Supplier management
    27. Service integration and management
    28. Practice considerations
    29. Workforce and talent management
    30. Practice considerations
21. Chapter 13: Service management practices
    1. Availability management
    2. Practice considerations
    3. Business analysis
    4. Process considerations
    5. Capacity and performance management
    6. Practice considerations
    7. Change enablement
    8. Practice considerations
    9. Incident management
    10. Practice considerations
    11. IT asset management
    12. Practice considerations
    13. Monitoring and event management
    14. Practice considerations
    15. Problem management
    16. Practice considerations
    17. Release management
    18. Practice considerations
    19. Service catalogue management
    20. Practice considerations
    21. Service configuration management
    22. Practice considerations
    23. Service continuity management
    24. Practice considerations
    25. Service design
    26. Design thinking
    27. Practice considerations
    28. The service desk
    29. Practice considerations
    30. Service level management
    31. Practice considerations
    32. Service request management
    33. Practice considerations
    34. Service validation and testing
    35. Practice considerations
22. Chapter 14: Technical management practices
    1. Deployment management
    2. Practice considerations
    3. Infrastructure and platform management
    4. Practice considerations
    5. Software development and management
    6. Practice considerations
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