ITIL Foundation Essentials ITIL 4 Edition - The ultimate revision guide, second edition

Author Claire Agutter

Release Date: 2020/04/01

Topic:

19
Chapters

0-1
Hours read

0k
Total Words

    Start Reading Now    
       Add to Wishlist       
View table of contents

Table of Contents

1. Cover
2. Title
3. Copyright
4. About the Author
5. Contents
6. Introduction
7. Chapter 1: Key concepts of service management
   1. Value
   2. Service management
   3. Organisation
   4. Co-creation
8. Chapter 2: Service management roles
   1. Service provider
   2. Stakeholder
   3. Service relationship
   4. Service consumer
9. Chapter 3: All about services
   1. Products and services
   2. Outputs and outcomes
   3. Cost and risk
   4. Utility and warranty
10. Chapter 4: Service relationships
    1. Service offerings
    2. Service relationships
    3. The service relationship model
11. Chapter 5: 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: Optimise and automate
12. Chapter 6: The four dimensions of service management
    1. Dimension 1: Organisations and people
    2. Dimension 2: Information and technology
    3. Dimension 3: Partners and suppliers
    4. Dimension 4: Value streams and processes
13. Chapter 7: The Service Value System
14. Chapter 8: The Service Value Chain
    1. Activity: Plan
    2. Activity: Improve
    3. Activity: Engage
    4. Activity: Design and transition
    5. Activity: Obtain/build
    6. Activity: Deliver and support
15. Chapter 9: ITIL Practices
    1. Practice purposes and key terms
16. Chapter 10: Practices in depth
    1. Continual improvement
    2. Change enablement
    3. Incident management
    4. Service request management
    5. The service desk
    6. Problem management
    7. Service level management
17. Chapter 11: The ITIL Foundation Exam
18. Further reading