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