FOREWORD

Congratulations! You are now in possession of a book that will prove to be of great value to IT professionals at different stages in their IT service management journey: from the ITIL® greenhorns to the veterans looking to solidify their status.

ITIL 4 Essentials has been written with a delightfully refreshing approach, one that combines theoretical knowledge with practical know-how, arising from the author’s real-world experience. The author has also painstakingly marked out sections that are specific to the ITIL 4 Foundation certification exam as an easy reference for those who intend to attempt it.

Large volumes of theory can often be exhausting and at times uninteresting. One of the standout features in ITIL 4 Essentials is how the author overcomes this by encouraging active participation from the reader through the ‘Have a go’ exercises wherever appropriate. The ‘Practice considerations’ that have been documented add tremendous value to anyone looking to implement various aspects of ITIL 4, as the author shares her real-world concerns and constraints.

For those new to ITIL 4, the Service Value System has been covered extensively, with particular emphasis on ‘The 7 guiding principles’ and the ‘34 ITIL practices’.

This book is a must-have item on your desk for its simplicity in presentation, thoroughness in detail and pragmatism in approach.

Sanjay Nair