PREFACE

I’ve been involved with ITIL® and IT service management for more than 15 years. In that time, I’ve worked in operational and consulting roles, before setting up my own training and consulting organisations. I know from my professional and personal experience how satisfying it is when technology works, and how frustrating it can be when it doesn’t.

When writing this book, I noticed that, while there are many ITSM publications available, there is still little practical guidance for the new ITSM practitioner. There is a wide range of ‘exam pass’ guides, but these don’t add much value once your exam is complete.

This book contains everything you need to know to pass the ITIL 4 Foundation Certificate, but much more as well.

I’ve covered practices and concepts that are not addressed as part of the Foundation syllabus, and provided practical tips for applying service management. I’ve added to the theory by including practice considerations, based on my experiences.

As you proceed through the book, you can easily see which content is related to the ITIL 4 Foundation syllabus, and which isn’t.

Content related to the Foundation syllabus is highlighted with this symbol:

Content that is not part of the Foundation syllabus is highlighted with this symbol:

Unless stated otherwise, all quotations are from ITIL® Foundation, ITIL 4 edition.

I wish you every success in your ITIL Foundation exam and hope you will continue to use this book as you work with IT service management in your day-to-day role.

Claire Agutter

Director

ITSM Zone/Scopism