Acknowledgements
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
- Chapter 2: Service management roles
- Chapter 3: All about services
- Chapter 4: Service relationships
- Chapter 5: The four dimensions of service management
- 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
- Chapter 11: ITIL practices introduced
- 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
- Chapter 15: Service management training and qualifications
- Chapter 16: Multiple-choice exam strategies
- Bibliography
- Further reading
ACKNOWLEDGEMENTS
I would like to thank Anna Leyland; managing consultant at Sopra Steria UK Limited and Sanjay Nair; helpdesk manager at his current workplace, for their time and helpful comments during the development of this book.
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