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by Claire Agutter
ITIL Foundation Essentials ITIL 4 Edition - The ultimate revision guide, second edition
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Title
Copyright
About the Author
Contents
Introduction
Chapter 1: Key concepts of service management
Value
Service management
Organisation
Co-creation
Chapter 2: Service management roles
Service provider
Stakeholder
Service relationship
Service consumer
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: 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: Optimise and automate
Chapter 6: The four dimensions of service management
Dimension 1: Organisations and people
Dimension 2: Information and technology
Dimension 3: Partners and suppliers
Dimension 4: Value streams and processes
Chapter 7: The Service Value System
Chapter 8: The Service Value Chain
Activity: Plan
Activity: Improve
Activity: Engage
Activity: Design and transition
Activity: Obtain/build
Activity: Deliver and support
Chapter 9: ITIL Practices
Practice purposes and key terms
Chapter 10: Practices in depth
Continual improvement
Change enablement
Incident management
Service request management
The service desk
Problem management
Service level management
Chapter 11: The ITIL Foundation Exam
Further reading
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ITIL® Foundation Essentials ITIL 4 Edition
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Copyright
ITIL® Foundation Essentials ITIL 4 Edition
The ultimate revision guide
Second edition
CLAIRE AGUTTER
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