
ITIL® 4 - A Pocket Guide
Description
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Content
- Intro
- Title
- Colophon
- Table of Content
- The itil story
- 1 Introduction
- 1.1 The ITIL 4 framework
- 1.1.1 The ITIL service value system (SVS)
- 1.1.2 The four dimensions model
- 2 Key concepts of service management
- 2.1 Value co-creation
- 2.2 Stakeholders
- 2.2.1 Service providers
- 2.2.2 Service consumers
- 2.2.3 Other stakeholders
- 2.3 Products and services
- 2.3.1 Service offerings
- 2.4 Service relationships
- 2.4.1 The service relationship model
- 2.5 Value
- 2.5.1 Outcomes
- 2.5.2 Costs
- 2.5.3 Risks
- 2.5.4 Utility and warranty
- 3 The four dimensions of service management
- 3.1 Organizations and people
- 3.2 Information and technology
- 3.3 Partners and suppliers
- 3.4 Value streams and processes
- 3.5 External factors
- 4 The itil service value system
- 4.1 Service value system overview
- 4.2 Opportunity and demand
- 4.3 The ITIL guiding principles
- 4.4 Governance
- 4.5 Service value chain
- 4.5.1 Plan
- 4.5.2 Improve
- 4.5.3 Engage
- 4.5.4 Design and transition
- 4.5.5 Obtain/build
- 4.5.6 Deliver and support
- 4.6 Value streams and the service value chain
- 4.7 Continual improvement
- 4.8 Practices
- 5 Itil management practices
- 5.1 General management practices
- 5.1.1 Architecture management
- 5.1.2 Continual improvement
- 5.1.3 Information security management
- 5.1.4 Knowledge management
- 5.1.5 Measurement and reporting
- 5.1.6 Organizational change management
- 5.1.7 Portfolio management
- 5.1.8 Project management
- 5.1.9 Relationship management
- 5.1.10 Risk management
- 5.1.11 Service financial management
- 5.1.12 Strategy management
- 5.1.13 Supplier management
- 5.1.14 Workforce and talent management
- 5.2 Service management practices
- 5.2.1 Availability management
- 5.2.2 Business analysis
- 5.2.3 Capacity and performance management
- 5.2.4 Change enablement
- 5.2.5 Incident management
- 5.2.6 IT asset management
- 5.2.7 Monitoring and event management
- 5.2.8 Problem management
- 5.2.9 Release management
- 5.2.10 Service catalogue management
- 5.2.11 Service configuration management
- 5.2.12 Service continuity management
- 5.2.13 Service design
- 5.2.14 Service desk
- 5.2.15 Service level management
- 5.2.16 Service request management
- 5.2.17 Service validation and testing
- 5.3 Technical management practices
- 5.3.1 Deployment management
- 5.3.2 Infrastructure and platform management
- 5.3.3 Software development and management
- 5.4 Relationships between practices and service value chain activities
- 6 The itil 4 foundation exam
- 6.1 Purpose
- 6.2 Conditions
- 6.3 Question types
- 6.4 Scoring
- 6.5 Preparation
- 6.6 Qualification scheme
- 7 Differences with previous itil versions
- 7.1 Changes to the list of processes/practices
- 8 Glossary
- Acronyms
- References
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