ITIL® 4 - A Pocket Guide
Published on 30. April 2019
122 pages
978-94-018-0441-7 (ISBN)
Description
The ITIL pocket guides of Van Haren Publishing are since long recognized as the industry classic guide on the topic of ITIL, in many languages. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.
This pocket guide will provide readers with an understanding of the ITIL 4 service management framework, by:
understanding the key concepts of service management
understanding how the seven ITIL guiding principles can help an organization adopt and adapt service management
understanding the four dimensions of service management
understanding the purpose and components of the ITIL service value system
understanding the six activities of the service value chain, and how they interconnect
knowing the purpose and key terms of 15 of the 34 ITIL practices
understanding seven of these 15 ITIL practices in detail
All exam requirements for the ITIL 4 Foundation exam are covered in this pocket guide. It also provides support for everyone who has knowledge of previous ITIL editions and is looking for a bridge to the new edition. ITIL 4 took a big leap into the modern world of IT service management, covering the latest principles and practices in a customer-focused, service-centric way, enabling Agile principles for maximum support of any business.
More details
Other editions
Additional editions
Book
06/2019
Van Haren Publishing BV
€21.00
Shipment within 10-15 days
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
