ITIL Foundation 4 edition

✍ Scribed by Axelos

• Publisher: Axelos
• Year: 2019
• Tongue: English
• Leaves: 260
• Series: ITIL
• Category: Library

✦ Synopsis

Manual for the Foundation exam of ITIL

✦ Table of Contents

Copyright Page......Page 3
Contents......Page 5
Welcome to ITIL 4......Page 8
About this publication......Page 10
1. Introduction......Page 12
1.2: About ITIL 4......Page 13
1.3.1: The ITIL SVS......Page 14
1.3.2: The four dimensions model......Page 15
2. Key concepts of service management......Page 17
2.1: Value and value co-creation......Page 19
2.1.1: Value co-creation......Page 20
2.2: Organizations, service providers, service consumers, and other stakeholders......Page 21
2.2.1: Service providers......Page 22
2.2.2: Service consumers......Page 23
2.2.3: Other stakeholders......Page 24
2.3.1: Configuring resources for value creation......Page 25
2.3.2: Service offerings......Page 26
2.4.1: The service relationship model......Page 28
2.5.1: Outcomes......Page 30
2.5.2: Costs......Page 32
2.5.3: Risks......Page 33
2.5.4: Utility and warranty......Page 34
2.6: Summary......Page 36
3. The four dimensions of service management......Page 37
3.1: Organizations and people......Page 40
3.2: Information and technology......Page 41
3.3: Partners and suppliers......Page 46
3.4: Value streams and processes......Page 48
3.4.1: Value streams for service management......Page 49
3.4.2: Processes......Page 50
3.6: Summary......Page 51
4. The ITIL service value system......Page 53
4.1: Service value system overview......Page 54
4.2: Opportunity, demand, and value......Page 57
4.3: The ITIL guiding principles......Page 58
4.3.1: Focus on value......Page 61
4.3.2: Start where you are......Page 65
4.3.3: Progress iteratively with feedback......Page 68
4.3.4: Collaborate and promote visibility......Page 70
4.3.5: Think and work holistically......Page 73
4.3.6: Keep it simple and practical......Page 75
4.3.7: Optimize and automate......Page 77
4.4.1: Governing bodies and governance......Page 80
4.4.2: Governance in the SVS......Page 81
4.5: Service value chain......Page 82
4.5.2: Improve......Page 87
4.5.3: Engage......Page 88
4.5.4: Design and transition......Page 89
4.5.5: Obtain/build......Page 90
4.5.6: Deliver and support......Page 91
4.6: Continual improvement......Page 92
4.6.1: Steps of the continual improvement model......Page 94
4.6.2: Continual improvement and the guiding principles......Page 101
4.8: Summary......Page 103
5. ITIL management practices......Page 104
5.1.1: Architecture management......Page 107
5.1.2: Continual improvement......Page 110
5.1.3: Information security management......Page 114
5.1.4: Knowledge management......Page 117
5.1.5: Measurement and reporting......Page 119
5.1.6: Organizational change management......Page 122
5.1.7: Portfolio management......Page 125
5.1.8: Project management......Page 128
5.1.9: Relationship management......Page 130
5.1.10: Risk management......Page 132
5.1.11: Service financial management......Page 135
5.1.12: Strategy management......Page 139
5.1.13: Supplier management......Page 142
5.1.14: Workforce and talent management......Page 147
5.2.1: Availability management......Page 150
5.2.2: Business analysis......Page 154
5.2.3: Capacity and performance management......Page 157
5.2.4: Change control......Page 159
5.2.5: Incident management......Page 163
5.2.6: IT asset management......Page 167
5.2.7: Monitoring and event management......Page 171
5.2.8: Problem management......Page 174
5.2.9: Release management......Page 179
5.2.10: Service catalogue management......Page 183
5.2.11: Service configuration management......Page 186
5.2.12: Service continuity management......Page 190
5.2.13: Service design......Page 193
5.2.14: Service desk......Page 199
5.2.15: Service level management......Page 202
5.2.16: Service request management......Page 207
5.2.17: Service validation and testing......Page 209
5.3.1: Deployment management......Page 212
5.3.2: Infrastructure and platform management......Page 215
5.3.3: Software development and management......Page 219
End note: The ITIL story, one year on......Page 222
Appendix A: Examples of value streams......Page 224
Further research......Page 230
Glossary......Page 233
Acknowledgements......Page 255
Back Cover......Page 260