ITIL 4 Foundation Revision Guide

Description

The ITIL 4 Foundation Revision Guide, written by experts and endorsed by itSMF UK, compliments the core content in the ITIL 4 Foundation Manual and enables candidates to focus on the areas that will be examined, understand the best ways to approach the questions, as well as provide exam hints and support to maximise ITIL 4 Foundation success. ITIL® 4 Foundation Revision Guide Contents Foreword Acknowledgements About this guide 1 Introduction 1.1 IT service management in the modern world 1.2 ITIL 4 1.3 Structure and benefits of ITIL 4 1.3.1 The ITIL SVS 1.3.2 The four dimensions model 2 Key concepts of service management 2.1 Key definitions Table 2.1 Key definitions for service management 2.2 Creating value with services Table 2.2 Key concepts for creating value with services Figure 2.1 Achieving value: outcomes, costs, and risks 2.3 Service relationships Table 2.3 Key concepts for service relationships 3 The ITIL guiding principles 3.1 The nature of the guiding principles Figure 3.1 The ITIL guiding principles 3.2 Use of guiding principles 3.2.1 Focus on value 3.2.2 Start where you are 3.2.3 Progress iteratively with feedback 3.2.4 Collaborate and promote visibility 3.2.5 Think and work holistically 3.2.6 Keep it simple and practical 3.2.7 Optimize and automate 4 The four dimensions of service management 4.1 Organizations and people Figure 4.1 The four dimensions of service management 4.2 Information and technology 4.3 Partners and suppliers 4.4 Value streams and processes 4.5 External factors 5 The ITIL service value system 5.1 Purpose 5.2 Overview of the SVS Figure 5.1 The ITIL service value system 6 Service value chain 6.1 Purpose 6.2 Overview of the service value chain Figure 6.1 The ITIL service value chain 6.2.1 Plan Table 6.1 Key inputs and outputs for the plan activity 6.2.2 Improve Table 6.2 Key inputs and outputs for the improve activity 6.2.3 Engage Table 6.3 Key inputs and outputs for the engage activity 6.2.4 Design and transition Table 6.4 Key inputs and outputs for the design and transition activity 6.2.5 Obtain/build Table 6.5 Key inputs and outputs for the obtain/build activity 6.2.6 Deliver and support Table 6.6 Key inputs and outputs for the deliver and support activity 7 ITIL management practices 7.1 Purpose statements Table 7.1 The ITIL management practices Table 7.2 Purpose statements for the key ITIL management practices 7.2 Definition of terms Table 7.3 Definition of terms for the ITIL management practices 7.3 Understanding the ITIL management practices 7.3.1 Continual improvement Figure 7.1 The continual improvement model Table 7.4 Key ITIL guiding principles in continual improvement 7.3.2 Change enablement Table 7.5 Key ITIL guiding principles in change enablement 7.3.3 Incident management Table 7.6 Key ITIL guiding principles in incident management 7.3.4 Problem management Figure 7.2 The phases of problem management Table 7.7 Key ITIL guiding principles in problem management 7.3.5 Service request management Table 7.8 Key ITIL guiding principles in service request management 7.3.6 Service desk Table 7.9 Key ITIL guiding principles for the service desk 7.3.7 Service level management Table 7.10 Key ITIL guiding principles in service level management 8 Taking the Foundation examination 8.1 Purpose of the ITIL 4 Foundation examination 8.2 Examination overview 8.3 Question types 8.3.1 Standard questions 8.3.2 Negative questions 8.3.3 Missing word questions 8.3.4 List questions 8.4 Examination modalities 8.4.1 Sample papers 8.4.2 Tips for taking the examination 9 The ITIL 4 certification scheme 9.1 ITIL Foundation Figure 9.1 The ITIL certification scheme 9.2 ITIL Managing Professional stream 9.2.1 ITIL Specialist – Create, Deliver and Support 9.2.2 ITIL Specialist – Drive Stakeholder Value 9.2.3 ITIL Specialist – High Velocity IT 9.2.4 ITIL Strategist – Direct, Plan and Improve 9.3 ITIL Strategic Leader stream 9.3.1 ITIL Strategist – Direct, Plan and Improve 9.3.2 ITIL Leader – Digital and IT Strategy 9.4 ITIL Master 9.5 ITIL and the T-shaped individual Figure 9.2 A T-shaped skillset Figure 9.3 A T-shaped service manager 10 ITIL 4 Foundation syllabus Table 10.1 Concepts that are tested in the ITIL Foundation examination Further information Index