ITIL 4 essentials : your essential guide for the ITIL 4 Foundation exam and beyond

Description

Cover Title Copyright Preface About the Author Acknowledgements Contents Chapter 1: Key concepts of service management Why is service management important? Why use ITIL® for service management? A brief history of ITIL Why has ITIL been successful? Value Service management Service management as a professional practice Organisation Co-creation Chapter 2: Service management roles Some role considerations Service provider Stakeholder Service relationship Service consumer Using RACI models for role mapping 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: The four dimensions of service management Dimension 1: Organizations & people Dimension 2: Information & technology Dimension 3: Partners & suppliers Dimension 4: Value streams & processes Chapter 6: The Service Value System Chapter 7: The SVS: Opportunity, demand, value Chapter 8: The SVS: 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: Optimize and automate The benefits of automation Getting ready to automate Service management automation Chapter 9: The SVS: Governance Chapter 10: The SVS: The service value chain Activity: Plan Activity: Improve Activity: Engage Activity: Design & transition Activity: Obtain/build Activity: Deliver & support Chapter 11: ITIL practices introduced From processes to practices Process models Chapter 12: General management practices Continual improvement Practice considerations Putting continual improvement to work Architecture management Practice considerations Information security management Practice considerations Knowledge management Practice considerations Measurement and reporting Practice considerations Organisational change management Practice considerations Portfolio management Practice considerations Project management Practice considerations Relationship management Practice considerations Risk management Practice considerations Service financial management Practice considerations Strategy management Practice considerations Supplier management Service integration and management Practice considerations Workforce and talent management Practice considerations Chapter 13: Service management practices Availability management Practice considerations Business analysis Process considerations Capacity and performance management Practice considerations Change enablement Practice considerations Incident management Practice considerations IT asset management Practice considerations Monitoring and event management Practice considerations Problem management Practice considerations Release management Practice considerations Service catalogue management Practice considerations Service configuration management Practice considerations Service continuity management Practice considerations Service design Design thinking Practice considerations The service desk Practice considerations Service level management Practice considerations Service request management Practice considerations Service validation and testing Practice considerations Chapter 14: Technical management practices Deployment management Practice considerations Infrastructure and platform management Practice considerations Software development and management Practice considerations Chapter 15: Service management training and qualifications The ITIL qualification scheme Chapter 16: Multiple-choice exam strategies The ITIL Foundation certificate Sample exams Approaching multiple-choice exams Bibliography Further reading