ITIL 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts.  Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It: Provides definitions of the key terms and concepts used in ITIL 4; Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and Explains the key figures and diagrams in the ITIL syllabus. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus, including: Replacing ‘change control’ with ‘change enablement’ throughout; The removal of ‘IT’ from the definition of a change; and Updating definitions for customer, sponsor and user. Start preparing for your ITIL Foundation exam – order your copy today. ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

• Cover
• Title
• Copyright
• About the Author
• Contents
• Introduction
• Chapter 1: Key concepts of service management
  • Value
  • Service management
  • Organisation
  • Co-creation
• Chapter 2: Service management roles
  • Service provider
  • Stakeholder
  • Service relationship
  • Service consumer
• 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: 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: Optimise and automate
• Chapter 6: The four dimensions of service management
  • Dimension 1: Organisations and people
  • Dimension 2: Information and technology
  • Dimension 3: Partners and suppliers
  • Dimension 4: Value streams and processes
• Chapter 7: The Service Value System
• Chapter 8: The Service Value Chain
  • Activity: Plan
  • Activity: Improve
  • Activity: Engage
  • Activity: Design and transition
  • Activity: Obtain/build
  • Activity: Deliver and support
• Chapter 9: ITIL Practices
  • Practice purposes and key terms
• Chapter 10: Practices in depth
  • Continual improvement
  • Change enablement
  • Incident management
  • Service request management
  • The service desk
  • Problem management
  • Service level management
• Chapter 11: The ITIL Foundation Exam
• Further reading