ITIL is the leading best-practice framework for ITSM (IT service management) and is globally adopted in both the public and private sectors. The latest evolution of the framework – ITIL 4 – has been significantly updated and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. ITIL 4 has evolved to a value system-focused approach that can be integrated with other management practices and ways of working, such as Agile and DevOps. Its end-to-end digital operation model has been designed to help IT teams create, deliver and operate technical products and services that fit their organisation’s wider business strategy. ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. The book offers practical tips – based on the author’s extensive experience – for applying service management in the real world, with symbols used throughout to highlight which content is related to the ITIL 4 Foundation syllabus and which is not. Ideal for self-study candidates and training participants, ITIL 4 Essentials will prove a helpful companion to their studies and a practical aid for their professional development. Project managers, contractors or consultants with limited study time will also find it essential to their part-time education. 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. A perfect companion before, during and after your ITIL exam – buy your copy today. ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

• Cover
• Title
• Copyright
• Foreword
• 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