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ITIL 4 essentials : your essential guide for the ITIL 4 Foundation exam and beyond / Claire Agutter.
- Format:
- Book
- Author/Creator:
- Agutter, Claire, author.
- Language:
- English
- Subjects (All):
- Information technology--Management--Examinations--Study guides.
- Information technology.
- Physical Description:
- 1 online resource (211 pages)
- Edition:
- Second edition.
- Place of Publication:
- Ely, Cambridgeshire, England : IT Governance Publishing, [2020]
- Summary:
- ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more.
- Contents:
- 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
- Information security management
- Knowledge management
- Measurement and reporting
- Organisational change management
- Portfolio management
- Project management
- Relationship management
- Risk management
- Service financial management
- Strategy management
- Supplier management
- Service integration and management
- Workforce and talent management
- Chapter 13: Service management practices
- Availability management
- Business analysis
- Process considerations
- Capacity and performance management
- Change enablement
- Incident management
- IT asset management
- Monitoring and event management
- Problem management
- Release management
- Service catalogue management
- Service configuration management
- Service continuity management
- Service design
- Design thinking
- The service desk
- Service level management
- Service request management.
- Practice considerations
- Service validation and testing
- Chapter 14: Technical management practices
- Deployment management
- Infrastructure and platform management
- Software development and management
- 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.
- Notes:
- Description based on print version record.
- Description based on publisher supplied metadata and other sources.
- ISBN:
- 1-78778-219-0
- OCLC:
- 1153077306
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