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 organisations 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 authors 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.
Chapter 1: Key concepts of service management
Chapter 2: Service management roles
Chapter 3: All about services
Chapter 4: Service relationships
Chapter 5: The four dimensions of service
management
Chapter 6: The Service Value System
Chapter 7: The SVS: Opportunity, demand, value
Chapter 8: The SVS: Guiding principles
Chapter 9: The SVS: Governance
Chapter 10: The SVS: The service value chain
Chapter 11: ITIL practices introduced
Chapter 12: General management practices
Chapter 13: Service management practices
Chapter 14: Technical management practices
Chapter 15: Service management training and qualifications
Chapter 16: Multiple-choice exam strategies
Bibliography
Further reading
Claire Agutter is interested in anything that helps IT work better. She has more than two decades experience as a service management consultant, trainer, speaker and author. She is the founder of Scopism, an organisation which focuses on publications, events and consultancy linked to SIAM (Service Integration and Management). She recruited and led the team of volunteers that contributed to the SIAM Foundation and Professional Bodies of Knowledge publications and created the online SIAM community. From 2018-23, she was nominated by Computer Weekly as one of the most influential women in UK tech.
A long time IT Governance Publishing collaborator, Claire has written ITIL® study guides covering both ITIL® v3 and ITIL® 4, with her ITIL Foundation Essentials ITIL 4 Edition The ultimate revision guide rating 4.6 on Amazon.
