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.
Introduction
Chapter 1: Key concepts of service management
Chapter 2: Service management roles
Chapter 3: All about services
Chapter 4: Service relationships
Chapter 5: Guiding principles
Chapter 6: The four dimensions of service management
Chapter 7: The Service Value System
Chapter 8: The Service Value Chain
Chapter 9: ITIL Practices
Chapter 10: Practices in depth
Chapter 11: The ITIL Foundation Exam
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.
To view all her publications, visit: https://www.itgovernancepublishing.co.uk/author/claire-agutter.
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