This book offers a detailed introduction to IT service management and the ITIL 4 framework by covering key concepts such as value, service management, and co-creation, providing a solid foundation for understanding ITIL. Readers are introduced to the four dimensions of service management and how they apply to organizational success. The book also explores the various roles involved in service management, from service providers to consumers, and the essential relationships that drive value.
The book further explains ITIL’s guiding principles, such as focusing on value, thinking and working holistically, and simplifying processes. These principles form the core of ITIL 4’s approach, emphasizing flexibility, iterative progress, and stakeholder collaboration. With practical examples and clear explanations, readers will learn how to integrate these principles into their service management practices.
Lastly, the book dives deep into the Service Value System and Service Value Chain, detailing how each component contributes to delivering business value. It also explores essential ITIL practices, such as continual improvement and incident management. The final sections provide valuable exam preparation tips to ensure readers are well-equipped to pass the ITIL Foundation exam with confidence.

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Spis treści

ITIL(R) Foundation Essentials ITIL(R) 4 Edition. The ultimate revision guide eBook -- spis treści

• 1. Key concepts of service management
• 2. Service management roles
• 3. All about services
• 4. Service relationships
• 5. Guiding principles
• 6. The four dimensions of service management
• 7. The Service Value System
• 8. The Service Value Chain
• 9. ITIL® Practices
• 10. Practices in depth
• 11. The ITIL® Foundation Exam