The ITIL® 4 Essentials guide offers a comprehensive introduction to IT service management, focusing on ITIL® 4 practices and principles. Readers gain an understanding of the four dimensions of service management—organizations, people, information, technology, partners, and suppliers—which are key to delivering effective IT services.
The guide highlights ITIL® 4’s seven guiding principles, such as focusing on value, collaborating, and working holistically. These principles are essential for creating effective service management strategies. Readers will learn how to integrate these principles into their daily operations, leading to enhanced service delivery and better alignment with business goals. Additionally, the book explores the importance of the Service Value System (SVS) and the Service Value Chain, offering a detailed look at how these frameworks drive continuous improvement and value creation.
Lastly, the book covers essential ITIL® 4 practices like continual improvement, change management, and incident management. Each practice is explored in depth, providing practical guidance for implementation. The final chapters offer exam preparation tips, ensuring readers are ready for the ITIL Foundation exam, with sample questions and strategies for success.

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Spis treści

ITIL(R) 4 Essentials. Your essential guide for the ITIL® 4 Foundation exam and beyond eBook -- spis treści

• 1. Key concepts of service management
• 2. Service management roles
• 3. All about services
• 4. Service relationships
• 5. The four dimensions of service management
• 6. The Service Value System
• 7. The SVS: Opportunity, demand, value
• 8. The SVS: Guiding principles
• 9. The SVS: Governance
• 10. The SVS: The service value chain
• 11. ITIL® practices introduced
• 12. General management practices
• 13. Service management practices
• 14. Technical management practices
• 15. Service management training and qualifications
• 16. Multiple-choice exam strategies