ITIL 4 Essentials by Claire Agutter -- Read -- Imperial Library of Trantor

Index

Cover Title Copyright Foreword 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 Practice considerations Information security management Practice considerations Knowledge management Practice considerations Measurement and reporting Practice considerations Organisational change management Practice considerations Portfolio management Practice considerations Project management Practice considerations Relationship management Practice considerations Risk management Practice considerations Service financial management Practice considerations Strategy management Practice considerations Supplier management Service integration and management Practice considerations Workforce and talent management Practice considerations

Chapter 13: Service management practices

Availability management Practice considerations Business analysis Process considerations Capacity and performance management Practice considerations Change enablement Practice considerations Incident management Practice considerations IT asset management Practice considerations Monitoring and event management Practice considerations Problem management Practice considerations Release management Practice considerations Service catalogue management Practice considerations Service configuration management Practice considerations Service continuity management Practice considerations Service design Design thinking Practice considerations The service desk Practice considerations Service level management Practice considerations Service request management Practice considerations Service validation and testing Practice considerations

Chapter 14: Technical management practices

Deployment management Practice considerations Infrastructure and platform management Practice considerations Software development and management Practice considerations

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