ITIL® Foundation by Author -- Read -- Imperial Library of Trantor

Index

1.1: IT service management in the modern world 1.2: About ITIL 4 1.3: The structure and benefits of the ITIL 4 framework

1.3.1: The ITIL SVS 1.3.2: The four dimensions model

2. Key concepts of service management

2.1: Value and value co-creation

2.1.1: Value co-creation

2.2: Organizations, service providers, service consumers, and other stakeholders

2.2.1: Service providers 2.2.2: Service consumers 2.2.3: Other stakeholders

2.3: Products and services

2.3.1: Configuring resources for value creation 2.3.2: Service offerings

2.4: Service relationships

2.4.1: The service relationship model

2.5: Value: outcomes, costs, and risks

2.5.1: Outcomes 2.5.2: Costs 2.5.3: Risks 2.5.4: Utility and warranty

2.6: Summary

3. The four dimensions of service management

3.1: Organizations and people 3.2: Information and technology 3.3: Partners and suppliers 3.4: Value streams and processes

3.4.1: Value streams for service management 3.4.2: Processes

3.5: External factors 3.6: Summary

4. The ITIL service value system

4.1: Service value system overview 4.2: Opportunity, demand, and value 4.3: The ITIL guiding principles

4.3.1: Focus on value 4.3.2: Start where you are 4.3.3: Progress iteratively with feedback 4.3.4: Collaborate and promote visibility 4.3.5: Think and work holistically 4.3.6: Keep it simple and practical 4.3.7: Optimize and automate 4.3.8: Principle interaction

4.4: Governance

4.4.1: Governing bodies and governance 4.4.2: Governance in the SVS

4.5: Service value chain

4.5.1: Plan 4.5.2: Improve 4.5.3: Engage 4.5.4: Design and transition 4.5.5: Obtain/build 4.5.6: Deliver and support

4.6: Continual improvement

4.7: Practices 4.8: Summary

5. ITIL management practices

5.1: General management practices

5.1.1: Architecture management 5.1.2: Continual improvement 5.1.3: Information security management 5.1.4: Knowledge management 5.1.5: Measurement and reporting 5.1.6: Organizational change management 5.1.7: Portfolio management 5.1.8: Project management 5.1.9: Relationship management 5.1.10: Risk management 5.1.11: Service financial management 5.1.12: Strategy management 5.1.13: Supplier management 5.1.14: Workforce and talent management

5.2: Service management practices

5.2.1: Availability management 5.2.2: Business analysis 5.2.3: Capacity and performance management 5.2.4: Change control 5.2.5: Incident management 5.2.6: IT asset management 5.2.7: Monitoring and event management 5.2.8: Problem management 5.2.9: Release management 5.2.10: Service catalogue management 5.2.11: Service configuration management 5.2.12: Service continuity management 5.2.13: Service design 5.2.14: Service desk 5.2.15: Service level management 5.2.16: Service request management 5.2.17: Service validation and testing

5.3: Technical management practices

5.3.1: Deployment management 5.3.2: Infrastructure and platform management 5.3.3: Software development and management

End note: The ITIL story, one year on Appendix A: Examples of value streams Further research Glossary Acknowledgements Back Cover