ITIL®4 · Direct, Plan and Improve by Limited, AXELOS -- Read -- Imperial Library of Trantor

Index

Copyright Page Contents List of figures List of tables Foreword Preface About the ITIL 4 publications About the ITIL story ITIL Foundation recap Chapter 1: Introduction

1.1 Why direction, planning, and improvement matter 1.2 Direction 1.3 Planning 1.4 Improvement 1.5 The role of measurement and reporting 1.6 Direction, planning, and improvement of the ITIL SVS 1.7 Applying the guiding principles 1.8 alue, outcomes, costs, and risks in direct, plan, and improve 1.9 Direction, planning, and improvement for everyone

Chapter 2: Strategy and direction

2.1 Strategy management 2.2 Defining the structures and methods used to direct behaviours and make decisions 2.3 The role of risk management in direction, planning, and improvement 2.4 Portfolio management: a key decision-making practice 2.5 Direction via governance, risk, and compliance 2.6 Summary

Chapter 3: Assessment and planning

3.1 Basics of assessment 3.2 Basics of planning 3.3 Introduction to value stream mapping 3.4 Summary

Chapter 4: Measurement and reporting

4.1 Basics of measurement and reporting 4.2 Types of measurements 4.3 Measurement and the four dimensions 4.4 Measurement of products and services 4.5 Summary

Chapter 5: Continual improvement

5.1 Creating a continual improvement culture 5.2 Continual improvement of the service value chain and practices 5.3 Continual improvement in organizations 5.4 The continual improvement model 5.5 Using measurement and reporting in continual improvement 5.6 Summary

Chapter 6: Communication and organizational change management

6.1 Basics of effective communication 6.2 Identifying and communicating with stakeholders 6.3 Basics of OCM 6.4 Summary

Chapter 7: Developing a service value system

7.1 Adopting the guiding principles 7.2 Centre of excellence for service management 7.3 The four dimensions of service management in the SVS 7.4 Summary

Chapter 8: Bringing it together

8.1 Modern leadership 8.2 Using the guiding principles for direction, planning, and improvement 8.3 Summary

Chapter 9: Conclusion The ITIL story End note: The ITIL story Further research Glossary Acknowledgements

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