ITIL Foundation.

Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Welcome to ITIL 4 -- About this publication -- Chapter 1: Introduction -- 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 -- Chapter 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 -- Chapter 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 -- Chapter 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 -- 4.6.1 Steps of the continual improvement model -- 4.6.2 Continual improvement and the guiding principles -- 4.7 Practices -- 4.8 Summary -- Chapter 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 enablement -- 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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.