ITIL Foundation Essentials ITIL 4 Edition : the Ultimate Revision Guide /

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ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts. This second edition has been updated to align with amendment...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Agutter, Claire (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely, Cambridgeshire : IT Governance Publishing, 2020.
Edición:Second edition.
Temas:
IT infrastructure library > Examinations > Study guides.
IT infrastructure library.
Information technology > Management > Examinations > Study guides.
Information technology projects > Management > Examinations > Study guides.
Electronic data processing personnel > Certification.
Support services (Management) > Examinations > Study guides.
Technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Projets de technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Services de soutien (Gestion) > Examens > Guides de l'étudiant.
Examinations.
examination study guides.
Study guides.
Guides de l'étudiant.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover
  • Title
  • Copyright
  • About the Author
  • Contents
  • Introduction
  • Chapter 1: Key concepts of service management
  • Value
  • Service management
  • Organisation
  • Co-creation
  • Chapter 2: Service management roles
  • Service provider
  • Stakeholder
  • Service relationship
  • Service consumer
  • 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: 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: Optimise and automate
  • Chapter 6: The four dimensions of service management
  • Dimension 1: Organisations and people
  • Dimension 2: Information and technology
  • Dimension 3: Partners and suppliers
  • Dimension 4: Value streams and processes
  • Chapter 7: The Service Value System
  • Chapter 8: The Service Value Chain
  • Activity: Plan
  • Activity: Improve
  • Activity: Engage
  • Activity: Design and transition
  • Activity: Obtain/build
  • Activity: Deliver and support
  • Chapter 9: ITIL Practices
  • Practice purposes and key terms
  • Chapter 10: Practices in depth
  • Continual improvement
  • Change enablement
  • Incident management
  • Service request management
  • The service desk
  • Problem management
  • Service level management
  • Chapter 11: The ITIL Foundation Exam
  • Further reading

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