ITIL® 4 Essentials

ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. This second edition has been updated to align w...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Agutter, Claire
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely : IT Governance Ltd, 2020.
Edición:2nd ed.
Temas:
ITIL (Information technology management standard) > Examinations > Study guides.
Information technology > Management > Examinations > Study guides.
Electronic data processing personnel > Certification > Study guides.
ITIL (Norme) > Examens > Guides de l'étudiant.
Technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Electronic data processing personnel > Certification.
Study guides.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover
  • Title
  • Copyright
  • 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

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