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Abstract:
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Intro -- Copyright Page -- Contents -- Welcome to ITIL 4 -- About this publication -- 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 -- 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 -- 4.6.1: Steps of the continual improvement model -- 4.6.2: Continual improvement and the guiding principles -- 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.
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