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- Herausgeber: Packt Publishing
- Kategorie: Fachliteratur
- Sprache: Englisch
This book offers a detailed introduction to IT service management and the ITIL® 4 framework by covering key concepts such as value, service management, and co-creation, providing a solid foundation for understanding ITIL®. Readers are introduced to the four dimensions of service management and how they apply to organizational success. The book also explores the various roles involved in service management, from service providers to consumers, and the essential relationships that drive value.
The book further explains ITIL®’s guiding principles, such as focusing on value, thinking and working holistically, and simplifying processes. These principles form the core of ITIL® 4’s approach, emphasizing flexibility, iterative progress, and stakeholder collaboration. With practical examples and clear explanations, readers will learn how to integrate these principles into their service management practices.
Lastly, the book dives deep into the Service Value System and Service Value Chain, detailing how each component contributes to delivering business value. It also explores essential ITIL® practices, such as continual improvement and incident management. The final sections provide valuable exam preparation tips to ensure readers are well-equipped to pass the ITIL® Foundation exam with confidence.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 49
Veröffentlichungsjahr: 2025
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ITIL® Foundation Essentials ITIL 4 Edition
The ultimate revision guide
Second edition
ITIL® Foundation Essentials ITIL 4 Edition
The ultimate revision guide
Second edition
CLAIRE AGUTTER
Every possible effort has been made to ensure that the information contained in this book is accurate at the time of going to press, and the publisher and the author cannot accept responsibility for any errors or omissions, however caused. Any opinions expressed in this book are those of the author, not the publisher. Websites identified are for reference only, not endorsement, and any website visits are at the reader’s own risk. No responsibility for loss or damage occasioned to any person acting, or refraining from action, as a result of the material in this publication can be accepted by the publisher or the author.
ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form, or by any means, with the prior permission in writing of the publisher or, in the case of reprographic reproduction, in accordance with the terms of licences issued by the Copyright Licensing Agency. Enquiries concerning reproduction outside those terms should be sent to the publisher at the following address:
IT Governance Publishing Ltd
Unit 3, Clive Court
Bartholomew’s Walk
Cambridgeshire Business Park
Ely, Cambridgeshire
CB7 4EA
United Kingdom
www.itgovernancepublishing.co.uk
© Claire Agutter 2012, 2019, 2020.
The author has asserted the rights of the author under the Copyright, Designs and Patents Act, 1988, to be identified as the author of this work.
Formerly published as ITIL® Foundation Essentials – The exam facts you need in 2012 by IT Governance Publishing.
First edition published in the United Kingdom in 2019 by IT Governance Publishing
ISBN 978-1-78778-119-1
Second edition published in the United Kingdom in 2020 by IT Governance Publishing
ISBN 978-1-78778-215-0
ABOUT THE AUTHOR
Claire Agutter is a service management trainer, consultant and author. In 2017 and 2018 she was recognised as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK’s 2017 Thought Leadership Award. Claire is the host of the popular ITSM Crowd hangouts, and chief architect for VeriSM. Claire is the director of ITSM Zone, which provides online IT service management training, and Scopism, a content and consulting organisation.
After providing training to thousands of successful Foundation delegates, she has condensed the ITIL 4 key concepts necessary to pass the Foundation exam into this guide.
For more information, please see:
•https://itsm.zone;
•www.scopism.com; and
•Contact: www.linkedin.com/in/claireagutter/.
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
INTRODUCTION
Welcome to this book. This guide distils the key facts that you need to prepare for a successful ITIL® 4 Foundation exam.
This guide is an ideal revision aid for anyone preparing for their ITIL 4 Foundation exam and is fully aligned with the latest syllabus.
Unless stated otherwise, all quotations are from ITIL® Foundation, ITIL 4 edition.
CHAPTER 1: KEY CONCEPTS OF SERVICE MANAGEMENT
This chapter includes:
•Definition of value
•Definition of service management
•Definition of organisation
•How value is co-created
•How organisations collaborate with consumers and suppliers to co-create value
Value
Products and services need to add value to consumers to be successful. Value is “the perceived benefits, usefulness and importance of something.”
Service management
Service management is “a set of specialized organizational capabilities for enabling value for customers in the form of services.”
An organisation can only develop these specialised organisational capabilities when it understands:
•The nature of value
•The nature and scope of the stakeholders involved
•How value creation is enabled through services
Organisation
Organisations facilitate value creation. “An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.”
An organisation could be:
•A single person
•A team (within a larger organisation)
•A legal entity (a company, or a charity)
•A government department or public sector body
•A collection of legal entities and teams
Historically, some organisations did not listen to their customers. They saw their relationship with customers as being:
•One-directional
•Distant
•Without feedback
In fact, value is the outcome of a bi-directional relationship. Value is co-created.
Co-creation
Co-creation focuses on customer experience and interactive relationships. It encourages active customer involvement. Organisations need to collaborate with their consumers as well as the suppliers that help them offer valuable services. Each product and service is part of a web of service relationships. Most organisations act as a
