ITIL® Foundation Essentials – ITIL 4 Edition - The ultimate revision guide

Table of contents

1. Cover
2. Title
3. Copyright
4. About the Author
5. Contents
6. Introduction
7. Chapter 1: Key concepts of service management
   1. Value
   2. Service management
   3. Organisation
   4. Co-creation
8. Chapter 2: Service management roles
   1. Service provider
   2. Stakeholder
   3. Service relationship
   4. Service consumer
9. Chapter 3: All about services
   1. Products and services
   2. Outputs and outcomes
   3. Cost and risk
   4. Utility and warranty
10. Chapter 4: Service relationships
    1. Service offerings
    2. Service relationships
    3. The service relationship model
11. Chapter 5: Guiding principles
    1. Guiding principle 1: Focus on value
    2. Guiding principle 2: Start where you are
    3. Guiding principle 3: Progress iteratively with feedback
    4. Guiding principle 4: Collaborate and promote visibility
    5. Guiding principle 5: Think and work holistically
    6. Guiding principle 6: Keep it simple and practical
    7. Guiding principle 7: Optimise and automate
12. Chapter 6: The four dimensions of service management
    1. Dimension 1: Organisations and people
    2. Dimension 2: Information and technology
    3. Dimension 3: Partners and suppliers
    4. Dimension 4: Value streams and processes
13. Chapter 7: The Service Value System
14. Chapter 8: The Service Value Chain
    1. Activity: Plan
    2. Activity: Improve
    3. Activity: Engage
    4. Activity: Design and transition
    5. Activity: Obtain/build
    6. Activity: Deliver and support
15. Chapter 9: ITIL Practices
    1. Practice purposes and key terms
16. Chapter 10: Practices in depth
    1. Continual improvement
    2. Change control
    3. Incident management
    4. Service request management
    5. The service desk
    6. Problem management
    7. Service level management
17. Chapter 11: The ITIL Foundation Exam
18. Further reading