ITIL is the leading best-practice framework for ITSM (IT service management) and is globally adopted in both the public and private sectors. The latest evolution of the framework - ITIL 4 - has been significantly updated and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. ITIL 4 has evolved to a value system-focused approach that can be integrated with other management practices and ways of working, such as Agile and DevOps. Its end-to-end digital operation model has been designed to help IT teams create, deliver and operate technical products and services that fit their organisation's wider business strategy. ITIL(R) 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. The book offers practical tips - based on the author's extensive experience - for applying service management in the real world, with symbols used throughout to highlight which content is related to the ITIL 4 Foundation syllabus and which is not. Ideal for self-study candidates and training participants, ITIL 4 Essentials will prove a helpful companion to their studies and a practical aid for their professional development. Project managers, contractors or consultants with limited study time will also find it essential to their part-time education. This second edition has been updated to align with amendments to the ITIL(R) 4 Foundation syllabus, including: Replacing 'change control' with 'change enablement' throughout; The removal of 'IT' from the definition of a change; and Updating definitions for customer, sponsor and user. A perfect companion before, during and after your ITIL exam - buy your copy today. ITIL(R) is a registered trademark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

ITIL 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. 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. You can use it in place of writing revision notes, giving you more time to focus on learning the information you need to pass the exam. Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It: -Provides definitions of the key terms and concepts used in ITIL 4; -Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and -Explains the key figures and diagrams in the ITIL syllabus. New for the ITIL 4 Edition: -Fully updated to reflect the changes introduced in ITIL 4. -New sections on the guiding principles of ITIL and the four dimensions of service management. -Updated overview of the ITIL Foundation exam.

ITIL(R) 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. ITIL(R) 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. Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It: Provides definitions of the key terms and concepts used in ITIL 4; Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and Explains the key figures and diagrams in the ITIL syllabus. This second edition has been updated to align with amendments to the ITIL(R) 4 Foundation syllabus, including: Replacing 'change control' with 'change enablement' throughout; The removal of 'IT' from the definition of a change; and Updating definitions for customer, sponsor and user. Start preparing for your ITIL Foundation exam - order your copy today. ITIL(R) is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

Now updated in line with the 2011 syllabus, this quick-reference revision guide has been designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. This handbook provides an introduction to the ITIL service lifecycle model and an overview of the ITIL qualification structure. It contains a chapter on each of the components of the lifecycle: service strategy, service design, service transition, service operation and continual service improvement.

ITIL(R) 4 Create, Deliver and SupportIf you've achieved your ITIL(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 Create, Deliver and Support (CDS) provides essential knowledge and capabilities for service management professionals, focusing on a value stream based approach to IT-enabled products and services - a must-have skillset practitioners should seek beyond Foundation level. The majority of this book is based on the official AXELOS ITIL(R) 4: Create, Deliver and Support publication and the associated Create, Deliver and Support Managing Professional syllabus. It provides students with the information they need to pass the Create, Deliver and Support exam, and help them become a successful practitioner. Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: Service value system key concepts and challenges; Using a shift-left approach; Planning and managing resources in the service value system; The use and value of technology across the service value system; ITIL practices and value streams for new services and user support; How to create, deliver and support services; and Exam preparation. A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam. The essential link between your ITIL qualification and the real world - buy this book today!

Now updated in line with the 2011 syllabus, this quick-reference revision guide has been designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. This handbook provides an introduction to the ITIL service lifecycle model and an overview of the ITIL qualification structure. It contains a chapter on each of the components of the lifecycle: service strategy, service design, service transition, service operation and continual service improvement.

ITIL(R) 4 Drive Stakeholder Value (DSV)If you've achieved your ITIL 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and deciding which qualification to work towards. ITIL 4 Drive Stakeholder Value provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services. DSV is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to build effective relationships across the SVS. An excellent supplement to any ITIL 4 Drive Stakeholder Value training courseITIL(R) 4 Drive Stakeholder Value (DSV) - Your companion to the ITIL 4 Managing Professional DSV certification is a study guide designed to help students pass the ITIL 4 Specialist: Drive Stakeholder Value exam. The majority of this book is based on the official AXELOS ITIL(R) 4: Drive Stakeholder Value publication and the associated ITIL 4 Specialist: Drive Stakeholder Value syllabus. It provides students with the information they need to pass the Drive Stakeholder Value exam, and help them become a successful practitioner. This book is suitable for ITIL v3 Experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: The customer journey; Fostering stakeholder relationships; How to: shape demand and define service offerings, and align expectations and agree service details; Onboarding and offboarding; Continual value co-creation; Realising and validating service value; and Exam preparation. A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book, which you can lean on once your training and exam are over. The book includes her own practical experience, to which she gives advice and points to think about along the way, so that you can refer back to this book for years to come - long after you've passed your exam. The essential link between your ITIL qualification and the real world - buy this book today!

ITIL(R) 4 High-velocity ITIf you've achieved your ITIL(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 High-velocity IT (HVIT) provides essential knowledge and capabilities for service management professionals, supporting those involved in the delivery of digital products and services and anyone working on digital transformation programs. High-velocity IT is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at professionals who are working in fast-paced environments, including adapting service management to work with Lean, Agile and DevOps. The majority of this book is based on the official AXELOS ITIL(R) 4: High-velocity IT publication and the associated High-velocity IT Managing Professional syllabus. It provides students with the information they need to pass the High-velocity IT exam, and help them become a successful practitioner. Suitable for existing ITIL v3 experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: Digital product lifecycle and the ITIL operating model; High-velocity key behaviours; Principles, models and concepts; Ensuring: valuable investments, fast development, resilient operations and assured conformance; and Exam preparation. A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam. The essential link between your ITIL qualification and the real world - buy this book today!

ITIL(R) 4 Direct, Plan and ImproveIf you've achieved your ITIL(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. DPI provides essential knowledge and capabilities for service management professionals, supporting those involved in directing or planning based on strategy and continual improvement - a must-have skillset practitioners should seek beyond Foundation level. DPI is the only one of the ITIL 4 advanced level courses that leads to both Managing Professional (MP) and Strategic Leader (SL) status. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills needed to improve themselves and their organisation by way of effective strategic direction and delivering continual improvement. An excellent supplement to any training courseITIL(R) 4 Direct, Plan and Improve (DPI) - Your companion to the ITIL 4 Managing Professional and Strategic Leader DPI certification is a study guide designed to help students pass the ITIL(R) 4 Direct, Plan and Improve module. The majority of this book is based on the AXELOS ITIL(R) 4: Direct, Plan and Improve publication and the associated DPI Strategist syllabus. It provides students with the information they need to pass the DPI exam, and help them become a successful practitioner. Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles, the book covers: Key concepts: Scope, key principles and methods; The role of governance, risk and compliance; Continual improvement; Organisational change management; Measurement and reporting; Value streams and practices; and Exam preparation. A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam. The essential link between your ITIL qualification and the real world - buy this book today!ITIL(R) is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

Taking you through the ITIL Foundation exam and beyond. ITIL is the best practice methodology for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. ITIL Lifecycle Essentials covers all of the vital material required for the entry-level ITIL Foundation Certificate, which gives candidates a comprehensive overview of the key elements, concepts and terminology used in the ITIL service lifecycle. The essential link between your ITIL qualification and the real-world. More than just a guide to help you pass an exam, this book also provides practical guidance for when newly qualified practitioners enter the real-world. By addressing processes and concepts not covered in the syllabus, this book guides practitioners as they go beyond Foundation level. It features practical tips on using service management, and for each process the author adds to the theory with lessons from her own real-world experience. ITIL Lifecycle Essentials is ideal for self-study candidates, training delegates and V2 Foundation Certificate holders who have not yet taken the upgraded exam. Project managers looking to broaden their qualifications will find it a helpful companion to their studies and a practical aid for their professional development. Contractors or consultants with limited study time will also find this book essential to their part-time education. A perfect companion before, during and after your ITIL education. Claire Agutter has held a number of operational, consulting and implementation roles, giving her real-world, practical experience of ITIL. Since 2007 she has been an ITIL principal lecturer and has been involved in exam panels for ITIL V2 and V3. She has also provided online ITIL training to hundreds of successful Foundation delegates.

Prepare for the ITIL Foundation exam ITIL is best practice for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. ITIL is not prescriptive, but rather it is a framework that organizations can adopt and adapt. The Foundation Certificate is the entry-level ITIL qualification that offers candidates a general awareness of the key elements, concepts, and terminology used in the ITIL service life cycle. The aforementioned elements, concepts, and terminology of ITIL have been condensed into this pocket guide to provide candidates with the essential facts they need in order to pass the ITIL Foundation exam. All you need to know to achieve ITIL Foundation Certification An official ITIL(R) Licensed product, ITIL(R) Foundation Essentials is a distillation of critical information-no waffle or padding; just exactly what you need to understand how to pass the ITIL Foundation exam. Written for self-study candidates, ITIL community training delegates, itSMF/BCS members, and V2 Foundation Certificate holders who have yet to take an upgraded exam, this pocket guide is fully aligned with the ITIL 2011 core volumes. Project managers who are looking to expand their qualifications and IT contractors or consultants who don't want to take time out from their day jobs to attend a course will also find this pocket guide an essential companion to their studies and education. The complete ITIL Foundation syllabus The essential companion for those studying the ITIL Foundation syllabus, the pocket guide covers key areas including: *A basic introduction to ITIL and a description of service classifications (core, enabling, enhancing) and an outline of internal and external services. *A point-by-point summary of the purpose, objectives, scope, and value of the five stages of the service life cycle that form the ITIL core-from strategy and design through to transition, operation, and continual service improvement (CSI). *Separate sections in the guide are dedicated to describing ITIL key concepts and terminology (including "stakeholders" and "processes, functions, and roles") and throughout the pocket guide the wide range of 3, 4, and 5 letter ITIL acronyms (including PBA, FMITS, BRM, SLM, OLA, SLR, VBF, ITSCM, SACM, RADM) are expanded and explained. *A brief summary of the ITIL qualification scheme and the Foundation exam. The ideal revision guide for the ITIL Foundation examination