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ITIL foundation : ITIL 4 edition

Author: AXELOS Limited,
Publisher: Norwich : TSO, 2019.
Edition/Format:   eBook : Document : English : First editionView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Limited, AXELOS
ITIL Foundation: ITIL 4 Edition
London : The Stationery Office Ltd,c2019
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: AXELOS Limited,
ISBN: 9780113316069 0113316062
OCLC Number: 1088317356
Notes: 5.2.14: Service desk
Description: 1 online resource
Contents: 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 creation2.3.2: 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 overview4.2: 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 support4.6: 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 management5.1.12: 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
Responsibility: AXELOS.

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