ITIL® 4 – A Pocket Guide
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| Title: | ITIL® 4 – A Pocket Guide |
| Author: | Jan van Bon |
| Publisher: | Van Haren Publishing, ’s-Hertogenbosch, www.vanharen.net |
| Design & layout: | Coco Bookmedia, Amersfoort-NL |
| ISBN Hardcopy: | 978 94 018 0439 4 |
| ISBN eBook (pdf): | 978 94 018 0440 0 |
| ISBN EPUB: | 978 94 018 0441 7 |
| Edition: | First edition, first impression, April 2019 |
| First edition, second impression, with minor corrections, January 2020. |
© 2019 Van Haren Publishing
All rights reserved. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.
Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.
The ITIL glossary is Copyright © AXELOS Limited 2019. All rights reserved. Material is reproduced with the permission of AXELOS.
AXELOS copyright 2019. Reproduced under license from AXELOS.
Reproduced under license from AXELOS: diagrams 1 (7), 2, 3, 9, 10 and 11.
TRADEMARK NOTICES
ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
Foreword
This pocket guide delivers a concise summary of ITIL 4, published in 2019. It is based on the ITIL® Foundation, ITIL 4 edition and the associated training instructions, providing the ultimate fit in terms of preparing for the ITIL 4 Foundation exam. If you’re not preparing for the exam, it offers a quick reference to the basic concepts of ITIL 4.
This pocket guide will provide readers with an awareness of the ITIL 4 service management framework, by understanding:
■ the key concepts of service management
■ how the seven ITIL guiding principles can help an organization adopt and adapt service management
■ the four dimensions of service management
■ the purpose and components of the ITIL service value system
■ the six activities of the service value chain, and how they interconnect
■ the purpose and key terms of 15 of the 34 ITIL practices
■ seven of these 15 ITIL practices in detail
All requirements for the
