in this pocket guide. Chapter 6 describes these requirements. The pocket guide delivers all information on the material you need to know at Blooms level 1 (recall/define) together with the material you need to understand at Blooms level 2 (describe/explain). Please note that this pocket guide represents the content of the ITIL 4 Foundation Exam Specification of January 2019. If any new version is subsequently released after that date, students should study the differences.
It also provides support for anyone who has knowledge of previous ITIL editions and is looking for a bridge to the new edition. ITIL 4 took a big leap into the modern world of IT service management, covering the latest principles and practices in a customer-focused, service-centric way, enabling Agile principles for the maximum support of any business.
If you want to use this pocket guide as a preparation for the ITIL 4 Foundation exam, please focus on the standard (black) text. All content that is beyond the basic exam requirements is formatted in a different way, as slightly colored text (as in this paragraph). This will support you even more in using this pocket guide in your preparations for the exam.
I’m convinced that this pocket guide will provide an excellent reference tool for practitioners, students and others who want a concise summary of the key ITIL 4 concepts.
Acknowledgements
Following the official publication of ITIL 4, this pocket guide was developed as an update of the well-known ITIL V2 and V3 pocket guides, produced by the same editors.
The text of this pocket guide was reviewed by a team of experts in the domain of IT service management and ITIL. The integrated Review Team was composed of the following experts:
■ Maarten Bordewijk (Bordewijk Training & Advies, NL)
■ John Deland (ITSM Consultant, Canada)
■ Frederik van Eeden (Erik van Eeden, NL)
■ Jaap Germans (Pink Elephant, NL)
■ Peter van Gijn (CGI, NL)
■ Jan Heunks (Management Consulting Solutions, NL)
■ Kevin Holland (independent, UK)
■ Matiss Horodishtiano (independent, Israel)
■ Karel Höster (Global Knowledge, NL)
■ Roman Jouravlev (AXELOS)
■ Steve Mann (SM2 Ltd, UK)
All reviewers spent their valuable hours on a detailed review of the text, answering the core question, “Is the content of this pocket guide a correct reflection of the core content of ITIL 4 and does it cover the ITIL 4 Foundation exam requirements, given the limited size of a pocket guide?”
Providing several hundred valuable improvement issues, they contributed significantly to the quality of this pocket guide, and we thank them for that.
Contents
1.1.1 The ITIL service value system (SVS)
1.1.2 The four dimensions model
2 KEY CONCEPTS OF SERVICE MANAGEMENT
2.4.1 The service relationship model
3 THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
3.2 Information and technology
3.4 Value streams and processes
