ITIL Foundation Essentials ITIL 4 Edition - The Ultimate Revision Guide, 2nd Edition

  • 1h 12m 2s
  • Claire Agutter
  • IT Governance
  • 2022

What is ITIL 4?

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.

The essential link between your ITIL qualification and the real world

ITIL 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, and 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® 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.

About the Author

Claire Agutter is a service management trainer, consultant and author. In 2017 and 2018 she was recognised as an HDI Top 25 Thought Leader in Technical Support and Service Management and was part of the team that won itSMF UK’s 2017 Thought Leadership Award. Claire is the host of the popular ITSM Crowd hangouts, and Chief Architect for VeriSM. She is the director of ITSM Zone, which provides online ITSM training, and Scopism, a content and consulting organisation.

In this Audiobook

  • Introduction
  • Chapter 1 - Key Concepts of Service Management
  • Chapter 2 - Service Management Roles
  • Chapter 3 - All About Services
  • Chapter 4 - Service Relationships
  • Chapter 5 - Guiding Principles
  • Chapter 6 - The Four Dimensions of Service Management
  • Chapter 7 - The Service Value System
  • Chapter 8 - The Service Value Chain
  • Chapter 9 - ITIL Practices
  • Chapter 10 - Practices in Depth
  • Chapter 11 - The ITIL Foundation Exam
  • Further Reading


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