ITIL® 4 – Pocket Guide. Jan Van bon

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

       THE ITIL STORY

       1 INTRODUCTION

       1.1 The ITIL 4 framework

       1.1.1 The ITIL service value system (SVS)

       1.1.2 The four dimensions model

       2 KEY CONCEPTS OF SERVICE MANAGEMENT

       2.1 Value co-creation

       2.2 Stakeholders

       2.2.1 Service providers

       2.2.2 Service consumers

       2.2.3 Other stakeholders

       2.3 Products and services

       2.3.1 Service offerings

       2.4 Service relationships

       2.4.1 The service relationship model

       2.5 Value

       2.5.1 Outcomes

       2.5.2 Costs

       2.5.3 Risks

       2.5.4 Utility and warranty

       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

       3.5 External factors

       4 THE ITIL SERVICE VALUE SYSTEM

       4.1 Service value system overview

       4.2 Opportunity and demand

       4.3 The ITIL guiding principles

       4.4 Governance

       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 support

       4.6 Value streams and the service value chain

       4.7 Continual improvement

       4.8 Practices

       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