ITIL 4

ITIL 4, which stands for Information Technology Infrastructure Library version 4, is a globally recognized framework for IT service management (ITSM). It provides a set of best practices and guidelines for organizations to effectively plan, deliver, and manage IT services to meet business needs and goals.

ITIL 4 is suitable for organizations of all sizes and industries that want to improve their IT service management capabilities, enhance customer satisfaction, and align IT services with business objectives.

Table of Contents:

• 1.IntroductiontoServiceManagementandITIL
• ITServiceManagementintheModernWorld
• About ITIL4
• TheStructureandBenefitsoftheITIL4Framework
• The ITILSVS
• The Four DimensionsModel
• 2.KeyConceptsofServiceManagement
• Value and ValueCo-Creation
• ValueCo-Creation
• Organizations,ServiceProviders,ServiceConsumers,andOtherStakeholders
• ServiceProviders
• ServiceConsumers
• OtherStakeholders
• Products andServices
• Configuring Resources for ValueCreation
• ServiceOfferings
• ServiceRelationships
• The Service RelationshipModel
• Value: Outcomes, Costs, andRisks
• Outcomes
• Costs
• Risks
• Utility andWarranty
• Summary
• 3.TheFourDimensionsofServiceManagement
• Organizations andPeople
• Information andTechnology
• Partners andSuppliers
• Value Streams andProcesses
• Value Streams for ServiceManagement
• Processes
• ExternalFactors
• Summary
• 4.TheITILServiceValueSystem
• Service Value SystemOverview
• Opportunity, Demand, andValue
• The ITIL GuidingPrinciples
• Focus onValue
• Start Where YouAre
• ProgressIterativelywithFeedback
• Collaborate and PromoteVisibility
• Think and WorkHolistically
• Keep it Simple andPractical
• Optimize andAutomate
• PrincipleInteraction
• Governance
• Governing Bodies andGovernance
• Governance in theSVS
• Service ValueChain
• Plan
• Improve
• Engage
• Design andTransition
• Obtain/build
• Deliver andSupport
• ContinualImprovement
• Steps of theContinual ImprovementModel
• ContinualImprovement and the GuidingPrinciples
• Practices
• Summary
• And more.