ITIL® 4 – Pocket Guide. Jan Van bon
ITIL® 4 – A Pocket Guide
Other publications by Van Haren Publishing
Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains:
- IT and IT Management
- Architecture (Enterprise and IT)
- Business Management and
- Project Management
Van Haren Publishing is also publishing on behalf of leading organizations and companies: ASLBiSL Foundation, BRMI, CA, Centre Henri Tudor, Gaming Works, IACCM, IAOP, IFDC, Innovation Value Institute, IPMA-NL, ITSqc, NAF, KNVI, PMI-NL, PON, The Open Group, The SOX Institute.
Topics are (per domain):
IT and IT Management
ABC of ICT
ASL®
CATS CM®
CMMI®
COBIT®
e-CF
ISO/IEC 20000
ISO/IEC 27001/27002
ISPL
IT4IT®
IT-CMF™
IT Service CMM
ITIL®
MOF
MSF
SABSA
SAF
SIAM™
TRIM
VeriSM™
Enterprise Architecture
ArchiMate®
GEA®
Novius Architectuur
Methode
TOGAF®
Business Management
BABOK ® Guide
BiSL® and BiSL® Next
BRMBOK™
BTF
EFQM
eSCM
IACCM
ISA-95
ISO 9000/9001
OPBOK
SixSigma
SOX
SqEME®
Project Management
A4-Projectmanagement
DSDM/Atern
ICB / NCB
ISO 21500
MINCE®
M_o_R®
MSP®
P3O®
PMBOK ® Guide
Praxis®
PRINCE2®
For the latest information on VHP publications, visit our website: www.vanharen.net.
Colophon
| 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 ITIL 4 Foundation exam are covered 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.