ITIL® 4 – Pocket Guide. Jan Van bon

ITIL® 4 – Pocket Guide

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.

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