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ITIL Foundation: ITIL 4 Edition

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ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-ad ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.


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ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-ad ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.

30 review for ITIL Foundation: ITIL 4 Edition

  1. 4 out of 5

    Dolf Haven

    You would almost forget it among all the marketing hype, certification schemes and offerings for ITIL 4 Foundation training, but ITIL 4 is also offering actual new content. I managed to get my copy of the ITIL Foundation: ITIL 4 Edition book last week, eager to find out what all the hype was all about. Of course, Foundation is only the high-level overview of what is yet to be published in more detail, but it gives an idea of where ITIL wants to go. Value Everything revolves around value in ITIL 4: You would almost forget it among all the marketing hype, certification schemes and offerings for ITIL 4 Foundation training, but ITIL 4 is also offering actual new content. I managed to get my copy of the ITIL Foundation: ITIL 4 Edition book last week, eager to find out what all the hype was all about. Of course, Foundation is only the high-level overview of what is yet to be published in more detail, but it gives an idea of where ITIL wants to go. Value Everything revolves around value in ITIL 4: it is the core of what they now call the Service Value System (SVS). If this reminds you suspiciously of ISO/IEC 20000's Service Management System (SMS), then you are right: the definitions of ITIL's SVS and 20k's SMS are pretty similar. What is important is that services are defined as offerings that co-create value. In this definition, value is not only what the service provider thinks it is or what the customer thinks it is. Value is co-created by both the service provider and the consumer (a concatenation of customer and end-user), providing benefits for both the service provider and the consumer. Processes or Practices? ITIL 2011 had 26 processes across the service lifecycle, which have been interpreted as highly prescriptive by some people. In ITIL 4, The service lifecycle has sadly been abandoned and the processes have been replaced by "practices" distributed across three categories: General Management Practices (14), Service Management Practices (17) and Technical Management Practices (3). Practices are distinct from processes in the sense that practices are defined as a collection of resources to perform work or achieve an objective. This includes processes, but is much broader than that: you also need to take into account the (human, financial, information, and technological) resources to perform these activities. This is similar to how ISO/IEC 20000-1 avoids referring to the "processes" in clause 8 as such: every organization can determine how they design their own processes and what they call them. So also in ITIL 4, no more discussions like, "ITIL says this is problem management, not incident management." Practices are varied and some useful additions have been made to the range of practices, compared to the ITIL 2011 processes: Information Security Management, Risk Management, Organizational Change Management, Business Analysis, to name a few. Apart from that, the classic service management practices such as Change Control, Incident Management and Service Request Management are still around. Note that ITIL 4 has moved away from the perceived prescriptiveness in its practices: you will find no flow charts, CSFs or KPIs in the book (but maybe some of this will still come in later publications). The ITIL Service Value System The Service Value System (SVS) is the core of ITIL 4's model. The SVS is in fact very similar to VeriSM's model, with Governance (inspired by ISO/IEC 38500), Guiding Principles (re-using the ones introduced in ITIL Practitioner a couple of years ago; similar to VeriSM's Service Management Principles), and the usual Service Value Chain, consisting of the usual Plan/Improve/Engage/Design&Transition/Obtain&Build/Deliver&Support phases of service management (VeriSM has these as Define/Produce/Provide/Respond), plus continual improvement. It is these phases that are actually more or less the replacement of the service lifecycle. All practices can be performed in any of these phases, so the ITIL 2011 distribution of the processes across the service lifecycle phases has been rightfully abandoned. There are also four "dimensions" of, or perspectives on the SVS that need to be taken to get a full view of the aspects of service management: Organizations&People, Information&Technology, Partners&Suppliers, and Value Streams&Processes. These dimensions make service management in the ITIL world more "integral," to use a term from my own Integral Service Management Framework, especially the human and organizational aspects. Conclusion The ITIL 4 Foundation book has managed to keep up with the times and has definitely transformed ITIL from a boring framework with endless lists, definitions, KPIs and whatnot to a far more engaging service management framework. Even better: apart from the introduction by Axelos' CEO, there is no mention of "Best Practice" anymore: the book explicitly calls itself "guidance". Furthermore, it seems the focus on "IT" service management has shifted to more generic "service management," Whether this guidance is enough to give newbies to service management the tools to get started is questionable: I have the feeling that things are still too generic at this level and there is not enough practical, hands-on guidance to get started developing an SVS. Hopefully the following publications will go into more details to really provide what is needed in practice to build an ITIL 4 SVS. ITIL 4 has definitely take inspiration from other frameworks, such as ISO/IEC 20000-1 and other ISO standards, VeriSM, Lean, etc. This is understandable, because in the current times, the market requires a certain approach, and that approach will be similar between various frameworks.

  2. 4 out of 5

    Anne (ReadEatGameRepeat)

    I had to read this for work - I'm doing the training course over the next few weeks and since its a book and I Read it I figured I should log it on Goodreads. I feel like a lot of this is a little...obvious? but maybe that's just because a lot of these topics were covered throughout my academic path and I'm not sure this is meant for people with a communication background. I had to read this for work - I'm doing the training course over the next few weeks and since its a book and I Read it I figured I should log it on Goodreads. I feel like a lot of this is a little...obvious? but maybe that's just because a lot of these topics were covered throughout my academic path and I'm not sure this is meant for people with a communication background.

  3. 5 out of 5

    Denis Vasilev

    Хорошо что не так длинно как могли бы. Внесли новые практики, расширяются в сторону HR, финансов, менеджмента. К сожалению страдают одной постоянной проблемой указанной еще Фейнманом - если все что ты узнал это новый термин - ты не узнал ничего. Здесь же имеем сообщество людей производящих и сортирующих термины

  4. 4 out of 5

    Victor Prata

    I passed my ITIL 4 Foundation exam today. Just know that the preparation apps and YouTube videos are not enough. It's all here: - Key concepts of service management; - ITIL guiding principles; - The four dimensions of service management; - Purpose and components of the ITIL service value system; - Activities of the service value chain and how they interconnect; - ITIL management practices. I passed my ITIL 4 Foundation exam today. Just know that the preparation apps and YouTube videos are not enough. It's all here: - Key concepts of service management; - ITIL guiding principles; - The four dimensions of service management; - Purpose and components of the ITIL service value system; - Activities of the service value chain and how they interconnect; - ITIL management practices.

  5. 5 out of 5

    Casey

    Passed the test!

  6. 4 out of 5

    Gary

    Not a cliffhanger, to be sure, but this is a good update from previous versions of ITIL, including Agile, Lean, and DevOps concepts and a recognition of the importance and pervasiveness of cloud computing and how it impacts a number of the ITIL practices. if you're not an IT professional, this book will have little meaning to you and, I'm sure, for many IT professionals it is a dry read. As a chief information officer responsible for taking over management for IT shops and implementing best prac Not a cliffhanger, to be sure, but this is a good update from previous versions of ITIL, including Agile, Lean, and DevOps concepts and a recognition of the importance and pervasiveness of cloud computing and how it impacts a number of the ITIL practices. if you're not an IT professional, this book will have little meaning to you and, I'm sure, for many IT professionals it is a dry read. As a chief information officer responsible for taking over management for IT shops and implementing best practices, though, it was a fresh reminder of the many aspects of my job that benefit greatly from standardization. And, you would have a hard time passing the ITIL 4 Foundation certification exam without having read this book.

  7. 5 out of 5

    Allengeer

    Actually a decent 10,000 ft view of ITSM. Definitely added some steps to incorporate modern practices around DevOps, Agile, SRE, and Design Thinking. Still ones left to see a wide breadth of concerns that seems a bit overkill, and even acknowledges that many areas are tightly linked or even subsets of others (for example a disaster is a subset of an incident -> and while they could both be addressed with one topic they are split out amongst several). I think this story could be told more concise Actually a decent 10,000 ft view of ITSM. Definitely added some steps to incorporate modern practices around DevOps, Agile, SRE, and Design Thinking. Still ones left to see a wide breadth of concerns that seems a bit overkill, and even acknowledges that many areas are tightly linked or even subsets of others (for example a disaster is a subset of an incident -> and while they could both be addressed with one topic they are split out amongst several). I think this story could be told more concisely.

  8. 5 out of 5

    Omar

    - The book provides a good guidance to the ITIL and ITSM key concepts and practices. - As a reference to the foundation level, it was perfect for me to get use of it for my exam preparation. - It is simple to understand and grasp the knowledge in easy way. - It is outlined as follow: 1- Introduction to ITIL 4 2- Key concepts of ITIL 4 3- 4 Dimensions of service management 4- ITIL service value system 5- ITIL practices

  9. 4 out of 5

    Hidde

    Read it initially because of was forced by my employer to take ITIL V4 foundation exam. On the one hand I liked this book, in particular accompanied by the official Android app I bought besides. Especially the app is set up to prepare you thoroughly for the exam. On the other hand are the practices way too extensively described in conjunction with the SVS. Doesn't bring any value and is in a matter of fact rather confusing. Read it initially because of was forced by my employer to take ITIL V4 foundation exam. On the one hand I liked this book, in particular accompanied by the official Android app I bought besides. Especially the app is set up to prepare you thoroughly for the exam. On the other hand are the practices way too extensively described in conjunction with the SVS. Doesn't bring any value and is in a matter of fact rather confusing.

  10. 5 out of 5

    Prince Singh

    Value co-creation and ITSM principle+practices are presented in a well structured and lucid manner. Simple english and many illustrations (diagrams) make it easy to follow. A hollistic approach to service management is taken. Clear additions and improvements as compared to v3. Recommended.

  11. 5 out of 5

    Dariush Youkhaneh

    Nice and sharp into the point. Can't say enough about this book. Well written and it does teach you rightly not only know the definitions also a long nicely description of the concepts. If you want to pass the ITIL 4 exam or just want to start to know about ITIL , this a right one with no doubt. Nice and sharp into the point. Can't say enough about this book. Well written and it does teach you rightly not only know the definitions also a long nicely description of the concepts. If you want to pass the ITIL 4 exam or just want to start to know about ITIL , this a right one with no doubt.

  12. 4 out of 5

    Alberto Zorrilla

    Excelente libro

  13. 4 out of 5

    Emad Khwaldeh

    I think v3 is more productive ITIL 4 should be reframed again to use more of v3

  14. 5 out of 5

    Melissa

    [Read for work]

  15. 5 out of 5

    Derrick Trimble

    There is a lot crammed into this book. Scratching the surface of ITIL I hope that it is sufficient for me to pass the foundation certification.

  16. 5 out of 5

    Aymen Ayed

    Work stuff

  17. 5 out of 5

    Shelly

    Taking my certification exam on Monday!

  18. 4 out of 5

    Tamuna Noniashvili

    I read this book hoping to learn about ITIL. I think this book helped me understand some of it, but I didn't really like the content. I read this book hoping to learn about ITIL. I think this book helped me understand some of it, but I didn't really like the content.

  19. 4 out of 5

    Paola

    Passed my exam!

  20. 5 out of 5

    Gaurav Kumar

    ok

  21. 4 out of 5

    Peter

    Good read I used this book to prepare for the ITIL exam. It’s an easy read with some examples to help understanding. I recommend this book for ITSM practionairs.

  22. 4 out of 5

    Desislava Todorova

    My least favorite book this year. However, after passing the exam, it turned out to be the most useful material for this exam, without visiting any other courses or trainings. What I could recommend (I know no one asks me) reading the book 2x and then only screening the definitions. From the Practices section cover only what is needed for the exam.

  23. 5 out of 5

    Trisha

  24. 4 out of 5

    Tom-Kenneth Fossheim

  25. 5 out of 5

    Ladiicaribe

  26. 5 out of 5

    Scott Fabel

  27. 5 out of 5

    Stanislav Buldakov

  28. 5 out of 5

    Javier Viruete

  29. 5 out of 5

    Katharina

  30. 4 out of 5

    Juan Carlos Olivo Zuazo

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