Cover Image

ITIL®4 : Direct, Plan and Improve.

Bibliographic Details
Main Author: Limited, AXELOS.
Format: eBook
Language:English
Published: London : The Stationery Office Ltd, 2020.
Subjects:
ITIL (Information technology management standard) > Examinations > Study guides.
Information technology > Management > Examinations > Study guides.
Information technology projects > Management > Examinations > Study guides.
Electronic books.
Online Access:Click to View
Table of Contents:
  • Intro
  • Copyright Page
  • Contents
  • List of figures
  • List of tables
  • Foreword
  • Preface
  • About the ITIL 4 publications
  • About the ITIL story
  • ITIL Foundation recap
  • Chapter 1: Introduction
  • 1.1 Why direction, planning, and improvement matter
  • 1.2 Direction
  • 1.3 Planning
  • 1.4 Improvement
  • 1.5 The role of measurement and reporting
  • 1.6 Direction, planning, and improvement of the ITIL SVS
  • 1.7 Applying the guiding principles
  • 1.8 alue, outcomes, costs, and risks in direct, plan, and improve
  • 1.9 Direction, planning, and improvement for everyone
  • Chapter 2: Strategy and direction
  • 2.1 Strategy management
  • 2.2 Defining the structures and methods used to direct behaviours and make decisions
  • 2.3 The role of risk management in direction, planning, and improvement
  • 2.4 Portfolio management: a key decision-making practice
  • 2.5 Direction via governance, risk, and compliance
  • 2.6 Summary
  • Chapter 3: Assessment and planning
  • 3.1 Basics of assessment
  • 3.2 Basics of planning
  • 3.3 Introduction to value stream mapping
  • 3.4 Summary
  • Chapter 4: Measurement and reporting
  • 4.1 Basics of measurement and reporting
  • 4.2 Types of measurements
  • 4.3 Measurement and the four dimensions
  • 4.4 Measurement of products and services
  • 4.5 Summary
  • Chapter 5: Continual improvement
  • 5.1 Creating a continual improvement culture
  • 5.2 Continual improvement of the service value chain and practices
  • 5.3 Continual improvement in organizations
  • 5.4 The continual improvement model
  • 5.5 Using measurement and reporting in continual improvement
  • 5.6 Summary
  • Chapter 6: Communication and organizational change management
  • 6.1 Basics of effective communication
  • 6.2 Identifying and communicating with stakeholders
  • 6.3 Basics of OCM
  • 6.4 Summary
  • Chapter 7: Developing a service value system.
  • 7.1 Adopting the guiding principles
  • 7.2 Centre of excellence for service management
  • 7.3 The four dimensions of service management in the SVS
  • 7.4 Summary
  • Chapter 8: Bringing it together
  • 8.1 Modern leadership
  • 8.2 Using the guiding principles for direction, planning, and improvement
  • 8.3 Summary
  • Chapter 9: Conclusion
  • The ITIL story
  • End note: The ITIL story
  • Further research
  • Glossary
  • Acknowledgements.

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