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Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ITIL 4 – A Pocket GuideCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
Other publications by Van Haren PublishingVan Haren Publishing (VHP) specializes in titles on Best Practices, methods and standardswithin four domains:- IT and IT Management- Architecture (Enterprise and IT)- Business Management and- Project ManagementVan 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 ManagementEnterprise ArchitectureProject ManagementABC of ICTASL CATS CM CMMI COBIT e-CFISO/IEC 20000ISO/IEC 27001/27002ISPLIT4IT IT-CMFtmIT Service CMMITIL MOFMSFSABSASAFSIAMtmTRIMVeriSMtmArchiMate GEA Novius ArchitectuurMethodeTOGAF A4-ProjectmanagementDSDM/AternICB / NCBISO 21500MINCE M o R MSP P3O PMBOK GuidePraxis PRINCE2 Business ManagementBABOK GuideBiSL and BiSL NextBRMBOKTMBTFEFQMeSCMIACCMISA-95ISO 9000/9001OPBOKSixSigmaSOXSqEME For the latest information on VHP publications, visit our website: www.vanharen.net.Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ITIL 4 A Pocket GuideJan van BonCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ColophonTitle:ITIL 4 – A Pocket GuideAuthor:Jan van BonPublisher: Van Haren Publishing, ’s-Hertogenbosch,www.vanharen.netDesign & layout:Coco Bookmedia, Amersfoort-NLISBN Hardcopy:978 94 018 0439 4ISBN eBook (pdf):978 94 018 0440 0ISBN EPUB:978 94 018 0441 7Edition:First edition, first impression, April 2019 2019 Van Haren PublishingAll rights reserved. No part of this publication may be reproduced in anyform by print, photo print, microfilm or any other means without writtenpermission by the publisher.Although this publication has been composed with much care, neitherauthor, nor editor, nor publisher can accept any liability for damage causedby possible errors and/or incompleteness in this publication.The ITIL glossary is Copyright AXELOS Limited 2019. All rightsreserved. 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 NOTICESITIL is a registered trademark of AXELOS Limited. All rights reserved.Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ForewordThis pocket guide delivers a concise summary of ITIL 4, published in 2019.It is based on the ITIL Foundation, ITIL 4 edition and the associatedtraining instructions, providing the ultimate fit in terms of preparing forthe ITIL 4 Foundation exam. If you’re not preparing for the exam, it offers aquick reference to the basic concepts of ITIL 4.This pocket guide will provide readers with an awareness of the ITIL 4service management framework, by understanding: the key concepts of service management how the seven ITIL guiding principles can help an organization adoptand 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 detailAll requirements for the ITIL 4 Foundation exam are covered in this pocketguide. Chapter 6 describes these requirements. The pocket guide deliversall 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 contentCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
6ITIL 4 – A Pocket guideof the ITIL 4 Foundation Exam Specification of January 2019. If any newversion is subsequently released after that date, students should study thedifferences.It also provides support for anyone who has knowledge of previous ITILeditions and is looking for a bridge to the new edition. ITIL 4 took abig leap into the modern world of IT service management, covering thelatest 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 4Foundation exam, please focus on the standard (black) text. All content thatis beyond the basic exam requirements is formatted in a different way, asslightly colored text (as in this paragraph). This will support you even morein using this pocket guide in your preparations for the exam.I’m convinced that this pocket guide will provide an excellent reference toolfor practitioners, students and others who want a concise summary of thekey ITIL 4 concepts.Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
AcknowledgementsFollowing the official publication of ITIL 4, this pocket guide was developedas an update of the well-known ITIL V2 and V3 pocket guides, produced bythe same editors.The text of this pocket guide was reviewed by a team of experts in thedomain of IT service management and ITIL. The integrated Review Teamwas 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) Steve Mann (SM2 Ltd, UK) Roman Zhuravlev (AXELOS)All reviewers spent their valuable hours on a detailed review of thetext, answering the core question, “Is the content of this pocket guide acorrect reflection of the core content of ITIL 4 and does it cover the ITIL 4Foundation exam requirements, given the limited size of a pocket guide?”Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
8ITIL 4 – A Pocket guideProviding several hundred valuable improvement issues, they contributedsignificantly to the quality of this pocket guide, and we thank them for that.Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ContentsTHE ITIL STORY 131INTRODUCTION 151.12The ITIL 4 framework 161.1.1 The ITIL service value system (SVS) 161.1.2 The four dimensions model 17KEY CONCEPTS OF SERVICE MANAGEMENT 192.12.2Value co-creation 20Stakeholders 212.2.1 Service providers 212.2.2 Service consumers 222.2.3 Other stakeholders 222.3Products and services 232.3.1 Service offerings 232.4Service relationships 242.4.1 The service relationship model 262.5Value 262.5.1 Outcomes 272.5.2 Costs 282.5.3 Risks 282.5.4 Utility and warranty 29Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
10ITIL 4 – A Pocket guide3THE FOUR DIMENSIONS OF SERVICE MANAGEMENT 313.13.23.33.43.54THE ITIL SERVICE VALUE SYSTEM 394.14.24.34.44.54.64.74.85Organizations and people 32Information and technology 33Partners and suppliers 35Value streams and processes 36External factors 38Service value system overview 39Opportunity and demand 40The ITIL guiding principles 41Governance 44Service value chain 454.5.1 Plan 464.5.2 Improve 474.5.3 Engage 484.5.4 Design and transition 494.5.5 Obtain/build 504.5.6 Deliver and support 51Value streams and the service value chain 51Continual improvement 52Practices 53ITIL MANAGEMENT PRACTICES 555.1General management practices 575.1.1 Architecture management 585.1.2 Continual improvement 595.1.3 Information security management 615.1.4 Knowledge management 625.1.5 Measurement and reporting 625.1.6 Organizational change management 635.1.7 Portfolio management 645.1.8 Project management 645.1.9 Relationship management 655.1.10 Risk management 66Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
Acknowledgements5.1.115.1.125.1.135.1.146Service financial management 66Strategy management 67Supplier management 67Workforce and talent management 685.2Service management practices 695.2.1 Availability management 715.2.2 Business analysis 715.2.3 Capacity and performance management 725.2.4 Change control 735.2.5 Incident management 755.2.6 IT asset management 765.2.7 Monitoring and event management 775.2.8 Problem management 795.2.9 Release management 815.2.10 Service catalogue management 815.2.11 Service configuration management 825.2.12 Service continuity management 835.2.13 Service design
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
