TSO eBook: ITIL Foundation, ITIL 4 Edition (PDF)

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Understand the ITIL 4 framework and how it has evolved to adopt new technologies and ways of working

Quick stats:

✓  5 chapters
✓  101 sections
✓  74 key messages
✓  52 definitions
✓  45 storylines
✓  212 pages

ITIL is a set of widely adopted best practices for successful IT service management (ITSM). ITIL 4 has evolved from version 3 by looking at ITSM practices in the broader context of customer experience, value streams, and digital transformation. It also embraces new ways of working, such as Lean, Agile, and DevOps.

ITIL 4 provides the guidance organizations need to address new challenges and use modern technology. It is designed to ensure a flexible, coordinated, and integrated system for the effective governance and management of IT-enabled services.

The audience for ITIL Foundation ranges from students taking their first steps in ITSM to seasoned professionals familiar with other sources of industry best practice.

The guidance provided in this publication can be adopted and adapted by all types of organizations and services. To show how the concepts can be practically applied, this book follows the exploits of a fictional company on its ITIL journey.

It is also the source material for the ITIL 4 Foundation:

◦  Syllabus — Free!

◦  Glossary — Free!

◦  Mind Map — Free!

◦  Courses

◦  Practice Exams

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ITIL 4 Foundation

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