ITIL Foundation Essentials ITIL 4 Edition: The Ultimate Revision Guide, Second Edition

ITIL 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working.

ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts. You can use it in place of writing revision notes, giving you more time to focus on learning the information you need to pass the exam.

Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It:

• Provides definitions of the key terms and concepts used in ITIL 4;
• Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and
• Explains the key figures and diagrams in the ITIL syllabus.

This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus, including:

• Replacing ‘change control’ with ‘change enablement’ throughout;
• The removal of ‘IT’ from the definition of a change; and
• Updating definitions for customer, sponsor and user.

About the Author

Claire Agutter is a service management trainer, consultant and author. In 2017 and 2018 she was recognised as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK’s 2017 Thought Leadership Award. Claire is the host of the popular ITSM Crowd hangouts, and chief architect for VeriSM. Claire is the director of ITSM Zone, which provides online IT service management training, and Scopism, a content and consulting organisation.

After providing training to thousands of successful Foundation delegates, she has condensed the ITIL® 4 key concepts necessary to pass the Foundation exam into this guide.