ITIL is the leading best-practice framework for ITSM (IT service management) and is globally adopted in both the public and private sectors. The latest evolution of the framework - ITIL 4 - has been significantly updated and addresses new ITSM challenges, includes new technologies and incorporates new ways of working.

ITIL 4 has evolved to a value system-focused approach that can be integrated with other management practices and ways of working, such as Agile and DevOps. Its end-to-end digital operation model has been designed to help IT teams create, deliver and operate technical products and services that fit their organisation's wider business strategy.

ITIL^(R) 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners.

The book offers practical tips - based on the author's extensive experience - for applying service management in the real world, with symbols used throughout to highlight which content is related to the ITIL 4 Foundation syllabus and which is not.

Ideal for self-study candidates and training participants, ITIL 4 Essentials will prove a helpful companion to their studies and a practical aid for their professional development. Project managers, contractors or consultants with limited study time will also find it essential to their part-time education.

This second edition has been updated to align with amendments to the ITIL^(R) 4 Foundation syllabus, including:

A perfect companion before, during and after your ITIL exam - buy your copy today.

ITIL(R) is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL^(R) 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^(R) 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.

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:

This second edition has been updated to align with amendments to the ITIL^(R) 4 Foundation syllabus, including:

Start preparing for your ITIL Foundation exam - order your copy today.

ITIL(R) is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL(R) 4 Direct, Plan and Improve

If you've achieved your ITIL(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. DPI provides essential knowledge and capabilities for service management professionals, supporting those involved in directing or planning based on strategy and continual improvement - a must-have skillset practitioners should seek beyond Foundation level.

DPI is the only one of the ITIL 4 advanced level courses that leads to both Managing Professional (MP) and Strategic Leader (SL) status. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills needed to improve themselves and their organisation by way of effective strategic direction and delivering continual improvement.

An excellent supplement to any training course

ITIL(R) 4 Direct, Plan and Improve (DPI) - Your companion to the ITIL 4 Managing Professional and Strategic Leader DPI certification is a study guide designed to help students pass the ITIL(R) 4 Direct, Plan and Improve module.

The majority of this book is based on the AXELOS ITIL(R) 4: Direct, Plan and Improve publication and the associated DPI Strategist syllabus. It provides students with the information they need to pass the DPI exam, and help them become a successful practitioner.

Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITIL 4 Strategic Leader (SL) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles, the book covers:

Key concepts;

Scope, key principles and methods;

The role of governance, risk and compliance;

Continual improvement;

Organisational change management;

Measurement and reporting;

Value streams and practices; and

Exam preparation.

A useful tool throughout your career

In addition to being an essential study aid, the author -- a seasoned ITSM professional -- also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.

The essential link between your ITIL qualification and the real world - buy this book today!

ITIL(R) is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

About the author

Claire Agutter is a service management trainer, consultant and author. In 2020, she was one of Computer Weekly's Top 50 Most Influential Women in Tech. In 2018 and 2019 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 provides regular, free content to the ITSM community as the host of the popular ITSM Crowd hangouts, and is the chief architect for VeriSM(TM), the service management approach for the digital age. She is the director of ITSM Zone, which provides online ITSM training, and Scopism, a content and consulting organisation and the publisher of the SIAM Body of Knowledge.

ITIL^(R) 4 Create, Deliver and Support

If you've achieved your ITIL^(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 Create, Deliver and Support (CDS) provides essential knowledge and capabilities for service management professionals, focusing on a value stream based approach to IT-enabled products and services - a must-have skillset practitioners should seek beyond Foundation level.

The majority of this book is based on the official AXELOS ITIL^(R) 4: Create, Deliver and Support publication and the associated Create, Deliver and Support Managing Professional syllabus. It provides students with the information they need to pass the Create, Deliver and Support exam, and help them become a successful practitioner.

Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.

The guide focuses on:

• Service value system key concepts and challenges;
• Using a shift-left approach;
• Planning and managing resources in the service value system;
• The use and value of technology across the service value system;
• ITIL practices and value streams for new services and user support;
• How to create, deliver and support services; and
• Exam preparation.

A useful tool throughout your career

In addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.

The essential link between your ITIL qualification and the real world - buy this book today!

ITIL(R) is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

The official guide for the EXIN SIAM(TM) Professional certification

SIAM (service integration and management) is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers.

SIAM supports cross-functional, cross-process and cross-provider integration. It creates an environment where all parties:

• Know their role, responsibilities and context in the ecosystem
• Are empowered to deliver
• Are held accountable for the outcomes they are required to deliver

Service Integration and Management (SIAM(TM)) Professional Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM(TM) Professional certification. This book will help candidates pass their Professional certification and expands upon the topics introduced in Service Integration and Management (SIAM(TM)) Foundation Body of Knowledge (BoK), Second edition.

The book will appeal to:

• Anyone wishing to build on their foundation-level knowledge of SIAM and achieve the SIAM(TM) Professional certification
• Customer organizations and their staff looking for guidance when managing a multi-service provider environment
• Service integrators and their staff wishing to work in a SIAM ecosystem effectively
• Internal and external service providers and their staff wishing to understand their role in a SIAM ecosystem
• Consultants in service management and other frameworks who wish to expand their knowledge

Prepare for your SIAM(TM) Professional exam and understand how SIAM can benefit your organization!

This guide contains everything you need to know to pass the ITIL 4(R) Strategic Leader Digital and IT Strategy certificate, plus more.

It covers practices and concepts that are not addressed as part of the DITS syllabus, making it ideal for newly qualified practitioners.

The target audience for the DITS training and associated certification is different to some of the other ITIL training courses. The material is specifically aimed at:

IT and business directors;Department heads;C-suite professionals;Leaders who are involved in digital change; andConsultants who are working with organisations that are digitally transforming.

So, if you're not in a senior role, does that mean this content isn't for you? Absolutely not! Perhaps you aspire to a more senior role, in which case you'll gain valuable knowledge.

Ideal for self-study candidates and training participants, this guide will prove a helpful companion and a practical aid for their professional development.

The majority of this book is based on the official ITIL 4: Digital and IT Strategic Leader publication and the associated DITS syllabus. It provides students with the information they need to pass the DITS exam and help them become a successful practitioner.

ITIL(R) is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL^(R) 4 High-velocity IT

If you've achieved your ITIL^(R) 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 High-velocity IT (HVIT) provides essential knowledge and capabilities for service management professionals, supporting those involved in the delivery of digital products and services and anyone working on digital transformation programs.

High-velocity IT is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at professionals who are working in fast-paced environments, including adapting service management to work with Lean, Agile and DevOps.

The majority of this book is based on the official AXELOS ITIL^(R) 4: High-velocity IT publication and the associated High-velocity IT Managing Professional syllabus. It provides students with the information they need to pass the High-velocity IT exam, and help them become a successful practitioner.

Suitable for existing ITIL v3 experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.

The guide focuses on:

• Digital product lifecycle and the ITIL operating model;
• High-velocity key behaviours;
• Principles, models and concepts;
• Ensuring: valuable investments, fast development, resilient operations and assured conformance; and
• Exam preparation.

A useful tool throughout your career

In addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.

The essential link between your ITIL qualification and the real world - buy this book today!

ITIL(R) is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL(R) 4 Drive Stakeholder Value (DSV)If you've achieved your ITIL 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and deciding which qualification to work towards. ITIL 4 DSV provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services.DSV is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to build effective relationships across the SVS.An excellent supplement to any ITIL 4 DSV training courseThe majority of this book is based on the official AXELOS ITIL(R) 4: Drive Stakeholder Value publication and the associated Drive Stakeholder Value Managing Professional syllabus. It provides students with the information they need to pass the DSV exam, and help them become a successful practitioner.This book is suitable for ITIL v3 Experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.The guide focuses on: The customer journey;Fostering stakeholder relationships;How to: shape demand and define service offerings, and align expectations and agree service details;Onboarding and offboarding;Continual value co-creation;Realising and validating service value; andExam preparation.A useful tool throughout your careerIn addition to being an essential study aid, the author -- a seasoned ITSM professional -- also provides additional guidance throughout the book, which you can lean on once your training and exam are over. The book includes her own practical experience, from which she gives advice, and points to think about along the way, so that you can refer back to this book for years to come - long after you've passed your exam.ITIL(R) is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

Prepare for your SIAM(TM) Foundation exam and understand how SIAM can benefit your organization!

SIAM (service integration and management) is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers.

SIAM supports cross-functional, cross-process and cross-provider integration. It creates an environment where all parties:

• Know their role, responsibilities and context in the ecosystem
• Are empowered to deliver
• Are held accountable for the outcomes they are required to deliver

Service Integration and Management (SIAM(TM)) Foundation Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM(TM) Foundation certification. This book will help candidates pass their Foundation certification, as well as serve as a useful reference guide once they are implementing SIAM practices.

Suitable for anyone working in ITSM (IT service management), IT, service integration and project management, the book introduces the EXIN SIAM(TM) Foundation syllabus and provides essential reading for the Foundation exam. It also offers a detailed introduction to the SIAM methodology for those who do not want to undertake formal certification.

Prepare for the ITIL Foundation exam ITIL is best practice for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. ITIL is not prescriptive, but rather it is a framework that organisations can adopt and adapt. The Foundation Certificate is the entry-level ITIL qualification, which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle. The aforementioned elements, concepts and terminology of ITIL have been condensed into this pocket guide to provide candidates with the essential facts they need in order to pass the ITIL Foundation exam. All you need to know to achieve ITIL Foundation Certification An official ITIL(R) Licensed product, ITIL(R) Foundation Essentials is a distillation of critical information - no waffle or padding - just exactly what you need to understand how to pass the ITIL Foundation exam. Written for self-study candidates, ITIL community training delegates, itSMF/BCS members and V2 Foundation Certificate holders, who have yet to take an upgraded exam, this pocket guide is fully aligned with the ITIL 2011 core volumes. Project managers, who are looking to expand their qualifications, and IT contractors or consultants, who don't want to take time out from their day jobs to attend a course, will also find this pocket guide an essential companion to their studies and education. The complete ITIL Foundation syllabus THE essential companion for those studying the ITIL Foundation syllabus, the pocket guide covers key areas including: -A basic introduction to ITIL and a description of service classifications (core, enabling, enhancing) and an outline of internal and external services. -A point-by-point summary of the purpose, objectives, scope and value of the five stages of the service lifecycle that form the ITIL core; from strategy and design, through to transition, operation and continual service improvement (CSI). -Separate sections in the guide are dedicated to describing ITIL key concepts and terminology (including stakeholders and processes, functions and roles) and throughout the pocket guide the wide range of 3, 4 and 5 letter ITIL acronyms (including PBA, FMITS, BRM, SLM, OLA, SLR, VBF, ITSCM, SACM, RADM) are expanded and explained. -A brief summary of the ITIL qualification scheme and the Foundation exam. The ideal revision guide for the ITIL Foundation examination