GM-ARC-1 | Architecture Management | 0 |
GM-CI-1 | Continual Improvement | 16 |
GM-FIN-1 | Service Financial Management | 0 |
GM-ISM-1 | Information Security Management | 3 |
GM-ITAM-1 | IT Asset Management | 1 |
GM-KM-1 | Knowledge Management | 0 |
GM-MS-1 | Measurement and Reporting | 0 |
GM-PFM-1 | Portfolio Management | 0 |
GM-PM-1 | Project Management | 0 |
GM-REL-1 | Relationship Management | 0 |
GM-RSK-1 | Risk Management | 0 |
GM-SRV-1 | Service Catalogue Management | 0 |
GM-STR-1 | Strategy Management | 0 |
GM-SUP-1 | Supplier Management | 0 |
GM-WT-1 | Workforce and Talent Management | 0 |
ITIL4-01 | Service portfolio management | 0 |
ITIL4-02 | Service level management | 0 |
ITIL4-03 | Capacity and availability management | 43 |
ITIL4-04 | IT service continuity management | 0 |
ITIL4-05 | Information security for services | 0 |
ITIL4-06 | Change management processes | 36 |
ITIL4-07 | Release and deployment management | 0 |
ITIL4-08 | Service validation and testing | 0 |
ITIL4-09 | Knowledge management | 0 |
ITIL4-10 | Configuration management | 45 |
ITIL4-11 | Incident management | 109 |
ITIL4-12 | Problem management | 0 |
ITIL4-13 | Event management and monitoring | 0 |
ITIL4-14 | Request fulfillment | 0 |
ITIL4-15 | Access management for services | 98 |
ITIL4-16 | Service measurement and reporting | 0 |
ITIL4-17 | Continual improvement process | 0 |
ITIL4-18 | Benchmarking and maturity assessment | 0 |
ITIL4-19 | Stakeholder feedback management | 0 |
SM-AV-1 | Availability Management | 1 |
SM-BA-1 | Business Analysis | 0 |
SM-CAP-1 | Capacity and Performance Management | 0 |
SM-CHG-1 | Change Enablement | 0 |
SM-DEP-1 | Deployment Management | 0 |
SM-INC-1 | Incident Management | 0 |
SM-MEM-1 | Monitoring and Event Management | 0 |
SM-OCM-1 | Organizational Change Management | 0 |
SM-PRB-1 | Problem Management | 0 |
SM-REL-1 | Release Management | 0 |
SM-SCM-1 | Service Configuration Management | 0 |
SM-SCONT-1 | Service Continuity Management | 0 |
SM-SD-1 | Service Desk | 0 |
SM-SD-DES-1 | Service Design | 0 |
SM-SLM-1 | Service Level Management | 0 |
SM-SRM-1 | Service Request Management | 0 |
SM-SVAL-1 | Service Validation and Testing | 0 |
TM-INF-1 | Infrastructure and Platform Management | 3 |
TM-SDM-1 | Software Development and Management | 0 |
3.1 | 3.1 Organizations and people | 0 |
3.2 | 3.2 Information and technology | 0 |
3.3 | 3.3 Partners and suppliers | 0 |
3.4 | 3.4 Value streams and processes | 0 |
3.5 | 3.5 External factors | 0 |
4.3.1 | 4.3.1 Focus on value | 0 |
4.3.2 | 4.3.2 Start where you are | 0 |
4.3.3 | 4.3.3 Progress iteratively with feedback | 0 |
4.3.4 | 4.3.4 Collaborate and promote visibility | 0 |
4.3.5 | 4.3.5 Think and work holistically | 0 |
4.3.6 | 4.3.6 Keep it simple and practical | 0 |
4.3.7 | 4.3.7 Optimize and automate | 0 |
4.4 | 4.4 Governance: evaluate, direct, monitor | 0 |
4.5.1 | 4.5.1 Plan | 0 |
4.5.2 | 4.5.2 Improve | 0 |
4.5.3 | 4.5.3 Engage | 0 |
4.5.4 | 4.5.4 Design and transition | 0 |
4.5.5 | 4.5.5 Obtain/build | 0 |
4.5.6 | 4.5.6 Deliver and support | 0 |
4.6.1 | 4.6.1 The continual improvement model | 0 |
5.1.1 | 5.1.1 Architecture management | 0 |
5.1.10 | 5.1.10 Risk management | 0 |
5.1.11 | 5.1.11 Service financial management | 0 |
5.1.12 | 5.1.12 Strategy management | 0 |
5.1.13 | 5.1.13 Supplier management | 0 |
5.1.14 | 5.1.14 Workforce and talent management | 0 |
5.1.2 | 5.1.2 Continual improvement | 0 |
5.1.3 | 5.1.3 Information security management | 0 |
5.1.4 | 5.1.4 Knowledge management | 0 |
5.1.5 | 5.1.5 Measurement and reporting | 0 |
5.1.6 | 5.1.6 Organizational change management | 0 |
5.1.7 | 5.1.7 Portfolio management | 0 |
5.1.8 | 5.1.8 Project management | 0 |
5.1.9 | 5.1.9 Relationship management | 0 |
5.2.1 | 5.2.1 Availability management | 0 |
5.2.10 | 5.2.10 Service catalogue management | 0 |
5.2.11 | 5.2.11 Service configuration management | 0 |
5.2.12 | 5.2.12 Service continuity management | 0 |
5.2.13 | 5.2.13 Service design | 0 |
5.2.14 | 5.2.14 Service desk | 0 |
5.2.15 | 5.2.15 Service level management | 0 |
5.2.16 | 5.2.16 Service request management | 0 |
5.2.17 | 5.2.17 Service validation and testing | 0 |
5.2.2 | 5.2.2 Business analysis | 0 |
5.2.3 | 5.2.3 Capacity and performance management | 0 |
5.2.4 | 5.2.4 Change control | 0 |
5.2.5 | 5.2.5 Incident management | 0 |
5.2.6 | 5.2.6 IT asset management | 0 |
5.2.7 | 5.2.7 Monitoring and event management | 0 |
5.2.8 | 5.2.8 Problem management | 0 |
5.2.9 | 5.2.9 Release management | 0 |
5.3.1 | 5.3.1 Deployment management | 0 |
5.3.2 | 5.3.2 Infrastructure and platform management | 0 |
5.3.3 | 5.3.3 Software development and management | 0 |
CONCEPTS | Chapter 2 key concepts: service management, value, stakeholders, products and services, service relationships, outcomes, costs, risks, utility and warranty | 0 |
DIMENSIONS | The four dimensions of service management and the external factors | 0 |
FRAMEWORK | ITIL 4: what it is, who publishes it, its editions, and what is held | 0 |
GROUP-GEN | General management practices (14) | 0 |
GROUP-SVC | Service management practices (17) | 0 |
GROUP-TECH | Technical management practices (3) | 0 |
PRINCIPLES | The seven guiding principles | 0 |
SCHEME | The certification scheme, the Foundation syllabus and the practice guides | 0 |
SVS | The service value system overview: opportunity and demand in, value out | 0 |
VALUE-CHAIN | The service value chain: six interconnected activities | 0 |