1 Introduction 

1.1 IT service management in the modern world 

1.2 About ITIL 4 

1.3 The structure and benefits of the ITIL 4 framework 

1.3.1 The ITIL SVS 

1.3.2 The four dimensions model 

2 Key concepts of service management

2.1 Value and value co-creation 

2.1.1 Value co-creation 

2.2 Organizations, service providers, service consumers, and other stakeholders 

2.2.1 Service providers 

2.2.2 Service consumers

2.2.3 Other stakeholders 

2.3 Products and services 

2.3.1 Configuring resources for value creation

2.3.2 Service offerings

2.4 Service relationships

2.4.1 The service relationship model

2.5 Value: outcomes, costs, and risks

2.5.1 Outcomes

2.5.2 Costs

2.5.3 Risks

2.5.4 Utility and warranty 

2.6 Summary 

3 The four dimensions of service management

3.1 Organizations and people

3.2 Information and technology 

3.3 Partners and suppliers

3.4 Value streams and processes 

3.4.1 Value streams for service management 

3.4.2 Processes 

3.5 External factors 

3.6 Summary

4 The ITIL service value system 

4.1 Service value system overview 

4.2 Opportunity, demand, and value 

4.3 The ITIL guiding principles 

4.3.1 Focus on value 

4.3.2 Start where you are 

4.3.3 Progress iteratively with feedback 

4.3.4 Collaborate and promote visibility 

4.3.5 Think and work holistically 

4.3.6 Keep it simple and practical 

4.3.7 Optimize and automate 

4.3.8 Principle interaction 

4.4 Governance 

4.4.1 Governing bodies and governance 

4.4.2 Governance in the SVS 

4.5 Service value chain 

4.5.1 Plan  

4.5.2 Improve 

4.5.3 Engage 

4.5.4 Design and transition 

4.5.5 Obtain/build 

4.5.6 Deliver and support 

4.6 Continual improvement  

4.6.1 Steps of the continual improvement model 

4.6.2 Continual improvement and the guiding principles 

4.7 Practices 

4.8 Summary  

5 ITIL management practices  

5.1 General management practices 

5.1.1 Architecture management 

5.1.2 Continual improvement  

5.1.3 Information security management 

5.1.4 Knowledge management 

5.1.5 Measurement and reporting 

5.1.6 Organizational change management 

5.1.7 Portfolio management 

5.1.8 Project management 

5.1.9 Relationship management 

5.1.10 Risk management  

5.1.11 Service financial management 

5.1.12 Strategy management  

5.1.13 Supplier management 

5.1.14 Workforce and talent management 

5.2 Service management practices 

5.2.1 Availability management 

5.2.2 Business analysis 

5.2.3 Capacity and performance management 

5.2.4 Change control 

5.2.5 Incident management 

5.2.6 IT asset management 

5.2.7 Monitoring and event management 

5.2.8 Problem management 

5.2.9 Release management 

5.2.10 Service catalogue management 

5.2.11 Service configuration management 

5.2.12 Service continuity management 

5.2.13 Service design 

5.2.14 Service desk 

5.2.15 Service level management 

5.2.16 Service request management 

5.2.17 Service validation and testing 

5.3 Technical management practices 

5.3.1 Deployment management 

5.3.2 Infrastructure and platform management 

5.3.3 Software development and management 

End note: The ITIL story, one year on 1

Appendix A: Examples of value streams 

Further research 

Glossary