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ITIL® Foundation, ITIL 4 edition

ITIL® Foundation, ITIL 4 edition


5CPD Points

Due to the impact of the coronavirus, from 13 April 2020 to 30 June 2021 individuals are now permitted to print PDFs for exams and use PDFs or official e-books on a second e-device (portable digital devices such as smartphones, tablets and laptops) during open book exams.

ITIL is a widely-adopted body of knowledge and best practices for successful IT service management (ITSM) that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps.

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

ITIL Foundation is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice.

The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.

Key features

The guide covers key concepts of service management, the four dimensions of service management, the ITIL service value system, and ITIL management practices.

ITIL Foundation, ITIL 4 Edition will:

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Number of pages:
ISBN: 9780113316076
Price: £45.00
Format: Book
Publication Date: 18 Feb 2019
Availability: Available to order
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Kay Bickell 27 March 2019
A really great in depth guide, which ties together v3 functions and process to practices, including further practices which help towards building a wider fraamework to apply to business
KEZIAH Ikpekhia 29 March 2019
Hello, I bought ITIL 4th edition from your store 4 weeks ago, they charged me twice an sent two books, on arrival by DHL courier I rejected both and informed them immediately for my reimbursement. I had been kept on hold by your customer service and I have not received my refund yet. This has delayed me from proceeding with the certification because of the poor service. I need my refund asap so as to register and buy the e-book.
Fernan Viray Tutor 4 April 2019
I got my copy after 2 weeks of waiting. I'm from philippines. I do hope this and the axelos itil 4 app on my phone would be enough for me to pass the itil 4 foundation certification! :)
John P Custy 14 April 2019
Was asked to participate as an author of ITIL 4 MP CSD book. Also asked to participate as exam writer for MP.
Donatus Ifeanyichukwu Edeh 19 April 2019
I like the ITIL 4 contents, The way the topics are structured makes it easy for better understanding of the concept of ITIL. I also like the fact that ITIL now incorporates Lean, Agile and DevOps into the IT Service management.
Monty Royce Layne Green 16 May 2019
It is well written with some good concepts that helped to address gaps in ITIL v3 2011 edition.
Travis Lin-Wu 8 June 2019
The book mainly focuses on service value system and applies new technology trend. I find it is very useful and will encourage my staff members to read it.
Richard R Rivard 11 June 2019
Additional value stream examples would have been helpful. Some application delivery examples would have been helpful.
Devi Nair 13 June 2019
Additional value stream examples would have been helpful. Some application delivery examples would have been helpful.
Richard Wood 18 July 2019
v4 is an interesting update to the Framework and provides direction for modern Service management. The service level system and the 4 dimensions model brings a clear overview of how to achieve alignment of operations with the overage strategy of the company.The book is well laid out and very clear in its message.
Norbert Baudraz 20 August 2019
usefull book very well structured. Itil foundation V4 passed successfully following this book learning
huckk 18 October 2019
This publication was an excellent resource for studying for the ITIL 4 Foundation exam. I also reference it frequently for my day-to-day work in ITSM
Kaloyan Mironov 19 October 2019
This publication was an excellent resource for studying for the ITIL 4 Foundation exam. The best Self-Study resource to pass ITIL 4 Foundation exam.
Serge Mavuba 7 November 2019
This enabled me to pass the ITIL foundation exam. I encourage anyone with an interest in IT service management to purchase this book.
Brett Andrews 12 December 2019
I have compared this to the pocket guide to ITIL Foundation for v3.
The v3 book includes the key stages for each process, such as Incident and Change Management, with flowcharts. It also includes inputs and outputs.
I consider these significant omissions and would not recommend this book.
Brett Andrews, co-author of "Service Level Management, A Practitioner's Guide, 2nd edition"
Eugene de Moel 16 December 2019
In first instance, it looked too light on with barely touching on the processes as described in ITIL v3.
It is clear that this publication as Foundation works in setting the tone and explaining the new framework with its components. If the mindset is referencing the ITIL v3 Foundation course, then people will be thrown of.
The Framework is good and a logical path in the understanding of how to apply ITIL, which was by the way always intended.
The representation of the Service Value Chain (SVC) is, although well intended, confusing. The model itself is hard to see in its three dimensions (It's all in the eye of the beholder) and the weighting of contribution of the different practices should be represented in clearer way.
Diogo Miguel País Grou Simões Carlos 17 December 2019
I had already studied the ITIL V3 before. In terms of language, knowledge sharing and methods provided by ITIL V4, it is a huge improvement. I consider that ITIL has evolved significantly with this review allowing a better understanding of what should be the good practices in IT Management.
Marcus Claxton 19 February 2020
I have completely read through the ITIL 4 Foundation Guide and have now begun using this as a resource for the basis of implementing ITIL 4 within the IT department that I manage. My intention is now to refer more specifically to the various practice guides to continue the development what we will use here. We have been using the skeleton of ITIL 3 for some time, but v4 will allow us to improve the services that we delivery significantly. This book has been very useful in this process, it is well laid out and easy to read. The v3 books were also good, but I think the v4 foundation has improved significantly on them. This book has been excellent to use in this self study manner.
Robert Haddad 19 February 2020
The ITIL 4 Foundation guide offers great explanations and visuals to help individuals understand the framework.
Brendan Ryan 21 February 2020
The book had a nice flow to it, complimenting what I had available in my study guide from the training class that I took. Having the case study embedded in the book was a nice feature as well.
LIANG GAO 24 March 2020
Self study is a very good and flexible way to improving ourselves. This book as the standard edition of ITIL including many best practice and good method of IT service management work, give me a lot of guidance in my work and up to date of the ITIL process. I have completed read of this book for a week and introduce it to my team and colleagues to follow the best practice for their daily work.
Justin Wing 10 April 2020
The text was well written and clear. Compared to the massive amount of v3 readings, this was much more digestible. The focus on value will greatly help in my current work.
Kun Wu 31 May 2020
By studying the ITIL Foundation, I have a more comprehensive understanding of the service value system and a deeper understanding of the many practical activities involved in the previous work. I think this can provide me with more references in IT management positions.
Malachy Gagnon 12 June 2020
The book was excellently written covering a great deal of concepts and details, but conveyed in such a way that was easy to understand. It serves as a great resource (i.e. desktop guide) for practical applications, not just for exam preparations. The only real reservation I have, which could ultimately be by design, is between this publication and the associated mobile app, it made up for about a solid 25% of the exam. Reading it thoroughly and learning the concepts within carried me through the exam, if the intent of this publication is to also serve as an exam study guide, it would be nice for the reader if some of the specific topics that are subject to exam were identified. This wasn't always the case, but there were a couple references within the exam to a cryptic sentence in a paragraph at the end of the page, no highlights, no bolds, no borders. Easy to miss, which could all be done by design, ensuring reading was done in completion. Nevertheless an excellent publication and a worthwhile investment in a valuable product.
Benjamin Bentley 12 August 2020
Easy to understand with good working examples. Made the adjustment from V3 to V4 easier.
Joanne Boucher 23 September 2020
I have had to read this book several times in order to shift my approach away from the V3 2011.
Lyju Thomas 21 October 2020
Good book to study for ITIL foundation exam
Jason Davis 26 November 2020
The course that i took was through PeopleCert and I found that their training was perfect for ITIL. Their training on top of reading the book has given me a strong understanding of ITIL foundation.
Esnaldo Villalobos Pineda 5 January 2021
The book was easy to read and comprehend. There are a lot of technical terms that I need to keep studying but for the most part it is a great book.
Thomas Ullrich 30 January 2021
A good basis for deepening your knowledge.
Lee Newton 3 March 2021
Not a bad book, should have some questions in it with regards to the exam.
Christian Johnson 14 April 2021
Useful review material prior to training, practical references are interesting from a business perspective. Some aspects are a little dry on the first pass, needing a secondary read through to grasp the various intricacies. I actually found this book more useful as a reference after reading through a number of the intermediate books, as the level of detail is occasional, granted intentionally, shallow.
PIERRE VERON YAO 29 April 2021
Consolidation in progress. I would like the book to be much more detailed than it is so far with more detailed processes.
Anselmo Esposito 26 May 2021
the book was really exiting. I was able to learn the ITIL 4 fundamentals in order to pass the exam and start to use them in my daily job activities.
Inas Taha 8 June 2021
Migrated my mindset from ITIL v3 to ITIL 4 - It is easy to follow and full of detailed inclusive ITIL 4 information that can be used in the practical world not just to pass the exam
Rudy Rohde 26 June 2021
Self-Study of the entire book following by the creation of a PowerPoint presentation. The presentation contained an introduction into the SVS and SVC, including the Guiding Principles. Further content: definitions and explanations of the practices relevant to the ITIL Foundation certificate. Additional content: history / timeline of ITIL in context with the ISO20000.
The presentation was used in two company internal training sessions, preparing 7 colleagues within a total of 5 hours prior to attending a accredited training course for ITIL Foundation, conducted by the company Maxpert (Germany)
Henry Martínez 13 July 2021
The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.
Sam Hutchings 14 July 2021
I used this book to prepare for my ITIL Foundation v4 Exam on the 20th of June 2021.
Aric Joshua 13 September 2021
A fantastic in-depth reference that connects v3 functions and processes to practices, as well as additional practices that aid in the development of a larger framework to apply to the company. <a href="https://cookieclicker2.io">cookie clicker</a>