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      Reproduced under license from AXELOS: diagrams 1 (7), 2, 3, 9, 10 and 11.

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       Foreword

      This pocket guide delivers a concise summary of ITIL 4, published in 2019. It is based on the ITIL® Foundation, ITIL 4 edition and the associated training instructions, providing the ultimate fit in terms of preparing for the ITIL 4 Foundation exam. If you’re not preparing for the exam, it offers a quick reference to the basic concepts of ITIL 4.

      This pocket guide will provide readers with an awareness of the ITIL 4 service management framework, by understanding:

      ■ the key concepts of service management

      ■ how the seven ITIL guiding principles can help an organization adopt and adapt service management

      ■ the four dimensions of service management

      ■ the purpose and components of the ITIL service value system

      ■ the six activities of the service value chain, and how they interconnect

      ■ the purpose and key terms of 15 of the 34 ITIL practices

      ■ seven of these 15 ITIL practices in detail

      All requirements for the ITIL 4 Foundation exam are covered in this pocket guide. Chapter 6 describes these requirements. The pocket guide delivers all information on the material you need to know at Blooms level 1 (recall/define) together with the material you need to understand at Blooms level 2 (describe/explain). Please note that this pocket guide represents the content of the ITIL 4 Foundation Exam Specification of January 2019. If any new version is subsequently released after that date, students should study the differences.

      It also provides support for anyone who has knowledge of previous ITIL editions and is looking for a bridge to the new edition. ITIL 4 took a big leap into the modern world of IT service management, covering the latest principles and practices in a customer-focused, service-centric way, enabling Agile principles for the maximum support of any business.

      If you want to use this pocket guide as a preparation for the ITIL 4 Foundation exam, please focus on the standard (black) text. All content that is beyond the basic exam requirements is formatted in a different way, as slightly colored text (as in this paragraph). This will support you even more in using this pocket guide in your preparations for the exam.

      I’m convinced that this pocket guide will provide an excellent reference tool for practitioners, students and others who want a concise summary of the key ITIL 4 concepts.

       Acknowledgements

      Following the official publication of ITIL 4, this pocket guide was developed as an update of the well-known ITIL V2 and V3 pocket guides, produced by the same editors.