Chapters 15
- 2.1 Value and value co-creation
- 2.2 Organizations, service providers, service consumers, and other stakeholders
- 2.3 Products and services
- 2.4 Service relationships
- 2.5 Value outcomes, costs, and risks
- 4.1 Service value system overview
- 4.2 Opportunity, demand, and value
- 4.3 The ITIL guiding principles
- 4.4 Governance
- 4.5 Service value chain
- 4.6 Continual improvement
- 5.1 General management practices
- 5.2 Service management practices
- 5.3 Technical management practices
- 5. ITIL management practices
Summaries 13
- Deployment Management
- General Management Practices
- Infrastructure and Platform Management
- Introduction to ITIL 4
- ITIL 4 Management Practices
- Key Concepts of Service Management
- Service Management Practices
- Software Development and Management
- Technical Management Practices
- The Four Dimensions of Service Management
- The Guiding Principles of ITIL
- The ITIL Service Value Chain
- The ITIL Service Value System (SVS)
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