ITIL 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working. ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts. Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It: Provides definitions of the key terms and concepts used in ITIL 4; Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and Explains the key figures and diagrams in the ITIL syllabus. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus, including: Replacing change control with change enablement throughout; The removal of IT from the definition of a change; and Updating definitions for customer, sponsor and user. Start preparing for your ITIL Foundation exam order your copy today. ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. Autorid: Claire Agutter, Katie Villa