AXELOS - ITIL Foundation (4th edition)

ACKNOWLEDGEMENTS

Acknowledgements

AXELOS Ltd is grateful to everyone who has contributed to the development of this guidance and in particular would like to thank the following people.

Authoring team

Roman Jouravlev

Roman works at AXELOS as a portfolio development manager, responsible for the continual development of ITIL. He joined AXELOS in 2016 after working for more than 15 years in ITSM, mostly in Russia, as a trainer, consultant, quality manager, and (many years ago) service desk manager. Roman has authored and translated several books and many articles on IT service management.

Akshay Anand

Akshay is a product ambassador at AXELOS, working on the development of new guidance and research within the ITSM portfolio. With experience from the US, UK, and India, he previously advised Fortune 100 clients on their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address the challenges posed by emerging technologies. He tweets as @bloreboy.

Jos Carmona Orbezo

Jos works at AXELOS as head of product management, responsible for shaping the strategy and vision of the AXELOS product portfolio. He joined AXELOS in 2016, after completing his MBA at Manchester Business School. His background as a commercial strategist entails product management, product launch, licensing, marketing, branding, and consumer engagement.

Erin Casteel

Erin is a specialist in service management and integration, organizational governance, and cybersecurity. She is passionate about helping organizations to build, run, and improve integrated, organizational ecosystems that enable increased agility, resilience, and velocity. Erin is particularly focused on systems thinking, enterprise architecture, and organizational culture to support digital transformation. Since 2006, Erin has contributed to the development of ISO/IEC 20000, has chaired the ISO/IEC working group, and has edited and contributed to the ISO/IEC 27000 series of standards for information security management.

Mauricio Corona

Dr Corona is an experienced IT and ITSM professional, considered as one of the top 25 thought leaders in technical support and service management, and as one of the top 100 influencers in IT service management. He holds 19 ITIL certifications as well as certifications in COBIT, ISO 20000 and 27000, PRINCE2, and MCP. In addition to teaching graduate-level courses in Mexico and conducting scientific research related to digital transformation, Dr Corona is also a well-known international speaker. In 2018 he was appointed as a member of the SDI board as the global chief of transformation.

Troy DuMoulin

Troy is a leading IT governance and service management authority with more than 20 years experience in executive IT service management training and consulting. Troy is a frequent public speaker, and is a published author and contributor to multiple ITSM and Lean IT books, such as Defining IT Success through the Service Catalog (2007), ITILV3 Planning to Implement IT Service Management (2010) and ITIL Continual Service Improvement (2011). Troy was recently named as one of the top 25 industry influencers in tech support.

Philip Hearsum

Philip joined the Office of Government Commerce (later to become the Cabinet Office) in 2010. In 2013, AXELOS was born as a partnership between the Cabinet Office and Capita, and Philip moved into the role he holds today as ITSM portfolio manager. Philip is a member of the UK working group for ISO 20000. He holds the ITIL V2 Manager, V3 Expert, PRINCE2 Practitioner, RESILIA, M_O_R, ITIL Practitioner and ISO 20000 consultant certifications. He was also involved in the ITIL 2011 update, in the role of project quality assurance.

Lou Hunnebeck

An ITIL expert with more than 30 years experience in the service industries, Lou is a principal adviser at DXC Fruition. Her passion for improving how we do what we do has led her to IT service management from a background of process consulting, training, and service management systems consulting. Devoted to advancing the art and practice of service management, Lou served as the author of ITIL Service Design (2011), was on the ITIL senior examination panel, served on the architect team, and was co-author for ITIL Practitioner Guidance (2016). Lou speaks regularly at industry meetings to spread the message of ITSM.

Margo Leach

Margo joined AXELOS in 2016, bringing diverse experience in new product delivery, product management, and digital and business transformation. Previously responsible for market-leading product portfolios and business-wide transformations, Margo has since been instrumental in the development and management of the PPM and ITSM portfolios at AXELOS. Leading the entire product function, recent successes include the release of Managing Successful Projects with PRINCE2 (2017), the ongoing evolution of the ITIL 4 programme, and the further development with key partners of global markets for AXELOS.

Barclay Rae

Barclay is an experienced ITSM consultant, analyst, and writer. He has worked on approximately 700 ITSM projects over the last 25 years, and writes blogs and research and white papers on ITSM topics for a variety of industry organizations and vendors. Barclay is a director of EssentialSM and was CEO of it SMF UK from 2015 to 2018. He is also a co-author of the SDI SDC certification standards, a participant in the current ISO/IEC 20000 revision, and a co-architect of the ITIL Practitioner scheme. Barclay is an associate of SDI (as a consultant and auditor) and is a member of the SDI strategic advisory board.

Stuart Rance

Stuart is a consultant, author, and expert in ITSM and information security management. He was an author for ITIL Practitioner (2016), RESILIA: Cyber Resilience Best Practice (2015), and ITIL Service Transition (2011). Stuart is an examiner for RESILIA and ITIL, and teaches these as well as CISSP and others. Stuart also provides consulting to organizations of all sizes, helping them use ideas from IT service management and information security management to increase the value they create for themselves and their customers.

Takashi Yagi

Takashi is a service management professional based in Japan, and was one of the core members of it SMF Japan that was established in 2003. He has been proactive in the promotion of IT service management best practice through the translation of ITIL books, including ITIL V2, ITIL V3, and the ITIL 2011 editions. Takashi is also active in the ISO world, working as the convener for the Special Committee 40 Working Group 2 in Japan, which focuses on the maintenance and development of ISO/IEC 20000. He served as the co-editor for the recently published ISO/IEC 20000-1.

The ITIL storyline

Katrina Macdermid

Katrina is an ITIL4 global ambassador, author, and creator of an innovative integrated framework, human-centred ITIL service design. She is an ITIL Master, with a solid background in designing and implementing innovative IT operating models which put the customer experience at the heart of all ITIL processes. Katrina has been responsible for the successful implementation of key strategic programmes and integrated service management in Australias largest and iconic global organizations. She is a well-known conference speaker on human-centred ITIL service design.

Project team