ITIL® 4 is the first significant update to the leading IT service management(ITSM) and digital service management framework since 2011. Drawing on extensive input from industry experts around the globe—including 150 content writers, reviewers, and contributors—ITIL 4 includes practical guidance on how to tailor your IT management strategy in an increasingly complex business environment.
How Service Value System (SVS) can help various components of an organization work together to create value for customers.
Seven guiding principles for building a resilient organization able to quickly adapt to changing business needs.
Four dimensions of service management required to take a holistic approach to service delivery.
Thirty-four ITIL management practices that can help you achieve your business goals.
Dr. Corona is an experienced ITSM professional, considered one of the top 25 thought leaders in technical support and service management, and one of the top 100 influencers in ITSM. He holds 20 ITIL certifications as well as certifications in COBIT; ISO 20000 and 27000; PRINCE2; and MCP. Besides teaching graduate-level courses at several universities, and conducting scientific research related to digital transformation, Dr. Corona is also a well-known international speaker. In 2018, he was appointed to the Service Desk Institute board as the global chief of transformation.