A final-revision summary for ITIL 4 Foundation. Study aid only — the exam is closed-book.
Seven guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
Four dimensions
Organisations and people · Information and technology · Partners and suppliers · Value streams and processes.
Service value chain (six activities)
Plan · Improve · Engage · Design and transition · Obtain/build · Deliver and support.
Key practices and their purpose
| Practice | Purpose |
|---|---|
| Incident management | Restore normal service as fast as possible |
| Change enablement | Maximise successful changes, manage risk |
| Service request management | Handle predefined user requests |
| Problem management | Reduce incidents by finding root causes |
| Service desk | The single point of contact for users |
| Continual improvement | Continually align services with needs |
Key terms
Value = benefits − (costs + risks) · Utility = fit for purpose · Warranty = fit for use.