ITIL 4 Foundation covers the structure of the ITIL framework. This is a plain-English summary; PeopleCert’s official syllabus is authoritative.
Key concepts of service management
Value, services and products, outcomes, costs, risks, utility and warranty, and the service relationship.
The four dimensions of service management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
The 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.
The service value system and value chain
The SVS and its six value-chain activities: plan, improve, engage, design and transition, obtain/build, and deliver and support.
ITIL practices
The purpose of key practices, especially incident management, change enablement, service request management, problem management, the service desk, service level management, and continual improvement.