ITIL 4 Foundation

Study material

Posted by Debaraj Katuwal on

1️⃣ Introduction to ITIL 4

What is ITIL 4?

ITIL (Information Technology Infrastructure Library) is the world’s most recognized framework for IT Service Management (ITSM).
The framework defines a set of best practices for delivering high-quality IT services that align with business needs and create value for customers.

ITIL 4 (released 2019 by AXELOS, now PeopleCert) updates earlier versions to fit today’s digital, cloud, and agile environments.
It emphasizes:

  • Value co-creation rather than just service delivery

  • Agile, DevOps, and Lean integration

  • End-to-end holistic management through the Service Value System (SVS)

Goals of ITIL 4 Foundation

The Foundation level ensures learners can:

  1. Understand key concepts of service management.

  2. Comprehend the ITIL Service Value System (SVS).

  3. Recognize the four dimensions of service management.

  4. Learn and apply the seven Guiding Principles.

  5. Understand the Service Value Chain (SVC) and how it enables value.

  6. Familiarize with 34 management practices.

  7. Grasp the Continual Improvement model.

2️⃣ Key Concepts of Service Management

Service

A service enables value co-creation by facilitating desired outcomes without customers having to manage specific costs and risks.

Example: A cloud provider lets a company store data without managing servers.

Organization

A person or group that has its own functions, responsibilities, and relationships to achieve objectives. (e.g., a department, a vendor, a business unit)

Service Relationships

ITIL 4 highlights service relationship model involving:

  • Service provider – delivers services

  • Service consumer – uses services

  • Other stakeholders – regulators, partners, etc.

Value, Utility, and Warranty

Term Meaning Example
Value The perceived benefit, usefulness, and importance of something Fast, secure email service
Utility “Fit for purpose” – what the service does Provides communication
Warranty “Fit for use” – how well it performs Reliable, available 24/7
Outcome Result enabled by service Business productivity increase
Output Tangible deliverable The email system itself

Costs and Risks

  • Cost: Resources spent to deliver service.

  • Risk: Potential event causing harm or loss.

Providers manage risks on behalf of customers, though some remain shared.

3️⃣ The Four Dimensions of Service Management

To ensure a holistic approach, ITIL 4 defines four interacting dimensions that must all be considered.

Dimension Focus Example Elements
1. Organizations & People Roles, culture, communication, skills Leadership, training, teamwork
2. Information & Technology Data, automation, tools Monitoring systems, databases
3. Partners & Suppliers External/internal relationships Vendors, contracts, SLAs
4. Value Streams & Processes How activities are organized to deliver value Workflow design, process mapping

Balance across all four is essential for effective service management.

4️⃣ ITIL Service Value System (SVS)

The SVS describes how all components and activities work together to enable value creation.

Components of the SVS

  1. Guiding Principles – universal recommendations

  2. Governance – directs and monitors the organization

  3. Service Value Chain (SVC) – core activities for creating value

  4. Practices – resources & activities for performing work

  5. Continual Improvement – ongoing enhancement mechanism

The SVS operates in a dynamic environment and interacts with external factors (technology, economy, regulations).

5️⃣ The Seven Guiding Principles

These are core philosophies applicable to any organization or initiative.

# Principle Key Idea
1 Focus on Value Everything the org does should directly or indirectly create value for stakeholders.
2 Start Where You Are Don’t reinvent; assess the current state first.
3 Progress Iteratively with Feedback Break work into small, manageable steps; use feedback.
4 Collaborate and Promote Visibility Engage stakeholders, share information transparently.
5 Think and Work Holistically Recognize the whole system; no process or team works in isolation.
6 Keep It Simple and Practical Eliminate unnecessary complexity.
7 Optimize and Automate Improve efficiency, then automate repetitive work.

6️⃣ Governance

Governance ensures alignment between organizational direction and service management.

It has three core activities:

  1. Evaluate – assess current & future circumstances.

  2. Direct – set priorities and strategies.

  3. Monitor – track performance and compliance.

Governance integrates with the SVS to ensure services meet business objectives.

7️⃣ The Service Value Chain (SVC)

The SVC is the operational core of the SVS.
It shows how different activities combine to transform inputs → outputs → value.

Six Activities:

Activity Purpose Typical Outputs
1. Plan Shared understanding of vision, status, direction Policies, strategies, roadmaps
2. Improve Ensure continual improvement Improvement initiatives
3. Engage Understand stakeholder needs & transparency User requirements, feedback
4. Design & Transition Design and transition new/changed services Service designs, release plans
5. Obtain/Build Ensure components available when needed Built components, updated docs
6. Deliver & Support Deliver services effectively Resolved incidents, fulfilled requests

All these interact dynamically—there’s no strict sequence.

8️⃣ Continual Improvement Model (CIM)

Continuous improvement is a core element of ITIL 4.

The 7 Steps:

  1. What is the vision? – Understand strategic goals.

  2. Where are we now? – Assess current state.

  3. Where do we want to be? – Define measurable targets.

  4. How do we get there? – Plan improvements.

  5. Take Action. – Implement changes.

  6. Did we get there? – Evaluate results.

  7. How do we keep the momentum going? – Institutionalize success.

The continual improvement register (CIR) stores ideas, progress, and outcomes.

9️⃣ ITIL 4 Practices

ITIL 4 replaced “processes” with 34 management practices that include organizational resources, tools, people, and workflows.

They are grouped as follows:

🔹 A. General Management Practices (14)

Practice Description
1. Architecture Management Ensures that systems and processes are well-structured and aligned with strategy.
2. Continual Improvement Identifies and executes improvements across all areas.
3. Information Security Management Protects confidentiality, integrity, and availability of information.
4. Knowledge Management Ensures information is available and usable where needed.
5. Measurement and Reporting Provides data-driven insights for decision-making.
6. Organizational Change Management Prepares people for change and minimizes resistance.
7. Portfolio Management Ensures right mix of programs and projects to meet strategic goals.
8. Project Management Plans, monitors, and delivers projects successfully.
9. Relationship Management Maintains good relationships with stakeholders.
10. Risk Management Identifies, assesses, and controls risks.
11. Service Financial Management Plans and controls budgeting and accounting for services.
12. Strategy Management Defines and maintains strategic direction.
13. Supplier Management Ensures suppliers and contracts support service objectives.
14. Workforce & Talent Management Ensures skilled, motivated workforce.

🔹 B. Service Management Practices (17)

Practice Description
1. Availability Management Ensures services meet agreed availability targets.
2. Business Analysis Identifies stakeholder needs and recommends solutions.
3. Capacity & Performance Management Ensures infrastructure can meet current and future demands.
4. Change Enablement (Formerly Change Management) Controls changes to minimize risk.
5. Incident Management Restores normal service operation quickly after incidents.
6. IT Asset Management Tracks and manages assets through their lifecycle.
7. Monitoring & Event Management Detects events and ensures normal operation.
8. Problem Management Prevents recurring incidents by finding root causes.
9. Release Management Makes new or changed services available for use.
10. Service Catalog Management Provides a single source of information on all services.
11. Service Configuration Management Maintains information about configuration items (CIs).
12. Service Continuity Management Ensures services can recover from disasters.
13. Service Design & Transition Designs services that meet customer needs.
14. Service Desk Single point of contact for users and service provider.
15. Service Level Management Ensures services meet agreed SLAs.
16. Service Request Management Handles requests such as password resets, access.
17. Service Validation and Testing Ensures services meet quality and performance expectations.

🔹 C. Technical Management Practices (3)

Practice Description
1. Deployment Management Moves new or changed components to live environments.
2. Infrastructure & Platform Management Manages physical and virtual infrastructure.
3. Software Development & Management Ensures software meets stakeholder needs and quality standards.

🔟 Key Terms and Concepts to Remember

Term Definition
Incident Unplanned interruption or reduction in quality of a service.
Problem Cause or potential cause of one or more incidents.
Known Error Problem with a documented root cause and workaround.
Change Addition, modification, or removal that could affect services.
Event Any detectable occurrence that has significance for IT management.
Service Request User request for information, advice, or access.
Configuration Item (CI) Any component managed to deliver an IT service.
SLA (Service Level Agreement) Agreement between provider and customer about service levels.
OLAs / UCs Internal and supplier agreements supporting SLAs.
Baseline Snapshot used for comparison during improvement.
Workaround Temporary solution for an incident or problem.

1️⃣1️⃣ How ITIL 4 Relates to Agile, Lean, and DevOps

  • Agile: Iterative work, customer collaboration, adaptability.

  • Lean: Eliminating waste, focusing on value stream efficiency.

  • DevOps: Collaboration between development & operations to enable continuous delivery.

ITIL 4 supports and complements all three; it’s not a replacement.

1️⃣2️⃣ ITIL 4 Foundation Exam Details

Attribute Description
Format 40 Multiple-Choice Questions
Time 60 minutes
Passing Score 65% (26 correct answers)
Delivery Online (Proctored) / Test Center
Closed Book Yes
Cost (approx.) $250 USD (varies by region)

Tips:

  • Read each question carefully; eliminate obviously wrong answers.

  • Understand relationships (e.g., SVS ↔ SVC ↔ Practices).

  • Focus on principles and interactions, not memorization.

  • Practice sample exams to build speed and confidence.

1️⃣3️⃣ Example Exam-Style Questions

  1. Which guiding principle recommends assessing current state before making changes?
    A) Focus on value
    B) Start where you are ✅
    C) Collaborate and promote visibility
    D) Optimize and automate

  2. Which value chain activity ensures continual improvement?
    A) Plan
    B) Improve ✅
    C) Design & Transition
    D) Engage

  3. Which practice provides a single point of contact for users?
    A) Incident Management
    B) Service Desk ✅
    C) Problem Management
    D) Change Enablement

  4. What is a problem?
    A) An unplanned interruption
    B) A user request
    C) Cause or potential cause of one or more incidents ✅
    D) Service failure

  5. Which principle encourages working in small steps with feedback?
    A) Think holistically
    B) Keep it simple
    C) Progress iteratively with feedback ✅
    D) Optimize and automate

1️⃣4️⃣ Summary – Bringing It All Together

  • ITIL 4 Foundation introduces the Service Value System (SVS) as a holistic model for creating value.

  • The Four Dimensions ensure balance among people, technology, partners, and processes.

  • The Guiding Principles provide universal advice.

  • The Service Value Chain outlines activities that transform inputs into value.

  • The 34 Practices bring structure, roles, and tools.

  • Continual Improvement keeps everything evolving.

By mastering these concepts, you’ll be able to:

  • Align IT services with business goals.

  • Contribute to digital transformation initiatives.

  • Speak the same language as global ITSM professionals.

  • Pass the ITIL 4 Foundation exam with confidence.

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