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ITIL® 4
Foundation
Revision Guide
ITIL®
OFFICIAL
PUBLISHER
ITIL® 4
Foundation
Revision Guide
Published by TSO (The Stationery Office), part of Williams Lea,
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Contents
Foreword v
Acknowledgements vi
About this guide vii
1 Introduction 1
1.1 IT service management in the modern world 1
1.2 ITIL 4 1
1.3 Structure and benefits of ITIL 4 2
2 Key concepts of service management 4
2.1 Key definitions 4
2.2 Creating value with services 4
2.3 Service relationships 6
3 The ITIL guiding principles 8
3.1 The nature of the guiding principles 8
3.2 Use of guiding principles 9
4 The four dimensions of service management 21
4.1 Organizations and people 21
4.2 Information and technology 23
4.3 Partners and suppliers 24
4.4 Value streams and processes 25
4.5 External factors 26
5 The ITIL service value system 27
5.1 Purpose 27
5.2 Overview of the SVS 27
iii
ITIL 4 Foundation Revision Guide
6 Service value chain 31
6.1 Purpose 31
6.2 Overview of the service value chain 32
7 ITIL management practices 42
7.1 Purpose statements 42
7.2 Definition of terms 45
7.3 Understanding the ITIL management practices 46
8 Taking the Foundation examination 72
8.1 Purpose of the ITIL 4 Foundation examination 72
8.2 Examination overview 72
8.3 Question types 73
8.4 Examination modalities 78
9 The ITIL 4 certification scheme 80
9.1 ITIL Foundation 80
9.2 ITIL Managing Professional stream 81
9.3 ITIL Strategic Leader stream 84
9.4 ITIL Master 86
9.5 ITIL and the T-shaped individual 86
10 ITIL 4 Foundation syllabus 88
Further information 94
Index 97
iv
Foreword
ITIL has always been about common sense and practical stuff that works.
For many in IT service management, ITIL has provided indispensable
guidance in delivering great IT and customer services. The world and
our industry keep changing, and ITIL 4 offers a new, updated approach to
building and running technology-enabled services, using elements of
Lean, DevOps, and Agile, along with other ITSM practices and processes.
For many experienced practitioners, there is always a need to check and
use trusted reference sources when re-training, and also when delivering
services. In addition, there are a number of new concepts and areas of
content to study in ITIL 4.
For those new to service management, it is helpful to have a simple,
easy-to-use source of reference information to support the learning
process. This revision guide has two functions: as a handy, quick
reference, and as an aide-memoire:
●● to support your learning and training process – for quick revision
●● to support your work and practice of service management – for
ongoing reference.
For many years I carried the original itSMF ITIL Foundation Handbook
(Little ITIL) in my laptop bag and used it regularly to jog my memory.
This revision guide follows in the same tradition: a ready companion for
those studying the ITIL 4 guidance.
I hope it will similarly serve you well for many years to come.
Barclay Rae
ITIL 4 architect team
v
Acknowledgements
Authors
Alison Cartlidge Sopra Steria
Barry Corless Global Knowledge
Mark Lillycrop itSMF UK
Vernon Lloyd Somerset CC Ltd
Nargis Mirza UK Home Office
Editors
Alison Cartlidge Sopra Steria
Mark Lillycrop itSMF UK
Reviewers
Karen Brusch Nationwide Building Society
Rosemary Gurney Global Knowledge
Richard Horton National Institute for Health Research
Barclay Rae Independent consultant
Stuart Rance Optimal Service Management
Takashi Yagi Hitachi
vi
About this guide
This guide is a revision aid for candidates taking the ITIL 4 Foundation
qualification. It has been specifically designed to support focused
revision immediately before the examination.
ITIL 4 Foundation Revision Guide is not intended to replace the more
detailed ITIL Foundation: ITIL 4 Edition (AXELOS, 2019) or to be a
substitute for a course provider’s training materials. The contents are
aligned with the learning requirements in the ITIL 4 Foundation
candidate syllabus (January 2019).
ITIL Foundation introduces the ITIL 4 framework for the management of
modern IT-enabled services, an end-to-end operating model for the
creation, delivery, and continual improvement of IT-enabled products
and services. It also provides an understanding of how ITIL has evolved
to adopt modern technologies and ways of working.
The guidance in this publication is not exhaustive, but is a précis of the
essential learning required for the ITIL 4 Foundation examination,
following and complementary to the ITIL 4 Foundation training course.
It also includes some useful information that, while not required by the
examination syllabus, is helpful to know. This is indicated by the
following symbol.
vii
1
Introduction
1.1
IT service management in the modern world
Services create and provide value for organizations and their customers.
Most services today are IT-enabled, which means that improving and
developing IT service management capabilities can deliver enormous
benefit for an organization.
Technology advancements mean that IT has become a significant
business driver and often delivers competitive advantage, raising the
profile of IT service management to a strategic capability. To remain
successful, many organizations are undertaking major transformational
programmes to exploit these opportunities, often referred to as ‘digital
transformations’. Through this, information and technology are becoming
fully integrated across the organization, breaking down silos. It is also
driving an increasing need for operational agility and velocity within the
organization. However, this must be carefully balanced with the need for
stability and predictability.
Service management is changing to address and support this
organizational shift, to ensure opportunities from new technologies and
new ways of working are maximized. As service management is
evolving, so is ITIL, the most widely adopted guidance on IT service
management (ITSM) in the world.
1.2
ITIL 4
ITIL 4 is the latest evolution of ITSM best practice. ITIL 4 reshapes the
established ITIL framework in the wider context of customer experience,
value streams, and digital transformation, embracing new ways of
working, such as Lean, Agile, and DevOps.
1
