Key Concepts
12-13%of exam
Guiding Principles
15%of exam
7 PrinciplesFocus on ValueKeep It SimplePrinciple PickerIterate + Feedback
Dimensions + SVS
12-13%of exam
ITIL Practices
60%of exam
IncidentProblemChange EnablementService RequestPractice Picker
Quick Facts
- Exam
- ITIL 4 Foundation
- Questions
- 40 MCQ
- Time
- 60 min
- Pass
- 65% (26/40)
- Format
- Closed book
- Prereqs
- None
- Body
- PeopleCert / AXELOS
- Non-native
- 75 min
Utility vs Warranty
Utility
- Fit for purpose
- What it does
- Functionality
Warranty
- Fit for use
- How well
- Availability + capacity
What vs how well
Key Concept Words
- Service
- Enables outcomes for customer
- Value
- Perceived benefits + importance
- Outcome
- Result for stakeholder
- Output
- Tangible deliverable
- Cost
- Money spent
- Risk
- Possible loss or uncertainty
- Utility
- Fit for purpose
- Warranty
- Fit for use
- Product
- Configured resources bundle
Output vs Outcome
Output
- Tangible deliverable
- Activity produces it
- A thing
Outcome
- Result for stakeholder
- Enabled by output
- The benefit
Deliverable vs result
Service Relationship
- Service provider
- Supplies the service
- Service consumer
- Receives the service
- Customer
- Defines + approves needs
- User
- Uses the service
- Sponsor
- Authorizes budget
- Service offering
- Goods, access, actions
- Co-creation
- Value built together
Value vs Cost
Value
- Perceived benefit
- Importance to consumer
- Co-created
Cost
- Money spent
- Resource consumed
- Removed or imposed
Benefit vs spend
7 Guiding Principles
Value, Start, Iterate, Collaborate, Holistic, Simple, Optimize
Focus on valueStart where you areIterate + feedbackCollaborate + visibilityThink holisticallyKeep it simpleOptimize + automate
Which Guiding Principle?
- Unsure of benefit→Focus on value
- Tempted to rebuild→Start where you are
- Big risky rollout→Iterate + feedback
- Teams in silos→Collaborate + visibility
- Narrow local fix→Think holistically
- Process too complex→Keep it simple
- Manual repetitive work→Optimize + automate
7 Guiding Principles
- Focus on value
- Everything links to value
- Start where you are
- Reuse what exists
- Iterate + feedback
- Small steps, learn fast
- Collaborate + promote visibility
- Right people, no silos
- Think + work holistically
- Whole system view
- Keep it simple
- Remove what adds nothing
- Optimize + automate
- Improve first, then automate
Four Dimensions
Orgs, Info/Tech, Partners, Value streams
Orgs + peopleInfo + technologyPartners + suppliersValue streams + processes
Four Dimensions
- Orgs + people
- Roles, culture, structure
- Info + technology
- Data, tools, systems
- Partners + suppliers
- External relationships
- Value streams + processes
- How work flows
- PESTLE factors
- External constraints
Value Chain Activities
Plan, Improve, Engage, Design, Obtain, Deliver
PlanImproveEngageDesign + transitionObtain / buildDeliver + support
SVS Components
- Guiding principles
- Recommendations for action
- Governance
- Direct + control org
- Service value chain
- Operating model
- Practices
- 34 capability sets
- Continual improvement
- Ongoing alignment
- Opportunity / demand
- SVS input
- Value
- SVS output
SVS Components
Principles, Governance, Chain, Practices, Improvement
Guiding principlesGovernanceService value chainPracticesContinual improvement
Service Value Chain
- Plan
- Set vision + direction
- Improve
- Continual improvement
- Engage
- Stakeholder relationships
- Design + transition
- Meet expectations
- Obtain / build
- Components available
- Deliver + support
- Agreed services delivered
Improvement Model Steps
- What's the vision?
- Link to objectives
- Where are we now?
- Baseline assessment
- Where do we want?
- Measurable targets
- How do we get there?
- Plan actions
- Take action
- Execute improvement
- Did we get there?
- Check measures
- Keep momentum
- Embed + repeat
Incident vs Problem
Incident
- Restore service
- Speed matters
- Single event
Problem
- Find cause
- Reduce recurrence
- Underlying reason
Restore now vs prevent later
Which Practice?
- Restore service fast→Incident mgmt
- Find root cause→Problem mgmt
- Authorize a change→Change enablement
- Standard service request→Service request mgmt
- Single contact point→Service desk
- Set service targets→Service level mgmt
- Protect information→Info security mgmt
- Track asset lifecycle→IT asset mgmt
- Make release available→Release mgmt
Most-Tested Practices
- Incident mgmt
- Restore service fast
- Problem mgmt
- Reduce incident likelihood
- Change enablement
- Maximize successful changes
- Service request mgmt
- Handle standard requests
- Service desk
- Single point contact
- Service level mgmt
- Set + monitor targets
- Continual improvement
- Ongoing alignment to needs
- Monitoring + event mgmt
- Observe, classify events
Request vs Incident
Service request
- Planned, normal
- User-initiated ask
- Standard delivery
Incident
- Unplanned interruption
- Something broke
- Restore service
Normal ask vs broken
Which Change Type?
- Low risk, repeatable→Standard change
- Needs assessment→Normal change
- Urgent, can't wait→Emergency change
- Pre-approved procedure→Standard change
- Restore failed service→Emergency change
Other Key Practices
- Info security mgmt
- Protect information (CIA)
- Relationship mgmt
- Link stakeholders
- Supplier mgmt
- Manage vendors, contracts
- IT asset mgmt
- Track asset lifecycle
- Service config mgmt
- Accurate CI info
- Release mgmt
- Make features available
- Deployment mgmt
- Move components to live
- Service catalogue mgmt
- Single source services
Known Error vs Workaround
Known error
- Cause identified
- Analyzed problem
- Documented
Workaround
- Reduces impact
- Temporary fix
- No root resolution
Cause known vs temporary fix
Incident + Problem Terms
- Incident
- Unplanned interruption / degradation
- Problem
- Cause of incidents
- Known error
- Analyzed problem, cause found
- Workaround
- Temporary reduce impact
- Major incident
- High impact, urgent
- Swarming
- Many specialists collaborate
- Escalation
- Route to right team
Change Types
- Standard change
- Pre-authorized, low risk
- Normal change
- Assessed + authorized
- Emergency change
- Fast-tracked, urgent
- Change authority
- Approves a change
- Change schedule
- Plan + avoid conflicts
Common Traps
Incident vs problem
Incident restores service ≠ Problem finds cause
Output vs outcome
Output is deliverable ≠ Outcome is result
Utility vs warranty
Utility = purpose ≠ Warranty = use
Enablement not management
ITIL 4: change enablement ≠ Not change management
Request vs incident
Request is planned ≠ Incident is broken
Practices not processes
ITIL 4 has practices ≠ v3 had processes
Last Minute
- 1.7 principles, 4 dimensions, 6 activities
- 2.Dimensions: orgs, tech, partners, streams
- 3.Chain: plan, improve, engage, deliver
- 4.SVS: principles, governance, chain, practices, improvement
- 5.34 practices: general, service, technical
- 6.Pass = 26 of 40
- 7.No negative marking; answer all
- 8.Incident restores; problem finds cause
- 9.Utility = purpose; warranty = use
- 10.Changes: standard, normal, emergency
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