About ITIL 4 Foundation Certification
The Information Technology Infrastructure Library (ITIL) is a globally recognized framework for managing IT services that align with business needs.
ITIL 4 focuses on service management through value co-creation, agility, and continual improvement, blending traditional and modern digital practices.
The ITIL 4 Foundation Certification introduces key concepts, principles, and practices to help organizations deliver value efficiently while adapting to business change.
Getting Started#
Here’s an approach that worked for me:
- Start by watching "Value Insights ITIL 4 Exam Prep" listed in 'Recommended Resources'.
- Take a practice test to identify knowledge gaps.
- Review missed topics, then study targeted videos and re-test to reinforce learning.
- Use flashcards and summaries for daily review — they’re invaluable for terminology-heavy content.
Recommended Resources:
- Udemy: Jason Dion ITIL 4 Practice Exams↗
- Quizlet: ITIL 4 Definitions Flashcards↗
- YouTube: Value Insights ITIL 4 Exam Prep↗
Take multiple short practice exams and focus your review on the sections you missed most. ITIL is heavy on terminology — repetition helps.
Key Exam Information#
Exam Name: ITIL 4 Foundation
Exam Code: AXELOS ITIL4
Question Format: Multiple Choice (40 Questions)
Duration: 60 Minutes
Passing Score: 65% (26 Correct Answers)
Delivery: Online / Testing Center
Expect questions centered on service value systems, guiding principles, and key practices. Memorization alone won’t help — apply the concepts to real-world examples.
Key Concepts and Definitions#
Understanding ITIL’s foundational concepts is essential before diving into the service value system and practices.
Service Management#
A set of specialized organizational capabilities for delivering value to customers through services.
Value#
The perceived benefit and importance of something — co-created between provider and consumer.
Service#
A means of enabling value co-creation by facilitating outcomes customers want, without them managing specific costs or risks.
Customer, User, Sponsor#
- Customer: Defines service requirements and accepts results.
- User: Directly uses the service.
- Sponsor: Authorizes or funds the service.
Utility and Warranty#
- Utility: Fit for purpose — the service does what it’s meant to do.
- Warranty: Fit for use — the service is reliable, secure, and available as expected.
Value = Utility + Warranty (+ Perception)
Risk and Cost#
- Risk: Uncertainty of outcome, can be positive (opportunity) or negative (threat).
- Cost: What a customer invests or sacrifices to consume a service.
Every ITIL decision revolves around value, risk, and cost — understand how they interact.
The Four Dimensions of Service Management#
These four dimensions ensure a balanced approach to service management:
| Dimension | Focus | Example |
|---|---|---|
| Organizations & People | Roles, structure, culture, and communication | Skills, leadership, decision-making |
| Information & Technology | Tools and data supporting service delivery | ITSM software, databases |
| Partners & Suppliers | External relationships and vendor dependencies | Contracts, SLAs |
| Value Streams & Processes | Activities that create and deliver value | Incident management, service requests |
PESTLE (Political, Economic, Social, Technological, Legal, Environmental) factors influence these dimensions externally.
The Service Value System (SVS)#
The Service Value System converts opportunity and demand into actual value through a combination of guiding principles, governance, practices, and continual improvement.
Components:
- Guiding Principles: Universal recommendations for decision-making.
- Governance: Directs and controls organizational behavior.
- Service Value Chain (SVC): Activities that create, deliver, and support services.
- Practices: Organizational resources to perform work.
- Continual Improvement: Ensures services evolve with business needs.
Understand how the Service Value Chain fits within the SVS — it’s a common test question.
Guiding Principles#
These are universal truths that apply across all organizations and circumstances:
- Focus on Value — Everything must align to value creation.
- Start Where You Are — Use existing resources before reinventing.
- Progress Iteratively with Feedback — Take small, feedback-driven steps.
- Collaborate and Promote Visibility — Communicate transparently.
- Think and Work Holistically — View services as part of a larger ecosystem.
- Keep it Simple and Practical — Avoid unnecessary complexity.
- Optimize and Automate — Streamline before automating.
ITIL principles mirror Agile and Lean philosophies — iterative improvement and collaboration are key themes.
The Service Value Chain (SVC)#
The SVC operates as a core model of the SVS, transforming demand into value through six key activities:
| Activity | Description |
|---|---|
| Plan | Establish shared understanding of vision and goals |
| Improve | Enhance products and services continuously |
| Engage | Understand stakeholder needs and expectations |
| Design & Transition | Ensure new or changed services meet requirements |
| Obtain/Build | Acquire or develop service components |
| Deliver & Support | Provide services that meet SLAs |
Acronym: PIEDOD — Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support.
The Service Value Chain is not linear — activities can occur in any order depending on context.
Key Practices#
ITIL 4 identifies 34 practices, but the exam emphasizes the following:
| Category | Key Practices |
|---|---|
| General Management | Continual Improvement, Information Security Management, Relationship Management, Supplier Management |
| Service Management | Change Enablement, Incident Management, Problem Management, Service Desk, Service Level Management, Service Request Management |
| Technical Management | Deployment Management, Release Management, IT Asset Management, Monitoring & Event Management |
Continual Improvement#
A recurring activity at all levels to align services with changing business needs.
- Everyone is responsible for improvement.
- Uses the Continual Improvement Model:
What is the vision → Where are we now → Where do we want to be → How do we get there → Take action → Did we get there → Keep momentum.
Change Enablement#
Ensures changes are evaluated and authorized to maximize success and minimize risk.
- Standard: Low-risk, pre-approved.
- Normal: Requires assessment and approval.
- Emergency: Implemented rapidly to resolve critical issues.
Incident Management#
Minimizes the impact of unplanned interruptions by restoring service quickly.
Major incidents follow a separate, expedited process.
Problem Management#
Identifies root causes to prevent recurrence.
Phases: Problem Identification → Problem Control → Error Control.
Service Desk#
Single point of contact for incident and request management.
Key skills: communication, prioritization, and empathy.
Service Level Management#
Defines, monitors, and reports on service performance.
Agreements include SLA (customer), OLA (internal), and UC (supplier).
Key Takeaways#
- ITIL 4 blends best practices from Agile, Lean, and DevOps into service management.
- Focus on value co-creation — services exist to enable outcomes.
- The Service Value System and Guiding Principles are the exam’s backbone.
- Understand how utility, warranty, risk, and cost interact.
- Review the top 7 practices — they account for most exam questions.