ITIL 4 Foundation — Cheatsheets
Seven guiding principles
| Principle | Core idea |
|---|
|---|---|
| Focus on value | Everything connects to stakeholder value |
|---|---|
| Start where you are | Assess and reuse existing capabilities |
| Progress iteratively with feedback | Avoid large all-at-once initiatives |
| Collaborate and promote visibility | Transparent, cross-boundary work |
| Think and work holistically | Recognize interconnections |
| Keep it simple and practical | Minimum steps to the objective |
| Optimize and automate | Use technology for what it does well |
Service Value System components
| Component | Role |
|---|
|---|---|
| Guiding principles | Universal decision-making guidance |
|---|---|
| Governance | Organizational direction and control |
| Service value chain | Six-activity operating model |
| Practices | 34 specific management practices |
| Continual improvement | Embedded throughout, not a separate phase |
Service value chain — six activities
| Activity | Focus |
|---|
|---|---|
| Plan | Shared vision, status, improvement direction |
|---|---|
| Improve | Continual improvement across products/services/practices |
| Engage | Understanding stakeholder needs |
| Design and transition | Meeting quality/cost/time expectations |
| Obtain/build | Ensuring service components are available |
| Deliver and support | Delivering and supporting per agreed specs |
Four dimensions model
| Dimension | Covers |
|---|
|---|---|
| Organizations and people | Structure, culture, roles, competencies |
|---|---|
| Information and technology | Knowledge and tools for service management |
| Partners and suppliers | External relationships supporting services |
| Value streams and processes | Integrated workflows enabling value |
Incident vs. problem management
| Property | Incident management | Problem management |
|---|
|---|---|---|
| Priority | Fast restoration | Root-cause resolution |
|---|---|---|
| Method | May use workaround | Investigates underlying cause |
| Timeframe | Immediate | Can span multiple incidents over time |
Change types
| Type | Risk/novelty | Process |
|---|
|---|---|---|
| Standard | Low, well-understood | Pre-authorized |
|---|---|---|
| Normal | Higher/novel | Full assessment and authorization |
| Emergency | Urgent (incident-related) | Expedited but controlled |
Exam quick facts
| Property | Detail |
|---|
|---|---|
| Format | 40 multiple-choice questions |
|---|---|
| Level | Foundation (entry-level) |
| Governing body | Axelos |
(needs verification — recheck against current source: exam format and governance periodically updated.)