ITIL 4 Foundation cheat sheet

Service management: Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services. It is the core discipline that ITIL 4 provides guidance on.
Service: A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. This definition is central to ITIL 4.
Value: Value is the perceived benefits, usefulness, and importance of something, and in ITIL 4 it is co-created through active collaboration between providers and consumers. Value is subjective and depends on the perceptions of stakeholders.
Utility: Utility is the functionality offered by a product or service to meet a particular need — in short, what the service does. A service must have both utility (fit for purpose) and warranty (fit for use) to enable value.
Warranty: Warranty is the assurance that a product or service will meet agreed requirements — in short, how well the service performs. It typically addresses availability, capacity, security, and continuity.
Guiding principles: The guiding principles are seven recommendations that guide an organization in all circumstances, regardless of changes in goals or management. They are: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate.
Four dimensions: The four dimensions of service management are the perspectives that must all be considered for effective, holistic service management. They are: organizations and people; information and technology; partners and suppliers; and value streams and processes.
Service value system: The service value system (SVS) is the ITIL 4 model describing how all the components and activities of an organization work together to enable value. Its components are the guiding principles, governance, the service value chain, practices, and continual improvement.
Service value chain: The service value chain is the central element of the service value system, an operating model of six interconnected activities. The activities are plan, improve, engage, design and transition, obtain/build, and deliver and support.
Value stream: A value stream is a series of steps an organization uses to create and deliver products and services to a consumer. Value streams combine service value chain activities and practices to respond to specific scenarios.
Change enablement: Change enablement is the ITIL practice whose purpose is to maximize the number of successful service and product changes by ensuring risks are assessed and changes are authorized. Change types are standard, normal, and emergency, each with a defined change authority.
Incident management: Incident management is the ITIL practice that aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. An incident is an unplanned interruption to a service or reduction in its quality.
Problem management: Problem management is the ITIL practice that reduces the likelihood and impact of incidents by identifying their causes. It works with problems, known errors, and workarounds, distinct from resolving individual incidents.
Service request management: Service request management is the ITIL practice that supports the agreed quality of a service by handling all pre-defined, user-initiated service requests. Requests are normal parts of service delivery, not failures, and benefit from standardization and automation.
Service level management: Service level management is the ITIL practice that sets clear business-based targets for service performance so delivery can be assessed against them. It relies on well-written SLAs and guards against the watermelon effect, where metrics look green while the customer experience is red.

Take a timed mock exam See the study path