Cheat sheet
ITIL 4 Foundation Cheat Sheet
Key Concepts
- 12-13% of exam
- Value Words Utility vs Warranty Service Relationship Cost + Risk Co-creation
Guiding Principles
- 15% of exam
- 7 Principles Focus on Value Keep It Simple Principle Picker Iterate + Feedback
Dimensions + SVS
- 12-13% of exam
- 4 Dimensions SVS Components Value Chain Governance Continual Improvement
ITIL Practices
- 60% of exam
- Incident Problem Change Enablement Service Request Practice 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 CO
Utility
- Fit for purpose
- What it does
- Functionality
Warranty
- Fit for use
- How well
- Availability + capacity
- What vs how well
Key Concept Words CO
- 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 CO
Output
- Tangible deliverable
- Activity produces it
- A thing
Outcome
- Result for stakeholder
- Enabled by output
- The benefit
- Deliverable vs result
Service Relationship CO
- 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 CO
Value
- Perceived benefit
- Importance to consumer
- Co-created
Cost
- Money spent
- Resource consumed
- Removed or imposed
- Benefit vs spend
7 Guiding Principles PR
- Value, Start, Iterate, Collaborate, Holistic, Simple, Optimize
- Focus on value Start where you are Iterate + feedback Collaborate + visibility Think holistically Keep it simple Optimize + automate
Which Guiding Principle? PR
- 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 PR
- 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 DI
- Orgs, Info/Tech, Partners, Value streams
- Orgs + people Info + technology Partners + suppliers Value streams + processes
Four Dimensions DI
- 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 DI
- Plan, Improve, Engage, Design, Obtain, Deliver
- Plan Improve Engage Design + transition Obtain / build Deliver + support
SVS Components DI
- 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 DI
- Principles, Governance, Chain, Practices, Improvement
- Guiding principles Governance Service value chain Practices Continual improvement
Service Value Chain DI
- 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 DI
- 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 PR
Incident
- Restore service
- Speed matters
- Single event
Problem
- Find cause
- Reduce recurrence
- Underlying reason
- Restore now vs prevent later
Which Practice? PR
- 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 PR
- 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 PR
Service request
- Planned, normal
- User-initiated ask
- Standard delivery
Incident
- Unplanned interruption
- Something broke
- Restore service
- Normal ask vs broken
Which Change Type? PR
- 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 PR
- 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 PR
Known error
- Cause identified
- Analyzed problem
- Documented
Workaround
- Reduces impact
- Temporary fix
- No root resolution
- Cause known vs temporary fix
Incident + Problem Terms PR
- 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 PR
- 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
ITIL 4 Foundation
- Practice Questions 270 questions Study Guide 28 topics Cheat Sheet 76 facts Flashcards 50 cards Shorts 1 short Blogs 1 blog Free CE Podcast