ITIL® 4 Founda on Cram Guide Andrew Ramdayal

ITIL® 4
Foundation
Certification
Last Minute Cram

Andrew Ramdayal, PeopleCert Authorized Instructor

www.tiaexams.com www.tiaedu.com

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ITIL® 4 Founda on Cram Guide Andrew Ramdayal

Official ITIL 4 Foundation Course

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1976, no part of this publication may be reproduced or distributed in any form or by any means or stored in a database or retrieval
system, without the prior written permission of the publisher.

By Andrew Ramdayal

First Printing: August 2024

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl
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Contents
1.1 Recall the definition of: ....................................................................................................................... 4
1.2 Describe the key concepts of creating value with services: .......................................................... 5
1.3 Describe the key concepts of service relationships ....................................................................... 6
2.1 Describe the nature, use and interaction of the guiding principles .............................................. 7
2.2 Explain the use of the guiding principles: ........................................................................................ 8
3.1 Describe the four dimensions of service management ................................................................ 10
4.1 Describe the ITIL service value system.......................................................................................... 11
5.1 Describe the interconnected nature of the service value chain and how this supports value
streams ...................................................................................................................................................... 12
5.2 Describe the purpose of each value chain activity ....................................................................... 13
6.1 Recall the purpose of the following ITIL practices ........................................................................ 15
6.2 Recall definitions of the following ITIL terms ................................................................................. 18
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value
chain ........................................................................................................................................................... 20

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1.1 Recall the definition of:

a) Service: A means of delivering value to customers by facilitating outcomes customers want to
achieve without the ownership of specific costs and risks.

b) Utility: The functionality offered by a product or service to meet a particular need. It's what the
service does, essentially.

c) Warranty: Assurance that a product or service will meet agreed-upon requirements. It's the
assurance that the utility of a service will be available when needed.

d) Customer: The person or group who defines and agrees upon service requirements and is the
recipient of a service. They may or may not pay for the service directly.

e) User: The person who uses the service on a day-to-day basis. They might or might not be the
same as the customer.

f) Service Management: A set of specialized organizational capabilities for enabling value for
customers in the form of services. It involves coordinating and integrating people, processes, and
technology to deliver value to customers.

g) Sponsor: The person or group that authorizes the budget for service consumption. They provide
the resources for service provision.

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1.2 Describe the key concepts of creating value with services:

a) Cost: The amount of money spent or resources consumed in producing a service. Cost is a
crucial factor in determining the overall value of a service.

b) Value: The perceived benefits, usefulness, or importance of a service to a customer. Value is

subjective and varies depending on the customer's needs and expectations.

c) Organization: The entity responsible for creating and delivering services. This includes the
people, processes, technology, and resources involved in service delivery.

d) Outcome: The result or effect of consuming a service. It represents the changes, benefits, or
improvements achieved by the customer as a result of using the service.

e) Output: The tangible deliverables or products produced by a service. Outputs are the direct result
of service activities and contribute to delivering the intended outcomes.

f) Risk: The possibility of an undesirable event or outcome that may impact the achievement of
objectives. Risk management is essential in service delivery to identify, assess, and mitigate
potential risks.

g) Utility: The functionality or capability provided by a service to meet a specific need. Utility is about
what the service does and how it contributes to achieving desired outcomes.

h) Warranty: The assurance that a service will meet agreed-upon requirements and perform as
expected. Warranty provides confidence to the customer that the service will be available when
needed and will deliver the promised utility.

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1.3 Describe the key concepts of service relationships

a) Service Offering: The combination of goods, services, and resources provided by a service
provider to meet the needs and requirements of customers. A service offering defines what is
provided to customers and the terms under which it is delivered.

b) Service Relationship Management: The process of establishing, maintaining, and enhancing

relationships between a service provider and its customers. It involves understanding customer
needs, managing expectations, and delivering value to build trust and loyalty.

c) Service Provision: The process of delivering and fulfilling the agreed-upon service offerings to
customers. It includes activities such as service design, service transition, service operation, and
continual service improvement to ensure the effective delivery of services.

d) Service Consumption: The process by which customers use and benefit from the services
provided by a service provider. Service consumption involves the utilization of service offerings to
achieve desired outcomes and fulfill specific needs or requirements. It may include activities such as
requesting, accessing, and utilizing services according to agreed-upon terms and conditions.

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2.1 Describe the nature, use and interaction of the guiding

principles
The guiding principles in ITIL 4 are fundamental concepts that guide an organization in the adoption
and adaptation of IT service management (ITSM) practices. Here's a breakdown of their nature, use,
and interaction:

1. Nature: The guiding principles represent core values and beliefs that underpin the ITIL
framework. They are derived from successful practices and experiences across various
organizations and industries. These principles are universal and timeless, applicable in any
organization regardless of its size, industry, or maturity level.
2. Use: The guiding principles serve as a compass for decision-making and behavior within an
organization. They provide a foundation for aligning ITSM activities with business objectives,
fostering a culture of collaboration, innovation, and continuous improvement. Organizations
use these principles to inform strategic planning, design service offerings, and improve
service delivery processes.
3. Interaction: The guiding principles are interrelated and complementary, working together to
enable effective ITSM practices. While each principle can stand alone, they are most
powerful when applied collectively. For example, focusing on value helps organizations
prioritize investments and resources, while fostering collaboration ensures that all
stakeholders contribute to the achievement of shared goals.

The interaction of guiding principles is dynamic and context-dependent, with organizations

prioritizing and emphasizing certain principles based on their unique circumstances and objectives.
For instance, an organization undergoing digital transformation may place greater emphasis on
embracing change and iterating quickly to stay ahead in a competitive market.

In summary, the guiding principles in ITIL 4 provide a holistic framework for organizations to
navigate the complexities of modern ITSM. By embracing these principles, organizations can foster
a culture of continuous improvement, adaptability, and customer-centricity, ultimately driving
business value and success.

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2.2 Explain the use of the guiding principles:

a) Focus on value:

 This principle emphasizes the importance of understanding and delivering value to

customers and stakeholders. It guides organizations to prioritize activities and investments
that directly contribute to achieving desired outcomes and meeting customer needs.
 Use this principle to align ITSM practices with business objectives, prioritize resources and
efforts based on the value they provide, and continually assess and improve the value
delivered by services.

b) Start where you are:

 This principle encourages organizations to assess their current capabilities, resources, and
processes realistically and start their improvement journey from their existing state.
 Use this principle to avoid overwhelming changes and leverage existing strengths and
assets. It advocates for incremental improvements over time rather than waiting for perfect
conditions to begin.

c) Progress iteratively with feedback:

 This principle promotes an iterative approach to service improvement, where changes are
implemented incrementally, and feedback is gathered continuously to inform future iterations.
 Use this principle to break down complex initiatives into smaller, manageable increments,
gather feedback from stakeholders early and often, and adapt plans and actions based on
the feedback received.

d) Collaborate and promote visibility:

 This principle emphasizes the importance of collaboration and transparency across teams,
departments, and stakeholders to facilitate effective communication, decision-making, and
problem-solving.
 Use this principle to foster a culture of collaboration, share knowledge and information
openly, and ensure visibility into processes, activities, and outcomes to build trust and
alignment.

e) Think and work holistically:

 This principle encourages organizations to consider the interconnectedness and

interdependencies of various components and aspects of ITSM, including people, processes,
technology, and partners.
 Use this principle to take a holistic approach to service design, delivery, and improvement,
considering the broader context and implications of decisions and actions.

f) Keep it simple and practical:

 This principle advocates for simplicity and practicality in the design and implementation of
ITSM practices, avoiding unnecessary complexity and bureaucracy.

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 Use this principle to streamline processes, eliminate unnecessary steps or documentation,

and focus on delivering value efficiently and effectively.

g) Optimize and automate:

 This principle promotes continuous optimization and automation of ITSM practices to

improve efficiency, reduce errors, and free up resources for higher-value activities.
 Use this principle to identify opportunities for automation, leverage technology to streamline
processes and tasks, and continuously refine and optimize ITSM practices to enhance
performance and outcomes.

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3.1 Describe the four dimensions of service management

a) Organizations and People:

 This dimension encompasses the structure, culture, and capabilities of the organization and
the individuals within it. It includes aspects such as roles, responsibilities, skills,
competencies, and the overall organizational culture.
 Organizations and people play a crucial role in service management, as they are responsible
for designing, delivering, and supporting services. Effective management of this dimension
involves ensuring that the organization's structure and culture support service objectives,
and that individuals have the necessary skills and knowledge to perform their roles
effectively.

b) Information and Technology:

 This dimension focuses on the information and technology required to support service
delivery and enable business outcomes. It includes data, knowledge, systems, tools, and
infrastructure necessary for designing, deploying, and operating services.
 Information and technology are essential enablers of service management, providing the
foundation for automation, analytics, and decision-making. Effective management of this
dimension involves ensuring that information and technology assets are aligned with
business needs, secure, reliable, and capable of supporting service requirements.

c) Partners and Suppliers:

 This dimension refers to the relationships and collaborations with external entities, including
partners, suppliers, and other third parties. It includes contractual agreements, service level
agreements (SLAs), and other arrangements for procuring, integrating, and managing
external services and resources.
 Partners and suppliers play a vital role in service management, providing specialized
expertise, resources, and capabilities that complement or extend the organization's own
capabilities. Effective management of this dimension involves selecting and managing
partners and suppliers strategically, establishing clear expectations and agreements, and
fostering collaborative relationships to achieve mutual goals.

d) Value Streams and Processes:

 This dimension focuses on the end-to-end processes and value streams that deliver services
to customers and stakeholders. It includes the activities, workflows, controls, and measures
used to plan, design, transition, operate, and improve services.
 Value streams and processes are essential for ensuring that services are delivered
efficiently, consistently, and in alignment with business objectives. Effective management of
this dimension involves identifying and optimizing value streams, defining clear process
boundaries and interfaces, and continuously improving processes to enhance service quality
and performance.

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4.1 Describe the ITIL service value system

The ITIL service value system (SVS) is a framework that represents how various components and
activities within an organization work together to facilitate the co-creation of value for customers and
stakeholders. It provides a holistic view of the key elements involved in delivering services effectively
and efficiently. Here's a breakdown of the components of the ITIL service value system:

1. Service Value Chain: The service value chain is a series of interconnected activities that
organizations perform to deliver valuable products and services to customers. It consists of
six key activities:
 Plan: Establishing objectives, policies, and plans to achieve desired outcomes.
 Improve: Continuously improving services, processes, and practices.
 Engage: Understanding and shaping the demand for services and engaging with
stakeholders.
 Design and Transition: Designing new or changed services and transitioning them
into operation.
 Obtain/Build: Sourcing, building, and configuring resources to deliver services.
 Deliver and Support: Ensuring effective delivery and support of services to meet
agreed-upon levels of service.
2. Guiding Principles: The guiding principles are fundamental concepts that guide an
organization's decisions and actions. They provide a foundation for aligning ITSM activities
with business objectives and fostering a culture of collaboration, innovation, and continuous
improvement.
3. Governance: Governance refers to the framework, policies, processes, and controls used to
direct and control the organization's activities and ensure that they align with strategic
objectives. It includes defining roles and responsibilities, establishing accountability, and
monitoring performance to ensure compliance with standards and regulations.
4. Service Value Chain Activities: These are specific practices and processes performed
within each activity of the service value chain to create value for customers and
stakeholders. They are based on ITIL practices and other relevant frameworks and
standards.
5. Practices: Practices are sets of organizational resources designed for performing work or
accomplishing an objective. They include processes, procedures, roles, and guidelines for
carrying out specific activities effectively and efficiently. ITIL 4 introduces a set of 34
practices categorized into three types: general management practices, service management
practices, and technical management practices.
6. Continual Improvement: Continual improvement is an ongoing process of enhancing the
organization's capabilities, processes, and services to improve efficiency, effectiveness, and
adaptability. It involves identifying opportunities for improvement, implementing changes, and
measuring outcomes to ensure that the organization continues to deliver value to customers
and stakeholders.

Overall, the ITIL service value system provides a comprehensive framework for organizations to
understand and optimize the delivery of services, aligning ITSM activities with business objectives
and customer needs to maximize value creation and outcomes.

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5.1 Describe the interconnected nature of the service value chain

and how this supports value streams
The interconnected nature of the service value chain is essential for supporting value streams within
an organization. Here's how it works:

1. Interconnected Activities: The service value chain consists of six interconnected activities:
Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support. These
activities are not performed in isolation but are interdependent and interconnected. Each
activity contributes to the overall delivery of value by feeding into and receiving inputs from
other activities.
2. Value Streams: A value stream represents the sequence of activities and steps required to
deliver a specific outcome or service to a customer. It encompasses all the activities,
resources, and interactions involved in creating and delivering value. The service value chain
supports value streams by providing a framework for organizing and coordinating the various
activities and resources needed to deliver value effectively and efficiently.
3. End-to-End Perspective: The service value chain takes an end-to-end perspective,
covering the entire lifecycle of services from planning and design to delivery and support. It
ensures that organizations consider the entire value chain when designing and delivering
services, rather than focusing on individual activities or processes in isolation.
4. Value Co-Creation: Value streams involve the collaboration and co-creation of value
between the organization and its customers and stakeholders. The interconnected nature of
the service value chain enables organizations to engage with stakeholders at each stage of
the value stream, gather feedback, and adjust activities and resources to meet evolving
needs and expectations.
5. Optimization and Continual Improvement: By understanding the interconnected nature of
the service value chain, organizations can identify opportunities for optimization and
improvement across the entire value stream. They can streamline processes, eliminate
redundancies, and improve collaboration to enhance the efficiency and effectiveness of
value delivery.

Overall, the interconnected nature of the service value chain ensures that organizations can deliver
value to customers and stakeholders consistently and efficiently by coordinating and aligning
activities across the entire service lifecycle. It supports the creation of value streams by providing a
structured framework for organizing, managing, and optimizing the delivery of services from end to
end.

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5.2 Describe the purpose of each value chain activity

a) Plan:

 Purpose: The Plan activity is focused on establishing objectives and defining the approach
for achieving those objectives. It involves strategic planning, setting policies, defining service
offerings, and identifying opportunities for improvement.
 Importance: Planning is crucial for aligning ITSM activities with business objectives and
ensuring that resources are allocated effectively to deliver value to customers and
stakeholders.

b) Improve:

 Purpose: The Improve activity is aimed at continuously improving the organization's

capabilities, processes, and services. It involves identifying areas for improvement,
implementing changes, and measuring outcomes to enhance performance and efficiency.
 Importance: Continuous improvement is essential for staying competitive, adapting to
changing market conditions, and meeting evolving customer needs and expectations.

c) Engage:

 Purpose: The Engage activity focuses on understanding and shaping the demand for
services and engaging with stakeholders to ensure their needs and expectations are met. It
involves building relationships, gathering feedback, and communicating effectively with
customers, users, and other stakeholders.
 Importance: Effective engagement is critical for building trust, fostering collaboration, and
ensuring that services are aligned with customer needs and expectations.

d) Design & Transition:

 Purpose: The Design & Transition activity is responsible for designing new or changed
services and transitioning them into operation. It involves defining service requirements,
designing service offerings, testing and validating changes, and preparing for service
deployment.
 Importance: Designing and transitioning services effectively is essential for ensuring that
they meet business requirements, are delivered efficiently, and can be operated and
supported effectively in production.

e) Obtain/Build:

 Purpose: The Obtain/Build activity focuses on sourcing, building, and configuring resources
to deliver services. It involves procuring hardware, software, and other resources, as well as
building and configuring systems and infrastructure to support service delivery.
 Importance: Obtaining and building resources effectively is crucial for ensuring that services
are delivered reliably, securely, and at the required level of quality.

f) Deliver & Support:

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 Purpose: The Deliver & Support activity is responsible for ensuring the effective delivery and
support of services to meet agreed-upon levels of service. It involves managing service
operations, handling service requests and incidents, and providing technical support to
users.
 Importance: Delivering and supporting services effectively is essential for maintaining service
availability, reliability, and performance, and for ensuring that customers and users can
access and use services when needed.

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6.1 Recall the purpose of the following ITIL practices

a) Information Security Management:

 Purpose: The purpose of Information Security Management is to protect the confidentiality,

integrity, and availability of an organization's information assets. It involves identifying,
assessing, and managing information security risks to ensure that information assets are
adequately protected against unauthorized access, disclosure, alteration, or destruction.

b) Relationship Management:

 Purpose: Relationship Management focuses on establishing and maintaining positive

relationships with customers, stakeholders, and other service providers. It involves
understanding their needs and expectations, managing communication and collaboration,
and fostering trust and mutual understanding to ensure that services are aligned with
business objectives and delivered effectively.

c) Supplier Management:

 Purpose: Supplier Management is responsible for managing relationships with external

suppliers and vendors who provide goods and services to support service delivery. It
involves selecting and evaluating suppliers, negotiating contracts and agreements, and
ensuring that suppliers meet agreed-upon service levels and performance criteria.

d) IT Asset Management:

 Purpose: IT Asset Management is focused on managing the lifecycle of IT assets to

maximize value, minimize risks, and ensure compliance with policies and regulations. It
involves identifying, tracking, and controlling IT assets, optimizing asset usage and costs,
and maintaining accurate records and documentation.

e) Monitoring and Event Management:

 Purpose: Monitoring and Event Management is responsible for monitoring the performance
and availability of IT services and infrastructure, detecting and escalating events or incidents,
and initiating corrective actions to prevent or minimize service disruptions. It involves
collecting and analyzing monitoring data, correlating events, and generating alerts and
notifications to support proactive management and decision-making.

f) Release Management:

 Purpose: Release Management is focused on planning, scheduling, and controlling the

release and deployment of IT services and changes into the production environment. It
involves coordinating release activities, managing risks and dependencies, and ensuring that
releases are delivered smoothly and efficiently to minimize disruption to business operations.

g) Service Configuration Management:

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 Purpose: Service Configuration Management is responsible for maintaining accurate and up-
to-date information about the configuration of IT services and infrastructure. It involves
identifying and controlling configuration items (CIs), establishing baselines and
configurations, and ensuring that changes are properly managed and documented to support
service delivery and continuity.

h) Deployment Management:

 Purpose: Deployment Management is focused on planning, coordinating, and managing the

deployment of new or changed IT services and components into the production environment.
It involves preparing deployment plans, executing deployment activities, and verifying that
deployments are successful and meet business requirements.

i) Continual Improvement:

 Purpose: Continual Improvement is a practice that focuses on identifying opportunities for

improvement, assessing the effectiveness and efficiency of processes and services, and
implementing changes to enhance performance and value delivery. It involves establishing a
culture of continuous learning and improvement, measuring and monitoring performance,
and making incremental changes to drive ongoing improvement.

j) Change Enablement:

 Purpose: Change Enablement is responsible for managing changes to IT services and

infrastructure in a controlled and coordinated manner. It involves assessing and prioritizing
changes, evaluating their potential impact and risks, and authorizing and coordinating
change implementation to minimize disruption and ensure that changes are aligned with
business objectives and requirements.

k) Incident Management:

 Purpose: Incident Management is focused on restoring normal service operation as quickly

as possible following an incident, minimizing the impact on business operations and users. It
involves logging and categorizing incidents, prioritizing and resolving incidents according to
agreed-upon service levels, and communicating with stakeholders to provide updates and
resolutions.

l) Problem Management:

 Purpose: Problem Management is responsible for identifying and addressing the root causes
of incidents and recurring issues to prevent future incidents from occurring. It involves
investigating problems, analyzing trends and patterns, and implementing corrective actions
and workarounds to minimize the impact of known errors on service quality and availability.

m) Service Request Management:

 Purpose: Service Request Management is focused on handling user requests for standard
and predefined services and fulfilling these requests in a timely and efficient manner. It
involves capturing and categorizing service requests, providing information and guidance to

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users, and processing and fulfilling requests according to agreed-upon service levels and
procedures.

n) Service Desk:

 Purpose: The Service Desk is the central point of contact for users to request assistance,
report incidents, and seek guidance on IT services. It involves logging and tracking service
requests and incidents, providing first-line support and resolution, and escalating complex or
unresolved issues to other support teams as needed to ensure timely resolution and
minimize disruption to business operations.

o) Service Level Management:

 Purpose: Service Level Management is responsible for defining, negotiating, and managing
service levels and agreements with customers and stakeholders to ensure that services
meet agreed-upon quality, performance, and availability targets. It involves identifying
service requirements, establishing service level agreements (SLAs), monitoring service
performance, and reviewing and updating SLAs as needed to align with changing business
needs and priorities.

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6.2 Recall definitions of the following ITIL terms

a) IT Asset:

 An IT asset refers to any tangible or intangible item that is used to deliver IT services. This
can include hardware, software, documentation, facilities, and other resources that are
owned or managed by an organization.

b) Event:

 An event is any detectable or discernible occurrence that has significance for the
management of the IT infrastructure or delivery of IT services. Events are typically generated
by IT systems and components, such as alarms, alerts, or notifications, and may indicate
changes in state or require attention.

c) Configuration Item (CI):

 A configuration item is any component or item that needs to be managed in order to deliver
an IT service. CIs can include hardware, software, documentation, facilities, and other
elements that are relevant to the delivery and support of IT services. Each CI is uniquely
identifiable and has attributes and relationships with other CIs.

d) Change:

 A change is the addition, modification, or removal of anything that could have an effect on IT
services. Changes can include modifications to hardware, software, documentation,
processes, or any other aspect of the IT infrastructure or service delivery. Changes are
typically managed through a formal change management process to ensure that they are
authorized, assessed, and implemented in a controlled manner.

e) Incident:

 An incident is an unplanned interruption or reduction in the quality of an IT service. Incidents

can be caused by errors in IT systems, hardware failures, software glitches, or other factors.
Incident management is the process of restoring normal service operation as quickly as
possible and minimizing the impact on business operations and users.

f) Problem:

 A problem is the underlying cause of one or more incidents. Problems are typically identified
through the analysis of incidents, recurring issues, or trends in IT systems and services.
Problem management is the process of identifying, investigating, and resolving the root
causes of problems to prevent future incidents from occurring.

g) Known Error:

 A known error is a problem that has been identified and documented, but for which a
permanent resolution has not yet been implemented. Known errors are typically associated

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with workarounds or temporary fixes to minimize the impact on service quality and
availability. Once a permanent resolution is implemented, the known error record is closed.

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7.1 Explain the following ITIL practices in detail, excluding how

they fit within the service value chain
a) Continual Improvement:

 Continual Improvement is a practice focused on improving the organization's capabilities,

processes, and services over time to enhance efficiency, effectiveness, and value delivery. It
involves establishing a culture of continuous learning and improvement, identifying
opportunities for improvement, implementing changes, and measuring outcomes to ensure
that the organization continues to evolve and adapt to changing business needs and
priorities.
 Continual Improvement Model: The Continual Improvement Model provides a structured
approach for implementing continual improvement within an organization. It consists of four
stages:
1. What is the vision?: This stage involves defining the organization's vision and
strategic objectives. It provides a clear direction and purpose for continual
improvement efforts.
2. Where are we now?: In this stage, the organization assesses its current capabilities,
processes, and performance against the defined vision and objectives. It involves
gathering data, analyzing trends and patterns, and identifying areas for improvement.
3. Where do we want to be?: This stage involves setting specific, measurable,
achievable, relevant, and time-bound (SMART) improvement goals and targets
based on the identified opportunities and challenges. It provides a roadmap for
guiding improvement efforts.
4. How do we get there?: In this stage, the organization develops and implements
plans and initiatives to achieve the improvement goals and targets. It involves
defining action plans, allocating resources, and monitoring progress to ensure that
improvements are effectively implemented and deliver the desired outcomes.

b) Change Enablement:

 Change Enablement is a practice focused on managing changes to IT services and

infrastructure in a controlled and coordinated manner to minimize disruption and ensure that
changes are aligned with business objectives and requirements. It involves assessing and
prioritizing changes, evaluating their potential impact and risks, and authorizing and
coordinating change implementation to ensure that changes are implemented smoothly and
efficiently.

c) Incident Management:

 Incident Management is a practice focused on restoring normal service operation as quickly

as possible following an incident, minimizing the impact on business operations and users. It
involves logging and categorizing incidents, prioritizing and resolving incidents according to
agreed-upon service levels, and communicating with stakeholders to provide updates and
resolutions.

d) Problem Management:

 Problem Management is a practice focused on identifying and addressing the root causes of
incidents and recurring issues to prevent future incidents from occurring. It involves

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ITIL® 4 Founda on Cram Guide Andrew Ramdayal

investigating problems, analyzing trends and patterns, and implementing corrective actions
and workarounds to minimize the impact of known errors on service quality and availability.

e) Service Request Management:

 Service Request Management is a practice focused on handling user requests for standard
and predefined services and fulfilling these requests in a timely and efficient manner. It
involves capturing and categorizing service requests, providing information and guidance to
users, and processing and fulfilling requests according to agreed-upon service levels and
procedures.

f) Service Desk:

 The Service Desk is the central point of contact for users to request assistance, report
incidents, and seek guidance on IT services. It involves logging and tracking service
requests and incidents, providing first-line support and resolution, and escalating complex or
unresolved issues to other support teams as needed to ensure timely resolution and
minimize disruption to business operations.

g) Service Level Management:

 Service Level Management is a practice focused on defining, negotiating, and managing

service levels and agreements with customers and stakeholders to ensure that services
meet agreed-upon quality, performance, and availability targets. It involves identifying
service requirements, establishing service level agreements (SLAs), monitoring service
performance, and reviewing and updating SLAs as needed to align with changing business
needs and priorities.

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