This guide covers the key concepts, principles, and practices of the ITIL 4 framework to help you prepare for the ITIL 4 Foundation certification exam.
This guide works best as a loop: read a chapter, test yourself with practice questions, look up unfamiliar terms in the glossary, then move to the next chapter.
15 chapters covering every exam objective. Each chapter includes key concepts, exam tips, common traps, comparison tables, and a 5-question quiz at the end.
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Go to practice testEvery ITIL4Fterm defined and searchable. Use it when a chapter mentions a concept you haven't seen before or want a quick refresher on.
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View exam guideIntroduction to ITIL 4 and the Service Value System
Objective 1.1 · Understand the key concepts of service management and the ITIL 4 framework.
The Four Dimensions of Service Management
Objective 1.2 · Describe the four dimensions of service management.
Service Value System (SVS) Overview
Objective 1.3 · Describe the components of the Service Value System.
The ITIL Guiding Principles
Objective 1.4 · Explain the seven ITIL guiding principles.
Governance in ITIL 4
Objective 1.5 · Describe the purpose and components of governance in the SVS.
The Service Value Chain
Objective 1.6 · Understand the value chain activities and their role in value creation.
Continual Improvement
Objective 1.7 · Describe the continual improvement model and its application.
Introduction to ITIL Management Practices
Objective 2.1 · Explain the purpose and key terms of ITIL management practices.
General Management Practices
Objective 2.2 · Describe the purpose and key activities of general management practices.
Service Management Practices (Part 1): Incident, Service Request, and Problem Management
Objective 2.3 · Explain the purpose and key activities of incident, service request, and problem management.
Service Management Practices (Part 2): Change Enablement, Service Configuration, and Release Management
Objective 2.3 · Explain the purpose and key activities of change enablement, service configuration management, and release management.
Service Management Practices (Part 3): Service Desk, Service Level, and Supplier Management
Objective 2.3 · Explain the purpose and key activities of service desk, service level management, and supplier management.
Service Management Practices (Part 4): IT Asset, Monitoring and Event, and Service Catalogue Management
Objective 2.3 · Explain the purpose and key activities of IT asset management, monitoring and event management, and service catalogue management.
Technical Management and Service Continuity Practices
Objective 2.4 · Understand the purpose of deployment management, infrastructure and platform management, and service continuity management.
Exam Preparation and Key Concepts Review
Objective 3.1 · Summarize all key ITIL 4 concepts and prepare for the certification exam.
Free ITIL4F practice questions with full explanations. Test what you learn chapter by chapter.
ITIL4F Practice Questions