ITIL 4 Foundation case studies
ITIL 4 Foundation · Put your knowledge to work in context.
ITIL Foundation (RS7093) is the France Compétences version of PeopleCert's entry-level IT service management certification. It has been enrolled in the specific France Compétences registry since 28 February 2025, for a period of three years. It targets any candidate who wants an overall understanding of ITSM principles and best practice; the source states no prior qualification requirement, only that the candidate wishes or needs to prove ITSM skills for career opportunities. The learning path is organised in nine modules: service management concepts, the service value system, the four dimensions of service management, the seven guiding principles, the service value chain, ITIL practices, continual improvement, service level agreements, and performance indicators and metrics. The ITIL 4 Foundation case studies are 5 cases and about 2,662 words.
1The 96% SLA That Nobody Believes
PayrollCo provides managed payroll for 40 clients. Its SLA promises that 95% of priority-1 incidents will be resolved within four hours, measured monthly.
559 words, about 3 min299.95% Available, Seven Hours Down
Northwind Retail’s IT infrastructure team reports 99.95% server availability for the order-entry service and celebrates it monthly. Yet the order-entry service was unusable for seven hours last month.
507 words, about 3 min3The Cloud Migration Blind Spot
Helio Manufacturing is moving its customer-relationship management system to a SaaS provider. The project plan is dominated by data migration and integration testing.
552 words, about 3 min4Big Bang, Fixed Date, Low Trust
A regional bank’s CIO has committed to replacing its IT service management tool across five countries in 90 days to cut licence costs by 20%. The budget is fixed and there is no contingency.
540 words, about 3 min5The Improvement Backlog Graveyard
A shared-services IT team has a continual improvement register with 40 ideas. Over six months the team has completed 22 of them, mostly low-effort fixes such as rewriting knowledge articles and adding dashboard filters.
504 words, about 3 min