ITIL 4 Foundation study guide
ITIL 4 Foundation · Work through your exam, one topic at a time.
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. The ITIL 4 Foundation study guide has 9 sections and about 3,227 words.
01Service Management Concepts: Services, Value, Utility and Warranty
A service is a means of enabling value co-creation by facilitating outcomes that a customer wants to achieve, without the customer having to own specific costs and risks. Three elements sit inside that definition: the outcome the customer wants, the cost the customer avoids, and the risk the customer transfers.
354 words, about 2 min02The Service Value System
The service value system (SVS) describes how all the components and activities of an organization work together to enable value creation. Demand and opportunity enter the system, and value comes out.
373 words, about 2 min03The Four Dimensions of Service Management
Every service, practice and value stream must be considered through four dimensions. They apply to the whole SVS, not just to individual services, and no dimension stands alone - a decision in one constrains the others.
369 words, about 2 min04The Seven Guiding Principles
Guiding principles are universal recommendations that guide an organization in all circumstances. They apply to any initiative, at any scale, and they interact - improving one usually affects the others.
360 words, about 2 min05The Service Value Chain
The service value chain is a set of six interconnected activities that an organization performs to transform demand and opportunity into value through products and services. It is a model of what the organization does, not a prescribed sequence.
377 words, about 2 min06ITIL Practices: Structure and the Ones That Get Tested
A practice is a set of organizational resources designed for performing work or accomplishing an objective - resources meaning people, technology, information and partners. ITIL 4 defines 34 practices in three groups: 14 management practices (e.g.
348 words, about 2 min07Continual Improvement
Continual improvement appears three ways in ITIL 4: as an SVS component , as one of the management practices , and as the improve value chain activity. Improvement is everyone's responsibility, at every level of the organization.
381 words, about 2 min08Service Level Agreements and Service Level Management
Service level management (SLM) is the practice of setting clear business-based targets for service levels and ensuring delivery against them. An SLA is an agreement between a provider and a customer that is documented and describes the service, the expected service levels, and the responsibilities of both parties.
345 words, about 2 min09Performance Indicators and Metrics
A metric is a measurement or set of measurements taken over time. A key performance indicator (KPI) is a metric that is important enough to be used to measure achievement of a critical success factor.
320 words, about 2 min