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ITIL 4 Foundation — Core Concepts flashcards

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Value and co-creation, utility and warranty, service relationships, the four dimensions, the service value system and chain, the seven guiding principles, and the fifteen practices ITIL 4 Foundation asks about. For ITIL 4 Foundation, still offered alongside ITIL (Version 5) as of October 2026.

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Learn deck · part of ITIL 4 Foundation · written against: ITIL 4 Foundation syllabus. Updated 2026-10-10.

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  1. In ITIL 4 terms, what is service management?
    Service management is the set of specialized organizational capabilities that an organization uses to enable value for its customers through services.
    Key Concepts › Value and Co-creation
  2. How does ITIL 4 define value, and who decides whether something has it?
    Value is how beneficial, useful and important something is perceived to be. It is subjective: each stakeholder judges it from their own point of view.
    Key Concepts › Value and Co-creation
  3. What are the seven ITIL 4 guiding principles?
    Focus on value; start where you are; progress iteratively with feedback; collaborate and promote visibility; think and work holistically; keep it simple and practical; optimize and automate.
    Guiding Principles
  4. A service desk measures success only by the number of tickets closed per hour. Which guiding principle is being neglected?
    Focus on value — everything should link back to value for stakeholders, so the team needs to know who it serves and what they actually value, including customer and user experience.
    Guiding Principles
  5. What are the four dimensions of service management?
    Organizations and people; information and technology; partners and suppliers; value streams and processes. They apply to every service and to the service value system as a whole.
    Four Dimensions
  6. A new tool fails because staff were never trained and the culture punishes sharing knowledge. Which dimension was neglected?
    Organizations and people — it covers roles and responsibilities, organizational structures, culture, staffing and competencies.
    Four Dimensions
  7. What is the purpose of the ITIL service value system (SVS)?
    To make sure the organization continually co-creates value with all its stakeholders by using and managing products and services. The SVS shows how all of the organization's components and activities fit together as one system that enables value creation.
    Service Value System
  8. What are the five components of the service value system?
    Guiding principles, governance, the service value chain, practices and continual improvement.
    Service Value System
  9. What are the six activities of the service value chain?
    Plan, improve, engage, design and transition, obtain/build, and deliver and support.
    Service Value Chain
  10. What is the purpose of information security management, and which properties does it protect?
    To protect the information the organization needs to do business. That means managing confidentiality, integrity and availability, plus aspects such as authentication and non-repudiation.
    Practices › Purpose-Level Practices

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