Introduction To ITIL®4: Lear/quest

Introduction to ITIL®4
Foundation Course Exam Prep
lear/Quest
Introduction
This course reviews the expectations tor ITIL®4 in

preparation for the certification exam.
C L«jrnQu»M 202C
Learning Objectives
ITIL®4 Introduction
Course Objectives include: Prepping for the ITIL®4 Exam.
0LMmOuMt2ON
Learning Objectives
ITIL®4 Introduction
Upon completion of this module, learners will be able to:
• Detine the structure of ITIL®4 for exam prep

• Define ITIL®4 components/modules
• Identify exam requirements
• Identify benefits of ITIL®4
© LNrnOuoM 2020
ITIL®4 Structure
Information
«v.--
Technology
Infrastructure
Library
C LumOwit 2020
ITIL®4 Structure
Information Technology
Service Management (ITSM)
2010
ITIL®4 Structure
Information Technology
Service Management (ITSM)
Digital Age
ClAarnOuMt JOJO
ITIL®4 Structure
CLwmOuMt 20N
ITIL®4 Framework
Set of Best Practices Publication

Library
• 1 Official ITIL®4 Book
• Service Provisioning • Published by Axelos
•1986-42 Books • Service Consumption • Follows an accredited
(ITU vl)
• Service Management Syllabus
•2007-7 Books
(ITU v2) • The exam is based on
•2011 -5 Books the Syllabus*
(ITU v3) •owned by Axelos-provided as
resource material
•2019-1 Book
(ITU v4)
O UMrnQueM 2010
im® Is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. AN rights reserved.
ITIL®4 Key Components
1- The Service Value System (SVS)

2- The Four Dimensions of Service Management
C LMrnQueU NI*
Copvr«M C AXI LOS lenrtcd 2019 Reproduced under licence from Axl LOS All rieh<i reserved.
Guiding
Principles
Guiding Principles
Governance 2
The Governance
Service
Value Service Value Q Service
Chain (SVC) Value
System Chain
(SVS)
Practices 4 Practices
Continual Continual
Improvement
Improvement
eiAirnQucU 2010
Copyright C AXE LOS limited 2019 Reproduced under licence from AXE I OS All riehti reserved.
Guiding
Principles
Guiding Principles
Governance
The Governance
Service
Value Service Value
Opportunity/
Service
Chain (SVC) Value
System Demand Chain
(SVS)
Practices Practices
Continual Continual
Improvement
Improvement
CL* irnQueM 101©

Copyright C AXE IOS limited 2019 Reproduced under licence from AXE I OS All righti reserved.
Guiding
Principles
Governance
The ___________
Service
Value Service Value
Opportunity/
System Chain (svcj Demand
Value
(SVS) __________
Practices
Continual
Improvement
OLMmOuut 2010
Copyright C AXE LOS limited 2019 Reproduced under licence from AXE I OS All rights reserved.
The Four Dimensions of Service Management
Political Economical
Factors Factors
Organizations & Intormation &

People Technology
Products & Social

Environmental Services
Factors Factors
Value
Partners & Value Streams

Suppliers & Processes
Environmental
Factors
Every dimension is affected by multiple factors OLearnQuest 202V

Copyright C AXEIOS Limited 2019. Reproduced under licence from AXELOS. AN rights reserved.
The Four Dimensions of Service Management
Factors Factors
Organizations & Information &

People Technology
Products & Social

Environmental Services
Factors Factors
Value

4
Environmental Technological
Factors Factors
m Factors
Every dimension is affected by multiple factors CLearnOueM 2010
Copyright C AXEIOS limited 2019 Reproduced under licence from AXE IOS. AN righty reserved.
ITIL®4 Modules
Key Concepts of Service Management
Note: Modules based on the Axelos Syllabus

• LMrnQuwt 2010
ITIL®4 Modules

Four Dimensions of Service Management

C LurnQueM 20M
ITIL®4 Modules

ITIL Service Value System

C LMrnOuMt 2010
ITIL®4 Modules

Service Value Chain

• LNrnOueM 2020
ITIL®4 Modules

Service Value Chain
ITSM Guiding Principles (7)

• LNrnOucM 2010
ITIL®4 Modules

Service Value Chain
ITIL®4 Practices (15)

eiMmOowtKM
ITIL®4 Modules

Service Value Chain
ITIL®4 Practices (15)
• General Management Practices (4)

• Service Management Practices (10)
• Technical Management Practices (1)

CLNrnQucM MIC
ITIL®4 Exam Requirements
The Foundation Certificate Examination
OLNrnOueM 2020
• 40 multiple choice questions

• 26 correct to pass (65%)
• 60 minutes
• Closed book
CLxrnQueM 2010
• 40 multiple choice questions

• 26 correct to pass (65%)
• 60 minutes
• Closed book
• Prerequisite for further ITIL®4 exams
❖ Exam based on the Axelos published official
Syllabus (provided as resource material)
❖ Course modules follow the Axelos Syllabus, to
include Sample Exams, quiz questions,
exercises and reference material
CLurnQucit MIC
ITIL®4 Exam/Qualifications
ITIL®4 Master
ITIL®4 Managing Professional (MP) ITIL®4 Strategic Leader (SL)
ITIL®4 ITIL®4 ITIL®4 ITIL®4 ITIL®4 ITIL®4
Specialist Specialist Specialist Specialist Specialist Specialist
Create, Drive High Direct, Plan Direct, Plan Digital & IT

Deliver & Stakeholder Velocity IT & Improve Strategy
Support Value
ITIL®4 Foundation
Designation achieved once completed all relevant examinable modules in each stream
Examinable modules towards ITIL®4 Managing Professional and ITIL®4 Strategic Leader
Examinable modules applicable to both ITIL®4 Managing Professional & ITIL®4 Strategic Lead
Transition module for V3 ITIL Experts or those with 17 or more credits to gain
ITIL®4 Managing Professional designation
C LMrnOucM MIC
Benefits of ITII®4
eiwnOwit 20M
Benefits of ITIL®4
• Assists organizations in
realizing the value of IT and
its contributions to fulfilling
goals and objectives
CLNrnQueM 20N
Benefits of ITIL®4
• Assists organizations in
realizing the value of IT and
its contributions to fulfilling
goals and objectives
• Reduction in company silos

amongst divisions, departments
and teams (key benefit)
C L»arnOu»M 20N
Benefits of ITII®4
• Assists organizations in Increased understanding

realizing the value of IT and of customer/stakeholder
its contributions to fulfilling expectations, needs and
goals and objectives requirements
• Reduction in company silos

amongst divisions, departments
and teams (key benefit)
OLMrnOuvM 20X
Benefits of ITII®4
• Assists organizations in Increased understanding

realizing the value of IT and of customer/stakeholder
its contributions to fulfilling expectations, needs and
goals and objectives requirements
• Reduction in company silos Gives direction on how

amongst divisions, departments to implement changes
and teams (key benefit) and improvements
OLMrnQucM MIC
Review
Review
ITIL®4 identifies the value of communication

and merging development activities and
operations
Review

operations
Provides guidance for stakeholders to

implement practices to enhance
management of services
Review

operations
Provides guidance for stakeholders to

implement practices to enhance
management of services
Exam based on official Syllabus published

by Axelos
Key Concepts
{.ear/Quest
Learning Objectives
ITIL®4 Key Concepts
• Recall ITIL®4 service management terms

• Summarize key concepts ot creating value with services
• Summarize key concepts of service relationships
C I ejrr>2u«l 2020
ITIL®4 Terms and Key Concepts
Service Utility Warranty Customer User
Service
Sponsor Cost Value Organization
Management
Service Service
Outcome Output Risk
Offering relationship
Service Service
Product
Provision Consumption
O LemQuat 2020
ITIL®4 Service Management Terms
Service
• A means of enabling value co-creation by facilitating outcomes that

customers want to achieve, without the customer having to manage
specific cost and risks. Examples include Email, Cloud, Network, etc.
Service
• A means of enabling value co-creation by facilitating outcomes that

customers want to achieve, without the customer having to manage
specific cost and risks. Examples include Email, Cloud, Network, etc.
Service Management
• A set of specialized organizational capabilities for enabling value

for customers in the form of services.
O LevnQucii 2020
Utility
C IcimQueU 2020
Utility
• The functionality offered by a product or service to meet

a particular need. Can be summarized as ‘what the service
does’ and can be used to determine whether a service is
fit for purpose
O LevnQucii 2020
Utility
• The functionality offered by a product or service to meet

a particular need. Can be summarized as ‘what the service
does’ and can be used to determine whether a service is
fit for purpose’
Warranty
• Assurance that a product or service will meet agreed

requirements. Can be summarized as ‘how the service
performs’ and can be used to determine whether a service
is fit for use
O LevnQuai 2020
ITIL®4 Terms
Customer
A person who defines

the requirements for
o service and takes
responsibility for the
outcomes of service
consumption.
C IcjmQucH 2020
ITIL®4 Terms
Customer User
A person who defines

the requirements for
o service and takes
responsibility for the
outcomes of service
consumption.
O LevnQueii 2020
ITIL®4 Terms
Customer User Sponsor
A person who defines A person who uses A person who

the requirements for services. authorizes budget
a service and takes for service
responsibility for the consumption.
outcomes of service
consumption.
C LejmOxlI 2020
ITIL®4 Key Concepts of Creating Value with Services
Achieving desired
outcomes requires
resources (and
therefore costs) and is
often associated with
risks
Achieving desired Service providers help their

outcomes requires consumers to achieve
resources (and outcomes by
therefore costs) and is management
often associated with of risks and costs
risks (to co-create value)
Cost
The amount of
money spent
on a specific
activity or
resource.
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Cost Value
The amount of The perceived

money spent benefits,
on a specific usefulness,
activity or and
resource. importance
of something.
C lejmQunt 2020
Cost Value Organization
The amount of The perceived A person or

money spent benefits, a group of
on a specific usefulness, people that
activity or and has its own
resource. importance functions with
of something. responsibilities,
authorities,
and
relationships
to achieve its
objectives.
O leanQueit 2090
Outcome
• A result for a stakeholder enabled
by one or more outputs.
C lonQueil 2020
Outcome Output
• A result for a stakeholder enabled • A tangible or intangible
by one or more outputs. deliverable of an activity.
C leamQurU 2020
Outcome Output
Risk
• An event that causes harm or loss
or make it more difficult to
achieve objectives. Can also be
defined as uncertainty of
outcome and can be used in the
context of measuring the
probability of positive outcomes
as well as negative outcomes. O lexiQueil TOO
Outcome Output
Risk Product
• An event that causes harm or loss • A configuration of an
or make it more difficult to organization’s resources designed
achieve objectives. Can also be to offer value for a consumer.
defined as uncertainty of
outcome and can be used in the
context of measuring the
probability of positive outcomes
as well as neaative outcomes. 6 IOHQUMI TOO
Key Concepts of Service Relationships
Managing services depend

on the value of relationships with
consumers and how they are
affected by the outcomes, costs,
and risks involved
Service relationships are

perceived as valuable only
when positive effects outweigh
the negative
C lejmQunt 2C20
Definition: Service Offering
❖ A description of one or more services, designed to address the needs of a target

consumer group. A service offering may include goods, access to resources, and
service actions.
C leanQueil 2020
Definition: Service Offering
❖ A description of one or more services, designed to address the needs of a target

consumer group. A service offering may include goods, access to resources, and
service actions.
❖ Service Providers (a role performed by an organization in a service relationship

to provide services to consumers) present service offerings to consumers to meet
specific needs. Consumer groups may either be internal or external to the service
provider organization.
Service Offering Componenfs

Component Description Example
Goods • Supplied to A mobile
o For example, mobile
a consumer application
applications are
• Consumer attains
offered to different
ownership and
consumer groups.
responsibility
o Service providers
are required to Access to • Provider retains Access and
manage service resources ownership storage to
offerings based on • Consumer receives application data
service offering controlled access
components. or a license to
resources
Service actions • Service provider User support

fulfilling the needs
of the consumer
II 4$ 0:02 / 7:25 ES 0 Z
Definition: Service Relationship
❖ A cooperation between a service provider and service consumer

includes service provision, service consumption, and service-relationship
management.
O leanQueil 2020
Definition: Service Relationship
❖ A cooperation between a service provider and service consumer

includes service provision, service consumption, and service-relationship
management.
❖Service-Relationship Management are joint activities performed by

a service provider and a service consumer to ensure continual value.
Co-creation is based on agreed and available service offerings.
o Service relationships co-create value
o Organizations can take on both roles of service provider and service consumer
o Service relationships are bi-directional
© leanQueit 2020
Definition: Service Provision
C lejmQunl 2020
❖Activities performed by an organization in order to provide services,

such as resource management, fulfilling agreed actions, monitoring
continual improvement, etc.
O l ejmQueM 2020
❖ Activities performed by an organization in order to provide services,

such as resource management, fulfilling agreed actions, monitoring
continual improvement, etc.
❖ Provisioning activities include:

o Management of provider resources, configured to deliver the service
o Provision of access to resources for users
o Fulfillment of agreed service actions
o Service-level management of service performance and continual improvement
o Supplying of goods
Definition: Service Consumption
❖Activities performed in the consumption of a service, such as using

a provider’s resources or requesting the fulfilment of actions.
O lejmQurM TOO
Definition: Service Consumption
❖Activities performed in the consumption of a service, such as using

a provider’s resources or requesting the fulfilment of actions.
❖ Consumption activities include the following:

o Using a service provider’s resources to create or update products to address
consumers needs
o Receivers of services, including customers, users, and sponsors
o Management of consumer resources needed to consume the service
o Utilization of the provider's resources and requesting service actions be fulfilled
o Receipt or acquisition of goods
Review
Service management concepts include

value, outcomes, services, customers, costs
and risks (reduction in costs and risks)
Key ITIL®4 Terms include:

• Formula for value - utility + warranty
• Stakeholders - customer, user, sponsor,
service provider, organization
• Service relationship - collaboration
between the service provider and the
consumer
• Service Management activities -
provisioning services, consuming services,
and service actions needed to provide
service offerings
The Four Dimensions
lear/Quest
Learning Objectives
• Summarize Organizations and People

• Summarize Information and Technology
• Summarize Partners and Suppliers
• Summarize Value Streams and Processes
© L»JrnQu<lt 202-0
Organizations and People
Factors Factors
The four
Organizations & Information & dimensions
People Technology
of service
Products & Social management
Environmental = Services
Factors Factors apply to all
Value services being
managed, as
well as the SVS
in general
Factors Factors
© LtarnQutst 2020
Copyright C AXEIOS limited 2019. Reproduced under licence from AXEIOS. All rights reserved.
❖ People are one of the primary assets

to any organization. They contribute
to an organization's success.
© L»JrnQu»H 2020

to an organization’s success.
❖ Some principles of an effective,

organizational culture include trust,
transparency, shared values and
communication.
© L«jrnOu»it 2020

to an organization’s success.
❖ Some principles of an effective,

organizational culture include trust,
transparency, shared values and
communication.
❖ Organizations should identify the

appropriate roles, responsibilities,
competencies and skills of its staff.
©L»4fnOu<lt 2020
O L*jrnOu»t 2020
Formal organizational
structures
© LwrnQuejt 2020
H Formal organizational
■ structures
HI Leaders need to champion

H and advocate for company
H values
© L»jrnQu»lt 2020
J Formal organizational
H structures
H Leaders need to champion

H and advocate for company
H values
■ Individuals and teams

■ need to understand other
H departments
© L«JrnOu»lt 2020
Information and Technology
Factors Factors
To support a
holistic approach
Organizations & Information & to service
People Technology management,
Products Social the four
Environmental & Services
Factors Factors dimensions
Value represent
perspectives,
which are relevant
to the whole
Service Value
Technological
Environmental System
Factors Factors
© L«jrnOu*it 2020
❖ Organizations need to consider various factors when

provisioning services (information, knowledge,
technologies).
❖ Organizations need to consider various tactors when

technologies).
❖ Factors affecting how services are delivered include

supporting information, what information is being
managed by services and how information is
protected.
❖ Organizations need to consider various factors when

technologies).
❖ Factors affecting how services are delivered include

supporting information, what information is being
managed by services and how information is
protected.
❖ Technology underpins mostly all service-management

activities. The business will need to consider how
technology is aligned to the organization’s strategy.
System Monitoring
User Support
Security and Compliance
Deployment Solutions
Cloud Solutions
© L»jrnOu«it 2020
© L«arnOu»it 2020
Partners and Suppliers
Factors Factors Process
improvements
2 should be
People
planned with
Technology
complete
Products Social consideration of
Environmental & Services
Factors Factors every party
Value
4 involved,
Partners & Value Streams including
Suppliers & Processes business partners,
vendors, the
Technological client/customer,
Environmental
Factors Factors developers, etc.
O LMmQuMt 2020
❖ Many organizations rely on the services,

goods, products, and resources of other
partners and suppliers.
© L«arnOu»st 2020

❖ Some partner/vendor organizations

may be suppliers of development, design,
deployment, repairs, improvements and
support of services.
© L«arnQu»it 2020

❖ Some partner/vendor organizations

may be suppliers of development, design,
deployment, repairs, improvements and
support of services.
❖ Service partnerships may even share

common goals and risks (identified in
service level agreements and contracts).
© L»jrnOu<it SOM
Service Integration
• May be kept within an organization or contracted out

and may entail the use of an experienced integrator
and/or subject-matter expert.
Service Integration
• May be kept within an organization or contracted out

and may entail the use of an experienced integrator
and/or subject-matter expert.
Supplier Management
• Based on the strategic focus, culture, and goals of a

business environment, there may be a need to manage
the performance of a supplier and the effective delivery
of services.
Value Streams and Processes
Factors Factors
Value streams
(activities/workflows)
People Technology work within the
Products Social Service Value Chain.
Environmental ; This dimension
Factors Factors
Value focuses on activities
Value and how they are
Partners & Streams &
Processes
organized.
Suppliers
Factors Factors
© L»JrnQu»lt 2020
The value streams and processes dimension is concerned with how the various parts of
the organization work in an integrated and coordinated way to enable value creation
through products and services.
This dimension defines the activities, workflows, controls and procedures needed to
achieve agreed objectives.
ClwmOuHI KM
Definition: Value Stream
❖ A series of steps/activities an organization undertakes to create

and deliver products and services to consumers.
© LtJmOuvtt 2020
Definition: Value Stream
❖ A series of steps/activities an organization undertakes to create

and deliver products and services to consumers.
❖Activities include:
o Responding to scenarios (Example: onboarding)
o Coordinating steps in an integrated way to enable value creation
through products and services
o Workflows/patterns to achieve organizational goals
o Adapting/reacting to changing organizational demands and circumstances
o Combining steps
® L*JrnQu*it 2020
Which triggers need to be responded

to with specific tasks?
© L»jrnOu»it 2020

Which controls, procedures and workflows

are needed to achieve agreed objectives?
© L*jrnQu*lt 20M

Which controls, procedures and workflows

are needed to achieve agreed objectives?
• How will steps be mapped to increase

productivity that add value and remove
barriers?
© L*JrnQu»>t 2020
Definition: Process
❖ A set of interrelated or interacting activities that transform inputs

into outputs. A process takes one or more defined inputs and turns
them into defined outputs. Processes define the sequence of actions
and their dependencies.
© L«jrnQu»it 2020
Definition: Process
❖ A set of interrelated or interacting activities that transform inputs

into outputs. A process takes one or more defined inputs and turns
them into defined outputs. Processes define the sequence of actions
and their dependencies.
❖ Entails the following:

o Supported by detailed procedures and work instructions
o Can be optimized and eventually automated
o Interrelated and interacting steps designed to achieve a specific objective
o Can improve productivity
© L»jrnQu»lt 2020
Review
All Four Dimensions ore important to Service

Management and every dimension can be
attected by multiple external factors
Review
All Four Dimensions ore important to Service

attected by multiple external factors
All dimensions represent perspectives that are

relevant to the entire service value system
Review
• All Four Dimensions ore important to Service

affected by multiple external factors
• All dimensions represent perspectives that are

• There are no sharp boundaries, and dimensions

can overlap
Review
• All Four Dimensions ore important to Service

affected by multiple external factors
• All dimensions represent perspectives that are

• There are no sharp boundaries, and dimensions

can overlap
• Not addressing all four dimensions effectively

may impact how products and services are
delivered

Introduction To ITIL®4: Lear/quest

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Introduction to ITIL®4

Foundation Course Exam Prep

This course reviews the expectations tor ITIL®4 in

Course Objectives include: Prepping for the ITIL®4 Exam.

Upon completion of this module, learners will be able to:

• Detine the structure of ITIL®4 for exam prep

Set of Best Practices Publication

1- The Service Value System (SVS)

CL* irnQueM 101©

Organizations & Intormation &

Products & Social

Partners & Value Streams

Every dimension is affected by multiple factors OLearnQuest 202V

Organizations & Information &

Products & Social

Partners & Value Streams

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

Note: Modules based on the Axelos Syllabus

Key Concepts of Service Management

• General Management Practices (4)

Note: Modules based on the Axelos Syllabus

The Foundation Certificate Examination

The Foundation Certificate Examination

• 40 multiple choice questions

The Foundation Certificate Examination

• 40 multiple choice questions

Create, Drive High Direct, Plan Direct, Plan Digital & IT

• Reduction in company silos

• Assists organizations in Increased understanding

• Reduction in company silos

• Assists organizations in Increased understanding

• Reduction in company silos Gives direction on how

ITIL®4 identifies the value of communication

ITIL®4 identifies the value of communication

Provides guidance for stakeholders to

ITIL®4 identifies the value of communication

Provides guidance for stakeholders to

Exam based on official Syllabus published

Upon completion of this module, learners will be able to:

• Recall ITIL®4 service management terms

Service Utility Warranty Customer User

• A means of enabling value co-creation by facilitating outcomes that

• A means of enabling value co-creation by facilitating outcomes that

• A set of specialized organizational capabilities for enabling value

• The functionality offered by a product or service to meet

• The functionality offered by a product or service to meet

• Assurance that a product or service will meet agreed

A person who defines

A person who defines

Customer User Sponsor

A person who defines A person who uses A person who

Achieving desired Service providers help their

II 4$ 0:04 / 5:51 EH3 0 Z