ITIL 4 Foundation

What is ITIL?

• A set of best practices and guidance in IT Service Management

• Led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years

• Designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

The means of enabling value co-creation, by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

• Service

• Value

• Value Perception

• Warranty

The perceived benefits, usefulness and importance of something

• Value

• Service

• Value Perception

• Warranty

The functionality offered by a product or service to meet a particular need

• Utility

• Warranty

• Service

• Value

Assurance that a product or service will meet agreed requirements

• Warranty

• Utility

• Service

• Value

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

• Customer

• User

• Sponsor

A person who uses services

• Customer

• User

• Sponsor

A person who authorizes budget for service consumption

• Customer

• User

• Sponsor

The ability of an organization, person, process, application, configuration item or IT service to carry out an activity

• Capability

• Service

• Value

A set of specialized organizational capabilities for enabling value for customers in the form of services

• Capabilities

• IT Service Management

• Value

• Service