The seven 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
The four dimensions of service management
| Dimension | Covers |
|---|---|
| Organizations & people | Structure, culture, roles, competencies. |
| Information & technology | The information and tech that enable services. |
| Partners & suppliers | External relationships and contracts. |
| Value streams & processes | How activities combine to create value. |
The six service-value-chain activities
| Activity | Purpose |
|---|---|
| Plan | Set direction and shared vision. |
| Improve | Continually better products, services and practices. |
| Engage | Understand stakeholders and demand. |
| Design & transition | Build services that meet expectations and release them. |
| Obtain / build | Acquire or create components. |
| Deliver & support | Deliver services and provide support. |
Exam traps
- Value chain is sequential. Its activities combine in flexible value streams, not a fixed order.
- ITIL = ITSM tool. ITIL is a framework of best practices, not software.
- Forgetting "start where you are." Don't rip-and-replace; assess what already exists.
Test yourself
4 quick questions — tap an answer to check it instantly. Nothing is sent anywhere.
1. How many ITIL 4 guiding principles are there?
Answer: C. Seven guiding principles.
2. Which is one of the four dimensions of service management?
Answer: B. Partners & suppliers is a dimension; Plan/Improve/Engage are value-chain activities.
3. The service value chain has how many activities?
Answer: C. Six: Plan, Improve, Engage, Design & transition, Obtain/build, Deliver & support.
4. 'Start where you are' means you should…
Answer: B. Assess the current state and build on what already works.
Sources
- AXELOS / PeopleCert — ITIL® 4 Foundation publication and exam syllabus.
Reference summary only. "ITIL" is a trademark of its owner; this material is independent.