ITIL 4 Foundations Exam Solution Guide (2022 updated Summary)

ITIL 4 Foundations Exam Solution Guide (2022 updated) 1. PESTLE (list): Political Economic Social Technological Legal Environmental 2. 4 dimensions of service management: organizations & people information & technology partners & suppliers value streams & processes 3. components of the service value system: inputs: -opportunity -demand components: -7 guiding principles -governance -service value chain -34 ITIL practices -continual improvement output: -value 4. service value chain activities list: plan engage design & transition obtain or build deliver & support improve 5. value stream: a series of steps that an organization uses to create and deliver products/services to a consumer 6. ITIL activities: -represent the steps an organization takes in the creation of value -each activity contributes to the value chain by transforming specific inputs into outputs 7. ITIL practice (definition): a set of organizational resources designed for per- forming work or accomplishing an objective (e.g. service desk) 8. ITIL service value system (SVS): a model representing how all the compo- nents and activities of an organization work together to facilitate value creation a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its customers and facilitate value 9. purpose of the SVS: ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services 10. continual improvement (principle): a recurring activity to ensure that perfor- mance continually meets stakeholders' expectations 11. service value chain (definition): an operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services 12. governance: the means by which an organization is directed and controlled 13. opportunity: 14. plan (activity): ensures a shared understanding of the vision, status, and improvement direction for all four dimensions and all products and services across and org 15. design and transition: ensures products and services continually meet stake- holder expectations related to quality, costs, and time to market 16. engage (activity): provides a good understanding of stakeholder needs, trans- parency, and continual engagement and good relationships with all stakeholders 17. obtain or build: ensures service components are available when and where they are needed and meet agreed specifications 18. deliver and support: ensures services are delivered and supported according to agreed specifications and stakeholders' expectations 19. improve (activity): ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management 20. (business) value: the perceived benefits, usefulness, and importance of something 21. organizations and people: -roles and responsibilities -systems of authority and communication -a culture that supports objectives -the right level of capacity and competency in the workforce 22. information and technology: -information and knowledge necessary for man- agement of services -technologies required to support services (e.g. communication systems, databas- es) -inputs and outputs of activities and practices 23. partners and suppliers: relationships with other orgs involved in the design, development, deployment, & improvement of service contracts and other agree- ments between the org and its partners/suppliers 24. value streams and processes: -defines the activities, workflows, controls, and procedures needed to achieve several objectives -concerned with how the various parts of the organization work in an integrated/co- ordinated way to enable value creation through products/services 25. consequences of failing to address all four dimensions properly: services may become undeliverable or not meet expectations of quality or efficiency 26. guiding principles (list): focus on value collaborate and promote visibility start where you are keep it simple and practical think and work holistically optimize and automate progress iteratively with feedback 27. guiding principles (definition): -recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure -universal and enduring -should be applied to any initiative and all relationships 28. ITIL practices categories: general management practices service management practices technical management practices 29. the 15 ITIL practices focused on in this course: change control service desk deployment management IT asset management relationship management service request management incident management problem management service level management continual improvement monitoring and event management information security management release management supplier management service configuration management 30. change control: purpose: maximize the number of successful IT changes by managing risks, authorizing changes, and managing the change schedule 31. service desk: purpose: capture user demand for incident resolution and ser- vice requests details: -serves as the single point of entry & contact for service providers and their users 32. deployment management: purpose: move new or changed hardware/soft- ware/component to live environments details: -works closely with release management and change control 33. types of deployment: phased- new/changed components are deployed to a part of the production environment one at a time continuous- components are integrated/tested/deployed as needed big bang- components are deployed to all targets at the same time pull- software is made available in a controlled repository and can be downloaded on demand 34. IT asset management: purpose: plan and manage the full lifecycle of all IT assets to help an organization achieve certain objectives scope: -includes all software, hardware, networking, cloud services, and client devices -may also include non IT assets such as buildings or information where there is a financial value and is required to deliver an IT service -can include operational technology such as IOT helps the org: -maximize value -control costs -manage risks -support decision making -meet regulatory requirements 35. relationship management: purpose: establish and nurture links between an org and its stakeholders at strategic and tactical levels details -stakeholder needs and drivers are understood and services prioritized appropri- ately -org facilitates value creation for all stakeholders in line with its strategy 36. service request management: purpose: support the agreed quality of a ser- vice by handling all pre-defined, user initiated service requests in an effective & user friendly way Details: -service requests are a normal part of service delivery and are not incidents -service requests should be standardized and automated -process is Initiation > approval > fulfillment 37. service request: a request from a user or authorized representative that initiates a service action that has been agreed upon as a normal part of service delivery may include requests for -service delivery action (replace toner) -information (how to create a document) -provision of a resource or service (new vhost) -access to a resource or service (file perms) -feedback 38. incident management: purpose: minimize the negative impact of incidents by restoring normal service operation as quickly as possible details: key activities: -design the practice appropriately for different types of incidents -prioritize incidents based on business impact -use a robust tool to log and manage incidents 39. swarming: many different stakeholders working together initially until it be- comes clear who are the best to continue the work -used in incident management 40. problem management: purpose: reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors step 1: problem identification (identify and log) -perform a trend analysis of incident records step 2: problem control (prioritize and manage problems) -prioritize based on risk step 3: error control (manage known errors) -identify potential permanent solutions -reassess status of known errors -evaluate workarounds 41. workaround: a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available 42. service level management: purpose: set clear business targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against those targets details: -involves the definition/documentation/management of service levels -provides end-to-end visibility of an org's services by helping to establish a shared view of services and ensure the org meets defined service levels information sources: -customer engagement -customer feedback 43. service level agreement (SLA): a documented agreement between a service provider and customer that identifies the required services and the expected level of those services 44. continual improvement (practice): purpose: align an org's practices and services with changing business needs through ongoing improvement 45. continual improvement key activities: -encouraging CI across an org -securing time and budget for CI -identifying and logging improvement opportunities -assessing and prioritizing improvement opportunities -making business cases for improvement actions -planning and implementing improvements -measuring and evaluating results -coordinating improvement activities across an org 46. monitoring and event management: purpose: systematically observe ser- vices and record/report selected changes of a state identified as events helps orgs: -identify events and establish the appropriate response including responding to conditions that could lead to incidents 47. monitoring: focuses on the systematic observation of CIs and services to detect conditions of potential significance -should be highly automated 48. information security management: purpose: -protect the information needed by an org to do its business -understand and manage the risks to confidentiality, integrit y, and availability of information -understand authentication and non-repudiation (cannot deny an action was taken) details: maintain a balance between -prevention (prevent bad things) -detection (notice and resolve them quickly) -correction (recovery) maintain an additional balance between protecting the org and preventing it from innovating 49. release management: purpose: make new and changed services and fea- tures available for use details: -depending on the environment release management may occur before (Agile/De- vOps) or during (traditional) deployment 50. supplier management: purpose: ensure an org's suppliers and their perfor- mances are managed to support the seamless provision of quality products and services key activities: