ITIL 4 Foundation Study Guide

Prepare for the PeopleCert ITIL 4 Foundation exam with a complete, plainly written study guide that covers the entire official syllabus — nothing padded, nothing missing.

ITIL 4 Foundation is the entry point to the ITIL scheme: one closed-book exam, 40 multiple-choice questions in 60 minutes, pass mark 26/40 (65%), no negative marking, no prerequisites and no training course required. This guide teaches all seven syllabus learning outcomes in six chapters, weighted the way the exam is weighted — including the seven practices in detail that carry 42.5% of the exam.

What's inside:

- The full exam picture up front: format, rules, question types, what PeopleCert charges (Exam Bundle US$690 incl. VAT in its US store — voucher, official eBook and Learning Resource Kit; prices vary by country), the 3-year renewal cycle, and PeopleCert's published plan to sunset ITIL 4 modules on 31 December 2027

- Every key definition taught word-perfectly (service, value, utility, warranty, customer, user, sponsor, incident, problem, known error, and more), then shown at work in realistic scenarios

- "How this shows up on the test" callouts throughout, naming the exact traps the exam sets — utility vs warranty, release vs deployment, problem vs known error, watermelon SLAs

- Worked examples for the concepts candidates mix up: outcomes vs outputs, costs and risks removed vs imposed, the service offering's three ingredients

The 6 chapters:

1. Key Concepts of Service Management — the exam itself, plus value, outcomes/outputs, costs/risks, utility/warranty, the customer/user/sponsor roles, service offerings and relationships (12.5% of the exam)

2. The Guiding Principles — all seven principles: what each means, how to apply it, and how it fails (15%)

3. Four Dimensions and the Service Value System — the four dimensions, PESTLE, and the five SVS components with governance (7.5%)

4. The Service Value Chain — the six activities, their exact purposes, and how they interconnect into value streams (5%)

5. The Fifteen Practices: Purpose and Key Terms — all 15 purposes by their signature phrases, plus the 7 key term definitions (17.5%)

6. Seven Practices in Detail — continual improvement and its 7-step model, change enablement, incident management, problem management, service request management, service desk, service level management (42.5%)

Format: PDF study guide, 41 pages. Read it on any device; print it if you like paper.

Files included (1):

- itil4-study-guide.pdf — the 6-chapter study guide (41 pages)

Independent study material. Not affiliated with or endorsed by PeopleCert. ITIL® is a registered trademark of PeopleCert; this guide is an independent study aid for the ITIL 4 Foundation syllabus.