ITIL 4 Complete Cheat Sheet
Key Concepts & Workflows
1. Service
- Delivers value to customers by facilitating outcomes without managing costs/risks.
- Example: Email service, cloud storage, VPN access.
- Remember: Creates value, not just a product.
2. Service Management
- Organizational capabilities to deliver value via services.
- Focus: Processes, people, technology, governance.
- Remember: End-to-end service management, not just IT support.
3. Value
- Perceived benefits, usefulness, and importance of a service.
- Example: Faster incident resolution improves productivity.
- Remember: Value is outcome-focused.
4. Service Value System (SVS)
- How organizational components work together to create value.
- Components:
- Guiding Principles – Recommendations for decision-making.
- Governance – How the organization is directed and controlled.
- Service Value Chain – Transforms demand into value.
- Practices – Resources to perform work.
- Continual Improvement – Ongoing improvement of services and practices.
- Remember: SVS ensures consistent collaboration to create value.
Incident Management Workflow
Incident Logged
↓
Categorize & Prioritize
↓
Assign Technician
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Investigate & Diagnose
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Resolve & Recover
↓
Closure & Document
Service Request Fulfillment Workflow
Request Submitted
↓
Categorize & Prioritize
↓
Approval (if required)
↓
Assign Technician/System
↓
Fulfill Request
↓
Notify & Close