ITIL 4 Foundation.
The industry-standard IT service management framework — service value chain, the four dimensions model, the guiding principles, and continual improvement practices as they apply in enterprise IT. Passed in April 2023; the three-year renewal window has since closed.
Credential details.
The document.
What the
framework covers.
The concepts that translate most directly into daily support and administration work.
How demand becomes value, and where a support function actually sits inside that path.
Plan, improve, engage, design, obtain, deliver, support — the activities every request passes through.
Organisations and people, information and technology, partners and suppliers, value streams and processes.
Focus on value, start where you are, progress iteratively, collaborate, think holistically, keep it simple, optimise and automate.
Incident, service request, change enablement, problem, and knowledge management as defined practices rather than habits.
A repeatable improvement model, which is the part that keeps documentation from going stale.