ITIL Foundation 4 Edition - Published by TSO - Technical guidance

Sep 30, 2026

ITIL 4 Foundation, published by TSO, presents a comprehensive introduction to IT service management (ITSM) for addressing modern industry challenges. It explains how ITIL 4 continues and extends established ways of working by integrating contemporary and emerging practices with proven know-how. The material covers the ITIL 4 framework structure, the key concepts of service management, the four dimensions model, and the service value system, including guiding principles, governance, value chain activities, and continual improvement. It also introduces service management practices, technical management practices, and supporting concepts such as value streams, processes, and organizational stakeholders.

LanguageEnglish

CategoryExam

FormatPDF

Pages260

Reading Time10 h 55 min

AccessFree to download

Welcome to ITIL 4

About this publication

Introduction

IT service management in the modern world

About ITIL 4

The structure and benefits of the ITIL 4 framework

Key concepts of service management

Value and value co-creation

Organizations and stakeholders

Products and services

Service relationships

Value: outcomes, costs, and risks

The four dimensions of service management

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

The ITIL service value system

Service value system overview

Opportunity, demand, and value

The ITIL guiding principles

Governance

Service value chain

Continual improvement

Practices

ITIL management practices

General management practices

Service management practices

Technical management practices

End note and appendices

The ITIL story, one year on

Appendix A: Examples of value streams

Glossary

Acknowledgements

IT IL ® Foundation IT IL 4 Edition Published by TSO (The Stationery Office), part of Williams Lea, and available from: Online [www.tsoshop.co.uk](www.tsoshop.co.uk) Mail, Telephone, Fax & E-mail TSO PO Box 29, Norwich, NR3 1GN Telephone orders/General enquiries: 0333 202 5070 Fax orders: 0333 202 5080 E-mail: [customer.services@tso.co.uk](customer.services@tso.co.uk) Textphone 0333 202 5077 TSO@ Blackwell and other Accredited Agents AXELOS Full details on how to contact AXELOS can be found at: [https://www.axelos.com](https://www.axelos.com) For further information on qualifications and training accreditation, please visit: [https://www.axelos.com/certifications](https://www.axelos.com/certifications) [https://www.axelos.com/archived-pages/becoming-an-axelos-partner/training-organization](https://www.axelos.com/archived-pages/becoming-an-axelos-partner/training-organization)and-trainer-accreditation For all other enquiries, please email: [ask@axelos.com](ask@axelos.com) Copyright © AXELOS Limited 2019 All rights reserved. No part of this publication may be reproduced in any form or by any means without permission in writing from AXELOS Limited. Applications to reuse, reproduce or republish material in this publication should be sent to the licensing team at: [licensing@AXELOS.com](licensing@AXELOS.com) Registered office address: 30 Berners Street, London, England, W 1T 3 LR AXELOS, the AXELOS logo, the AXELOS swirl logo, IT IL®, MoP®, M_o_R®, MoV®, MSP®, P3 M3®, P3O®, PRINCE2®, PRINCE2 Agile®, and RESILIA® are registered trade marks of AXELOS Limited. AgileSHIFT™ is a trade mark of AXELOS Limited. First edition 2019 Second impression 2019 ISBN 9780113316076 Printed in the United Kingdom for The Stationery Office Material is FSC certified and produced using ECF pulp, sourced from fully sustainable forests. P002959377 c10 02/19 Contents Welcome to ITIL 4 About this publication 1 Introduction 1.1 IT service management in the modern world 1.2 About IT IL 4 1.3 The structure and benefits of t he ITIL 4 framework 1.3.1 The ITI L SVS 1.3.2 The four dimensions model 2 Key concepts of service management 2.1 Value and value co-creation 2.1.1 Value co-creation 2.2 Organizations, service providers, service consumers, and other stakeholders 2.2.1 Service providers 2.2.2 Service consumers 2.2.3 Other stakeholders 2.3 Products and services 2.3.1 Configuring resources for value creation 2.3.2 Service offerings 2.4 Service relationships 2.4.1 The service relationship model 2.5 Value: outcomes, costs, and risks 2.5.1 Outcomes 2.5.2 Costs 2.5.3 Risks 2.5.4 Utility and warranty 2.6 Summary 3 The four dimensions of service management 3.1 Organizations and people 3.2 Information and technology 3.3 Partners and suppliers 3.4 Value streams and processes 3.4.1 Value streams for service management 3.4.2 Processes 3.5 External factors 3.6 Summary 4 The IT IL service value system 4.1 Service value system overview 4.2 Opportunity, demand, and value 4.3 The IT IL guiding principles 4.3.1 Focus on value 4.3.2 Start where you are 4.3.3 Progress iteratively with feedback 4.3.4 Collaborate and promote visibility 4.3.5 Think and work holistically 4.3.6 Keep it simple and practical 4.3.7 Optimize and automate 4.3.8 Principle interaction 4.4 Governance 4.4.1 Governing bodies and governance 4.4.2 Governance in the SVS 4.5 Service value chain 4.5.1 Plan 4.5.2 Improve 4.5.3 Engage 4.5.4 Design and transition 4.5.5 Obtain/build 4.5.6 Deliver and support 4.6 Continual improvement 4.6.1 Steps of the continual improvement model 4.6.2 Continual improvement and the guiding principles 4.7 Practices 4.8 Summary 5 IT IL management practices 5.1 General management practices 5.1.1 Architecture management 5.1.2 Continual improvement 5.1.3 Information security management 5.1.4 Knowledge man

FAQs

What is ITIL 4 designed to help organizations do?

ITIL 4 equips businesses to deal with current industry challenges in IT service management. It supports adapting and improving ways of working by combining modern practices with established know-how.

What are the main elements of the ITIL 4 framework described in the contents?

The framework includes the ITIL SVS, the four dimensions model, and the structure and benefits of the ITIL 4 framework. It also covers key concepts such as value co-creation, stakeholders, and value outcomes.

How does the ITIL service value system support continual improvement?

The service value system explains governance, the service value chain activities, and continual improvement steps. It also links continual improvement to the guiding principles and related practices.

Sep 30, 2026

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