4.8 out of 5 based on 14008 reviews

4.8/5 from 14008 Reviews

What is ITIL 4? Everything You Need to Know

Are you ready to easily navigate the dynamic world of IT service management? Look no further! ITIL 4 is here, revolutionising how businesses manage and deliver IT services. Think of it as your all-access pass to understanding the ins and outs of IT service excellence, crafted from the curious beginner to the seasoned IT professional.

The Information Technology Infrastructure Library, more popularly known as ITIL, has long been the gold standard for IT service management. With the introduction of ITIL 4, the framework has undergone its most significant transformation yet, offering a flexible, streamlined approach to ITSM that's in tune with the needs of modern businesses.

Whether you're a seasoned IT professional or new to the field, understanding ITIL 4 is crucial for anyone looking to optimise IT services and drive business value. This blog post dives deep into what ITIL 4 is, its core components and benefits, and how you can leverage it through our available training courses.

What is ITIL 4?

What is ITIL 4?

ITIL 4 represents the latest evolution in the IT Infrastructure Library framework, aimed at providing organisations with a comprehensive guide for managing IT services in the digital era. It builds upon the core principles of previous versions, incorporating modern methodologies like Agile, DevOps, and Lean, focusing on creating a more flexible, collaborative, and customer-centric approach to IT service management (ITSM).

ITIL 4 marks a significant restructuring of the ITIL framework, emphasising the principles of value, cost, and risk more than ever before. This updated framework retains numerous elements from ITIL V3 but introduces modern insights and approaches that prioritise a value-driven perspective in delivering IT services.

The significance of ITIL 4 lies in its adaptability and responsiveness to the rapid changes in technology, customer needs, and the IT environment, emphasising the importance of an integrated ITSM strategy that supports digital transformation and enhances value delivery to customers.

Compared to its predecessors, ITIL 4 introduces several new and improved elements. One of the key distinctions is the shift from a process-focused to a more holistic, principle-driven approach that encourages flexibility and adaptability.

The framework now includes the Service Value System (SVS), which offers a comprehensive model detailing how an organisation's components and activities work together to facilitate value creation.

Additionally, ITIL 4 introduces the Four Dimensions Model, ensuring a balanced focus on the different aspects of service management, including organisations and people, information and technology, partners and suppliers, and value streams and processes.

This evolution reflects the changing landscape of IT and digital services, aiming to align ITSM practices with the demands of modern digital businesses and their transformation initiatives.

ITIL Service Value System (SVS)

ITIL Service Value System (SVS)

At the core of the ITIL 4 framework lies the Service Value Chain, an essential model that encapsulates the critical activities involved in delivering value through IT services.

This innovative concept provides a versatile approach to connecting the dots between demand and the actual delivery of services that create real value for users and the organisation.

The Service Value Chain comprises six fundamental activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support.

  • Plan

    It focuses on crafting a vision and strategic direction for service management, ensuring alignment with the organisation's objectives.

  • Improve

    It is dedicated to continuously enhancing services and practices, embodying the principle of perpetual evolution in the face of changing business and technological landscapes.

  • Engage

    It emphasises the importance of effective communication and collaboration with stakeholders, ensuring their needs and expectations are fully understood and considered.

  • Design & Transition

    It tackles the practical aspects of developing new services or making significant changes to existing ones, ensuring they are delivered smoothly and efficiently.

  • Obtain/Build

    It covers the sourcing and creation of the service components needed.

  • Deliver & Support

    It deals with the actual implementation of services, focusing on their quality, effectiveness, and continual adaptation to meet users' needs.

Hence, the beauty of the Service Value Chain is its flexibility; these activities can be interconnected in various configurations to suit the unique demands of any given situation, allowing organisations to adapt their approach as necessary.

Within this framework, key concepts such as service level management, incident management, managing cloud services, service financial management, and asset management play critical roles in ensuring that IT services are delivered efficiently, effectively, and aligned with business needs.

This dynamic and interconnected model ensures that the journey from identifying a need to delivering a solution is seamless, efficient, and value-driven.

The ITIL 4 Service Value Chain is a testament to the framework's adaptability and relevance in today's fast-paced digital environment. It offers a structured yet flexible pathway to achieving excellence in IT service management and technical management practices.

The Four Dimensions of Service Management

The Four Dimensions of Service Management

ITIL 4 introduces a holistic view of service management through its four dimensions.

  • Organisations and People

    Emphasising the role of human resources and organisational culture in delivering service value.

  • Information and Technology

    Covering the information and technologies involved in service management, including service configuration management and platform management software development.

  • Partners and Suppliers

    Focusing on the relationships with partners and suppliers to ensure seamless service deliver

  • Value Streams and Processes

    Addressing how various processes and actions work together to enable value creation, from service request management to service continuity management.

ITIL 4 Guiding Principles

ITIL 4 is built upon seven guiding principles that offer a flexible and adaptable approach to service management:

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimise and automate

These ITIL 4 Guiding Principles encourage organisations to remain user-focused and agile, adapting to changes without losing sight of their core objectives.

ITIL 4 Practices

Expanding from processes to practices, ITIL 4 categorises 34 practices into three areas: general management, service management, and technical management. These include service configuration management, service request management, and information security management, among others. Each practice is designed to be adaptable to a variety of organisational environments.

ITIL 4 Certification Scheme

ITIL 4 Certification Scheme

The ITIL 4 certification scheme provides a modular approach to the ITIL framework. It offers a flexible path for gaining knowledge and recognition for your skills in IT Service Management.

The scheme is structured to support your career development as an IT professional at all levels, from starting to managing entire IT departments. Here's an overview of the ITIL 4 certification scheme:

ITIL 4 Foundation

ITIL 4 Foundation

It introduces the ITIL 4 framework and explains the basics of IT service management. It also covers the ITIL 4 service value system (SVS), the four dimensions of service management, key concepts, and terminologies.

The ITIL 4 Foundation presents a comprehensive framework for managing the entire lifecycle of tech-enabled products and services, from inception through delivery to ongoing enhancement.

Designed for you, seeking a fundamental grasp of IT and digital service management, the ITIL 4 Foundation program is ideal if you aim to contribute to your organisation's adoption of contemporary service management practices. This course suits professionals like you embarking on ITIL 4 education or striving to refresh your understanding of ITIL principles.

The ITIL 4 Foundation examination evaluates if you possess the necessary knowledge and comprehension of the ITIL 4 service management framework to earn the ITIL 4 Foundation certification.

This certification is essential for advancing to more advanced ITIL 4 qualifications, which measure your skill in applying your knowledge of the ITIL framework in practical scenarios.

Why Choose e-Careers for your ITIL Certification?

Why Choose e-Careers for your ITIL Certification?

Navigating the intricacies of ITIL 4 requires comprehensive training and a deep understanding of its principles and practices. This is where we step in. As a leading platform for online professional certification and training, we offer accredited ITIL 4 courses that you can choose from to fit your schedule and learning pace.

Opting us for your ITIL Certification sets you on a path of excellence with our accredited training programs. Crafted to align with the newest ITIL standards, our courses guarantee you receive updated and thorough training and are officially accredited by PeopleCert on behalf of AXELOS.

Whether you prefer the flexibility of online learning or the interactive environment of a virtual classroom, we've got you covered. Enhance your learning journey with access to expert guidance from seasoned industry professionals and a community of supportive peers.

Plus, with the option of interest-free payments for selected courses and an exam pass guarantee for virtual classroom learners, achieving your certification is more accessible. Our certified trainers have extensive experience, ensuring you're learning from the best in the field.

ITIL 4 Foundation courses and handbook

Dive into IT service management with our ITIL 4 Foundation course. This course is designed to bring you up to speed on the core principles of ITIL service management. You'll explore the lifecycle of ITIL services, from strategy and design to transition, operation, and continual improvement.

If you want to get certified, the exam is designed to test your understanding with 40 multiple-choice questions. You'll need to score at least 26 out of 40 (65%) to pass. You'll have 60 minutes to complete the exam, which is conducted in a closed book format, ensuring that your ITIL® knowledge is thorough and applied.

ITIL® 4 Foundation- Online course

When you choose the ITIL® 4 Foundation- Online course we offer, you're signing up for a comprehensive online learning experience. You'll get to grasp the essential ideas of service management. This course will show you how the ITIL guiding principles can be used by an organisation to both adopt and adapt service management to its needs.

You'll also learn about the four dimensions of service management, giving you a well-rounded understanding of its scope. Additionally, the course will cover the purpose and components of the ITIL service value system, providing insight into how services create value. You'll explore the service value chain's activities and how they connect, giving you a clear workflow picture.

Furthermore, you'll become familiar with the purpose and key terms of 15 ITIL practices, ensuring you have a solid foundation. Lastly, the course goes deeper into seven specific ITIL practices, allowing you to understand them in detail.

Lastly, this course includes everything you need to succeed, from the convenience of studying at your own pace, anytime and anywhere, to including the exam in your course package. You'll have access to the course for six months, giving you ample time to absorb the material.

ITIL® 4 Foundation - Classroom course

By choosing our ITIL® 4 Foundation - Classroom course, you're stepping into a virtual classroom setting designed for convenience and comprehensive learning. Spanning over two days, this course is structured to dive deeply into the new ITIL® 4 Foundation curriculum, ensuring you robustly understand the material.

Included in the cost of the course is the official ITIL® 4 manual, which serves as a valuable resource for your studies. Additionally, the price covers the ITIL® 4 examination, which you will sit on the final day of the course. This ensures that you will have completed the assessment necessary to achieve your qualification by the time you leave.

The course syllabus is up-to-date, adhering to the latest guidelines released by AXELOS, which means your learning will be relevant and current. During the course, you will explore how ITIL® integrates with and supports methodologies such as Lean, Agile, DevOps, and other project and process management practices.

You will be introduced to the seven guiding principles of ITIL® 4, the ITIL® service value system, and the four dimensions of service management. The course also covers the ITIL® practices, providing an understanding of the purpose and key terms of all 15 practices, with a detailed focus on seven. This approach ensures you have a well-rounded knowledge base that is practical and applicable to real-world IT service management scenarios.

ITIL® 4 Foundation Handbook

When you avail yourself of our ITIL® 4 Foundation Handbook, you're equipping yourself with a vital study guide to prepare for the ITIL® Foundation exam. It provides a comprehensive introduction to the ITIL® service lifecycle model and the structure of the ITIL qualification, ensuring you have all the knowledge you need to excel.

Our ITIL® Foundation Handbook is designed to introduce you to the essential aspects of IT service management. It begins with the key principles and practices that underpin this field. As you move through the handbook, you'll be introduced to the ITIL® service lifecycle, helping you understand how IT services are developed, delivered, and continuously improved.

Additionally, the handbook explains the ITIL® qualification structure, clarifying how you can progress through the levels of ITIL® certification levels. Finally, you'll learn about the core components of the ITIL® service lifecycle, ensuring you have a solid foundation in the fundamentals of IT service management.

Other ITIL services offered by e-Careers

Aside from the ITIL 4 courses and handbook we offer, you can also explore and learn the following:

Benefits of ITIL 4 for Organisations and Individuals

Benefits of ITIL 4 for Organisations and Individuals

Improved IT and Business Alignment

ITIL 4 provides a flexible framework that helps organisations effectively align their IT services with their business needs. By adopting ITIL 4, businesses can ensure that their IT services support and drive their business objectives, leading to better overall performance and achieving strategic goals.

Enhanced Service Delivery and Customer Satisfaction

The framework emphasises the importance of understanding and meeting customer needs. By implementing ITIL 4, organisations can improve the quality of their service delivery, leading to higher customer satisfaction. This is achieved through streamlined processes, better management of service levels, and a focus on continual service improvement.

Increased Efficiency and Cost-effectiveness in IT Operations

ITIL 4 introduces practices that optimise resource use and improve operational efficiency. By adopting these practices, organisations can reduce waste, lower costs, and achieve more with their existing resources. This increased efficiency not only saves money but also improves the agility of the IT department, enabling it to respond more quickly to changing business requirements.

Better Risk Management and Resilience

ITIL 4 guides on identifying, assessing, and managing IT risks. Implementing its framework helps organisations to better understand and mitigate potential risks to IT services. Additionally, ITIL 4's focus on building resilience into IT operations means that organisations are better prepared to handle disruptions and recover from incidents, ensuring critical business functions remain unaffected.


In today's digitally driven business landscape, the imperative for robust IT service management is more pronounced than ever. ITIL 4 emerges as a pivotal framework, meticulously designed to cater to the demands of contemporary IT environments, infrastructure and platform management and to foster unparalleled service excellence.

Furthermore, understanding and implementing the practices in ITIL 4, from service level management to technical management practices, is crucial for managing professional and cloud services effectively, ensuring businesses remain agile and responsive in the face of technological advancements.

By embracing ITIL 4, organisations can ensure that their IT services are aligned with their business goals, delivering real value to their customers. ITIL 4 certification is valuable, enhancing career prospects and professional development.

We offer comprehensive ITIL Certification Courses to equip you with the knowledge and skills needed to excel in service management. Whether you're looking to enhance your understanding of service request management practices or dive deep into the intricacies of information security management, we offer various courses.

Ready to take the next step in your ITIL career? You can dial us at +44 (0) 20 3198 7700 or connect with us to unlock the full potential of ITIL for you and your organisation.

Join the thousands of individuals, small businesses, and large corporations who trust e-Careers. ​

Chat with our friendly experts today to discuss your training needs. ​
Speak to a Course Consultant today

Call us now on

+44 (0) 20 3198 7700 Lines open 9am-6pm GMT (Mon-Fri)

Alternatively, you can request a callback​

Enquire Now