ITIL 4 Foundation Pass Map
Use this as the one-page compass for what to study and what to ignore.
Multiple choice. One mark each. No negative marking.
Closed book. Some candidates may receive 75 minutes if testing in a non-native/working language.
65% required. Your training target is 32/40+ for safety.
Where the marks are
LO7: 17 marks Seven detailed practices: continual improvement, change enablement, incident, problem, service request, service desk, service level management.
LO6: 7 marks Purposes/key terms of 15 practices: this is definition-trap territory.
LO2: 6 marks Guiding principles: scenario wording decides the answer.
LO1: 5 marks Core service management concepts.
LO3-5: 5 marks total Four dimensions, service value system, value chain activities.
Trap pairs to master
Utility vs warranty
Utility asks whether the service does the right thing. Warranty asks whether it is available, secure, continuous, and performant enough.
Release vs deployment
Release management makes new/changed services and features available for use. Deployment management moves components into environments.
Event vs incident vs problem
Event is a detected change of state. Incident is unplanned interruption or quality reduction. Problem is a cause, or potential cause, of incidents.
CI vs IT asset
Configuration item must be managed to deliver an IT service. IT asset is financially valuable and contributes to products or services.
Sources: PeopleCert ITIL 4 Foundation certification page; ITIL 4 Foundation Syllabus v4.2; ITIL 4 Foundation Glossary.