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ITIL Practices Overview (34 Practices in ITIL 4) Flashcards
ITIL 4 Foundation Flashcards
Study our ITIL Practices Overview (34 Practices in ITIL 4) flashcards for the ITIL 4 Foundation exam with 34+ flashcards. View as flashcards, a searchable table, or as a fun matching game.
| Front | Back |
| Architecture Management (General) | Purpose - define and maintain enterprise architecture to enable strategy; Key activities - create principles and blueprints; govern and roadmap capability changes; Metrics - architecture compliance rate; time to implement capabilities |
| Availability Management (Service) | Purpose - ensure services meet agreed availability requirements; Key activities - availability modelling; incident analysis; design for resilience; Metrics - availability percentage; mean time to restore service MTTR |
| Business Analysis (Service) | Purpose - understand business needs and define service requirements; Key activities - requirements elicitation; modelling; validation; Metrics - requirements acceptance rate; time to requirement approval |
| Capacity and Performance Management (Service) | Purpose - ensure services meet performance and capacity expectations; Key activities - demand forecasting; capacity planning; performance tuning; Metrics - utilization; capacity headroom; response time percentiles |
| Change Control (Service) | Purpose - ensure changes are assessed authorized and implemented with minimum risk; Key activities - change assessment; scheduling; post implementation review; Metrics - change success rate; emergency change rate |
| Continual Improvement (General) | Purpose - ensure continual alignment and improvement of services and practices; Key activities - identify improvements; prioritize and implement changes; measure outcomes; Metrics - number of improvements completed; benefit realization rate |
| Deployment Management (Technical) | Purpose - move new or changed components into live environment with minimal disruption; Key activities - deployment planning; packaging and rollout; verification; Metrics - deployment success rate; lead time to deploy |
| Incident Management (Service) | Purpose - restore normal service operation as quickly as possible; Key activities - detection and logging; classification and escalation; resolution and closure; Metrics - mean time to resolve; incident volume by priority |
| Information Security Management (General) | Purpose - protect information assets and manage cybersecurity risk; Key activities - implement controls; monitor threats; respond to incidents; Metrics - number of security incidents; time to detect and remediate |
| Infrastructure and Platform Management (Technical) | Purpose - operate and manage the infrastructure and platforms that host services; Key activities - capacity provisioning; patching and maintenance; performance tuning; Metrics - infrastructure uptime; capacity utilization |
| IT Asset Management (Service) | Purpose - manage assets through their lifecycle to optimize value and control risk; Key activities - asset inventory; lifecycle planning; compliance tracking; Metrics - inventory accuracy; asset lifecycle cost |
| Knowledge Management (General) | Purpose - capture and share knowledge to improve decision making and efficiency; Key activities - create and maintain knowledge articles; promote reuse; measure quality; Metrics - knowledge reuse rate; resolution time reduction |
| Measurement and Reporting (General) | Purpose - provide reliable metrics and reports to support decision making; Key activities - define KPIs; collect and validate data; produce reports; Metrics - data accuracy rate; report delivery timeliness |
| Monitoring and Event Management (Service) | Purpose - detect and respond to events to maintain service health; Key activities - monitoring configuration; event correlation; alerting and escalation; Metrics - event detection time; false positive rate |
| Organizational Change Management (General) | Purpose - manage the people side of change to achieve adoption and benefits; Key activities - stakeholder analysis; communications and training; sustainment; Metrics - adoption rate; change-related incidents |
| Portfolio Management (General) | Purpose - ensure the organization invests in the right services projects and products; Key activities - prioritize initiatives; allocate resources; monitor delivery; Metrics - portfolio ROI; percentage of initiatives on track |
| Problem Management (Service) | Purpose - reduce the likelihood and impact of incidents by identifying root causes; Key activities - problem investigation; root cause analysis; known error management; Metrics - number of recurring incidents; time to root cause |
| Project Management (General) | Purpose - plan and deliver specific outcomes within constraints; Key activities - scope planning; scheduling; risk and stakeholder management; Metrics - on time delivery rate; budget variance |
| Relationship Management (General) | Purpose - build and maintain productive relationships with stakeholders and customers; Key activities - stakeholder engagement; expectation management; feedback loops; Metrics - customer satisfaction score; stakeholder engagement level |
| Release Management (Service) | Purpose - plan schedule and control releases to deliver new or changed services safely; Key activities - release planning; build and deployment coordination; post-release review; Metrics - release success rate; deployment frequency |
| Risk Management (General) | Purpose - identify assess and treat risks that could affect objectives; Key activities - risk assessment; mitigation planning; monitoring; Metrics - number of active risks; risk exposure reduction |
| Service Catalog Management (Service) | Purpose - provide a single source of consistent information about services available to customers; Key activities - define service offerings; publish catalog; maintain service descriptions; Metrics - catalog completeness; user satisfaction with catalog |
| Service Configuration Management (Service) | Purpose - ensure accurate information about configuration items and their relationships; Key activities - maintain CMDB; configuration identification and verification; Metrics - CMDB accuracy; configuration audit success rate |
| Service Continuity Management (Service) | Purpose - ensure services can be recovered to agreed levels after a disruption; Key activities - business impact analysis; continuity planning; testing and exercises; Metrics - recovery time objective RTO attainment; test success rate |
| Service Design (Service) | Purpose - design effective and efficient services that meet agreed requirements; Key activities - service design packages; design reviews; transition readiness; Metrics - design defect rate; time from design to deployment |
| Service Desk (Service) | Purpose - act as single point of contact between users and service provider; Key activities - incident logging and triage; service requests handling; communication and escalation; Metrics - first contact resolution rate; average handle time |
| Service Financial Management (General) | Purpose - manage budgeting charging and value realization of services; Key activities - costing; budgeting; chargeback; Metrics - cost per service; budget variance; cost avoidance |
| Service Level Management (Service) | Purpose - negotiate monitor and report on service level agreements to ensure service quality; Key activities - SLA definition; monitoring; review meetings; Metrics - SLA compliance rate; number of SLA breaches |
| Service Request Management (Service) | Purpose - handle user requests for information advice or standard services efficiently; Key activities - request fulfillment workflows; automation; approvals; Metrics - request fulfillment time; automation rate |
| Service Validation and Testing (Service) | Purpose - ensure new or changed services meet requirements and are fit for use; Key activities - test planning; execution; defect management; Metrics - defect density; test pass rate |
| Software Development and Management (Technical) | Purpose - develop and maintain software to meet functional and quality requirements; Key activities - requirements to code to test to release; CI CD practices; Metrics - defect escape rate; deployment frequency |
| Strategy Management (General) | Purpose - define the organization direction and ensure services support strategic objectives; Key activities - vision creation; environment analysis; strategic plans; Metrics - strategic objective attainment; alignment score |
| Supplier Management (General) | Purpose - manage supplier relationships and performance to meet service needs; Key activities - contract management; performance reviews; risk mitigation; Metrics - supplier performance score; SLA compliance |
| Workforce and Talent Management (General) | Purpose - attract develop and retain the workforce required for service delivery; Key activities - workforce planning; competency development; succession planning; Metrics - staff retention rate; skills coverage ratio |
About the Flashcards
Flashcards for the ITIL 4 Foundation exam give you quick refreshers on core management practices that shape technology-enabled organizations. Review how architecture, strategy, portfolio, and financial disciplines set direction, allocate resources, and measure value, while risk, security, and continual improvement keep outcomes safe and aligned. Concise definitions and metrics help cement high-yield terminology.
The deck also walks through the service lifecycle-from design and capacity planning to change, incident, and problem handling-plus technical enablers like deployment and software development. Practice questions highlight key activities, roles, and KPIs so you can connect concepts across the exam syllabus and recall them under pressure.
Topics covered in this flashcard deck:
- Strategic and portfolio practices
- Governance, risk, and security
- Service design and transition
- Incident, problem, and change
- Measurement and continual improvement