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% Document Info
\author{bijomaru78}
\pdfinfo{
  /Title (itil-4-foundation-syllabus.pdf)
  /Creator (Cheatography)
  /Author (bijomaru78)
  /Subject (ITIL 4 Foundation Syllabus Cheat Sheet)
}

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    {\parbox{\dimexpr\textwidth-2\fboxsep\relax}{\noindent
        \hspace*{-6pt}\includegraphics[width=5.8cm]{/web/www.cheatography.com/public/images/cheatography_logo.pdf}}
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\begin{tabulary}{11cm}{L}
    \vspace{-2pt}\large{\bf{\textcolor{DarkBackground}{\textrm{ITIL 4 Foundation Syllabus Cheat Sheet}}}} \\
    \normalsize{by \textcolor{DarkBackground}{bijomaru78} via \textcolor{DarkBackground}{\uline{cheatography.com/123591/cs/45395/}}}
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  \mymulticolumn{2}{p{5.377cm}}{\bf\textcolor{white}{Cheatographer}}  \\
  \vspace{-2pt}bijomaru78 \\
  \uline{cheatography.com/bijomaru78} \\
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  \mymulticolumn{1}{p{5.377cm}}{\bf\textcolor{white}{Cheat Sheet}}  \\
   \vspace{-2pt}Not Yet Published.\\
   Updated 7th January, 2025.\\
   Page {\thepage} of \pageref{LastPage}.
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  %\includegraphics[width=48px,height=48px]{dave.jpeg}
  Measure your website readability!\\
  www.readability-score.com
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\mymulticolumn{1}{x{8.4cm}}{\bf\textcolor{white}{Intro}}  \tn
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\mymulticolumn{1}{x{8.4cm}}{List of definitions and their explanations based on the ITIL 4 Foundation Exam Specification \newline % Row Count 2 (+ 2)
(source: \seqsplit{https://cdn.fs.teachablecdn.com/PAxRZjGKSKCo3thSefOE)}% Row Count 4 (+ 2)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{Key Concepts of Service Management}}  \tn
% Row 0
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Service & means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks \tn 
% Row Count 6 (+ 6)
% Row 1
\SetRowColor{white}
Utility & functionality offered by a product or service to meet a particular need. Utility can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both \tn 
% Row Count 19 (+ 13)
% Row 2
\SetRowColor{LightBackground}
Warranty & the assurance that a product or service will meet agreed requirements. Warranty can be summarized as 'how the service performs' and can be used to determine whether a service is 'fit for use'. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to provide acceptable assurance, or 'warranty', if all defined and agreed conditions are met \tn 
% Row Count 42 (+ 23)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{Key Concepts of Service Management (cont)}}  \tn
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Customer & person who defines the requirements for a service and takes responsibility for the outcomes of service consumption \tn 
% Row Count 5 (+ 5)
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User & person who uses services \tn 
% Row Count 6 (+ 1)
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Sponsor & person who authorizes budget for service consumption \tn 
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Service Management & set of specialized organizational capabilities for enabling value for customers in the form of services \tn 
% Row Count 12 (+ 4)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{Key Concepts of Creating Value with Services}}  \tn
% Row 0
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Cost & amount of money spent on a specific activity or resource \tn 
% Row Count 2 (+ 2)
% Row 1
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Value & the perceived benefits, usefulness and importance of something \tn 
% Row Count 5 (+ 3)
% Row 2
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\seqsplit{Organization} & person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives \tn 
% Row Count 10 (+ 5)
% Row 3
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Outcome & what the customer/user actually wants to achieve; a result enabled by one or more outputs \tn 
% Row Count 13 (+ 3)
% Row 4
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Output & tangible or intangible deliverable of an activity \tn 
% Row Count 15 (+ 2)
% Row 5
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Risk & possible event causing difficulties, alternatively uncertainty of outcome \tn 
% Row Count 18 (+ 3)
% Row 6
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Utility & what the service does (fitness for Purpose) \tn 
% Row Count 20 (+ 2)
% Row 7
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Warranty & how well it does it (fitness for Use) \tn 
% Row Count 22 (+ 2)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{Key Concepts of Service Relationships}}  \tn
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Service offering & may include goods, resources, actions \tn 
% Row Count 2 (+ 2)
% Row 1
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Service relationship management & cooperation on Service Provision, Service Consumption and Relationship Management \tn 
% Row Count 6 (+ 4)
% Row 2
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Service provision & activities performed to provide Services \tn 
% Row Count 8 (+ 2)
% Row 3
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Service consumption & activities performed to consume Services \tn 
% Row Count 10 (+ 2)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{Guiding Principles}}  \tn
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\mymulticolumn{2}{x{8.4cm}}{\{\{ac\}\}{\bf{Recommendations that guides an organization in all circumstances, regardless of changes in its goals strategies type of work or management structure. They are universal and enduring.}}} \tn 
% Row Count 5 (+ 5)
% Row 1
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Focus on value & know who is being served \tn 
% Row Count 7 (+ 2)
% Row 2
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Start where you are & accurate data to allow decisions \tn 
% Row Count 9 (+ 2)
% Row 3
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Progress iteratively with feedback & smaller outputs completed sooner \tn 
% Row Count 11 (+ 2)
% Row 4
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Collaborate and promote visibility & make work visible \tn 
% Row Count 13 (+ 2)
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Think and work holistically & see the big picture e.g. on value \tn 
% Row Count 15 (+ 2)
% Row 6
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Keep it simple and practical & eliminate waste \tn 
% Row Count 17 (+ 2)
% Row 7
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Optimize and automate & optimize before automating \tn 
% Row Count 19 (+ 2)
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\mymulticolumn{2}{x{8.4cm}}{\bf\textcolor{white}{The 4 Dimensions of Service Management}}  \tn
% Row 0
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Organizations and people & culture, structure, governance \tn 
% Row Count 2 (+ 2)
% Row 1
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Information and technology & for IT Services, information management is the primary means of delivering value \tn 
% Row Count 6 (+ 4)
% Row 2
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Partners and suppliers & differing levels of integration and formality across different sets of partners and suppliers \tn 
% Row Count 10 (+ 4)
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Value streams and processes & Value Streams - steps to create and deliver products and services to consumers. ~ Processes - activities that transform inputs into outputs \tn 
% Row Count 16 (+ 6)
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% Row 0
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Plan & ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization \tn 
% Row Count 7 (+ 7)
% Row 1
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Improve & ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management \tn 
% Row Count 13 (+ 6)
% Row 2
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Engage & provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders \tn 
% Row Count 18 (+ 5)
% Row 3
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Design \& transition & ensure that products and services continually meet stakeholder expectations for quality, costs and time-to-market \tn 
% Row Count 23 (+ 5)
% Row 4
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\seqsplit{Obtain/build} & ensure that service components are available when and where they are needed, and meet agreed specifications \tn 
% Row Count 27 (+ 4)
% Row 5
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Deliver \& support & ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations \tn 
% Row Count 32 (+ 5)
\hhline{>{\arrayrulecolor{DarkBackground}}--}
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\mymulticolumn{1}{x{8.4cm}}{\bf\textcolor{white}{Service Value Streams}}  \tn
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\mymulticolumn{1}{x{8.4cm}}{Service Value Streams are specific instances of the generic value chain \newline % Row Count 2 (+ 2)
Service Value Streams are created to respond to particular situations, or to carry out a certain task \newline % Row Count 5 (+ 3)
Service Value Streams therefore are specific combinations of activities and practices \newline % Row Count 7 (+ 2)
Once designed, Service Value Streams should be continually improved% Row Count 9 (+ 2)
} \tn 
\hhline{>{\arrayrulecolor{DarkBackground}}-}
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% That's all folks
\end{multicols*}

\end{document}