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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Service Value Chain - Governance - Continual Improvement - Guiding Principles |
| Topic 2: Four Dimensions of Product and Service Management | 17% | - Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology |
| Topic 3: ITIL Management Practices | 28% | - Service management practices - General management practices - Technical management practices |
| Topic 4: Key Concepts of Digital Product and Service Management | 18% | - Services, products, utility, warranty, service relationships - Value co-creation, outcomes, costs, risks, experience and sustainability |
| Topic 5: Organizational and Value Stream Management | 17% | - Value stream mapping and management - Product and service lifecycle |
>> ITIL-5-Foundation New Practice Questions <<
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NEW QUESTION # 21
What influences whether a service is perceived as valuable by a consumer?
Answer: C
Explanation:
A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer.
That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance. Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort.
Conversely, a service with well-balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.
NEW QUESTION # 22
What is the role of governance within the ITIL Value System?
Answer: C
Explanation:
Within the ITIL Value System, governance provides oversight so that the organization's management system remains effective, adaptive, and responsible. ITIL explains that governance is the level through which the organization directs, controls, and monitors the use of digital technology and ensures alignment with organizational objectives. The text also states that product and service management activities must be performed in line with the direction given by the governing body, and that the governing body maintains oversight of the product and service management system. This aligns most closely with option C: governance ensures organizational activities are directed and controlled. The other options refer to management responsibilities rather than governance. Day-to-day operations are handled through lifecycle activities such as operate, deliver, and support. Process execution and service delivery are management functions supported by practices and value chain activities, not the core role of governance. Technical guidance for service design also belongs elsewhere, especially in practices and lifecycle design work. Because ITIL distinguishes governance from operational management and positions it as the directing and controlling layer, C is the exact verified answer.
NEW QUESTION # 23
A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?
Answer: B
Explanation:
Trying to design a workflow for every possible exception usually creates unnecessary complexity, so option B is correct. ITIL explains that organizations operate in contexts of varying complexity and should avoid over- engineering workflows in an attempt to control every scenario in advance. Highly detailed procedures may appear thorough, but they can become hard to understand, slow to use, difficult to maintain, and ineffective when real conditions change. Instead, ITIL recommends designing processes as practical high-level courses of action, supported by situational judgment and continual adaptation. Excessive detail can reduce agility and make work less efficient without improving value. Strong risk control comes from appropriate governance, visibility, learning, and resilience, not from trying to predict every possible exception. Therefore, over- designing workflows tends to add waste rather than improve performance.
NEW QUESTION # 24
Which BEST defines a digital service ?
Answer: C
Explanation:
The correct answer is B. ITIL Version 5 defines a service as a means of enabling value co-creation by facilitating outcomes that consumers want to achieve, without the consumer having to manage specific costs and risks. In the context of digital product and service management, digital services are enabled through digital products and digital technology. Option B is the best answer because it captures the service concept of enabling value for consumers and correctly links it to digital products without transferring ownership. Option A is closer to the definition of a product, because ITIL defines a product as a configuration of an organization' s resources designed to offer value for a consumer. Option C describes digital transformation, not a digital service. Option D describes the knowledge management practice, which is about maintaining and improving the use of information and knowledge across an organization. A digital service may use knowledge and technology, but its purpose is to enable value through service consumption.
NEW QUESTION # 25
An organization is planning to improve an existing service and wants to understand its current performance before making any changes. According to the principle "start where you are," what could an organization consider when observing current performance of the service?
Answer: C
NEW QUESTION # 26
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