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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| Topic 2: ITIL Service Value System | 13-17% | - The service value chain - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain |
| Topic 3: The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 4: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 5: ITIL Guiding Principles | 15-19% | - Start where you are - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Think and work holistically - Keep it simple and practical - Optimize and automate |
| Topic 6: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - The four dimensions of service management - ITIL guiding principles |
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NEW QUESTION # 109
What BEST describes an event?
Answer: B
Explanation:
An event is best described as any change of state that has significance for the management of a service, so option C is correct. In ITIL, events are not automatically negative. They may indicate normal operations, warnings, thresholds being crossed, or conditions that require attention. Event management helps organizations observe and respond appropriately to what is happening in live systems. A user request is a service request, not an event. A sudden damaging occurrence may be an incident or disaster, depending on context. The addition or removal of something affecting services relates more to a change or configuration item context. By defining events broadly as significant state changes, ITIL enables organizations to monitor services proactively and respond before issues become major service interruptions.
NEW QUESTION # 110
Which governance activity is focused on ensuring adherence with policies and strategic direction?
Answer: C
Explanation:
Monitor is the governance activity focused on ensuring adherence with policies, expectations, and strategic direction, which makes option C correct. In ITIL governance, evaluate is used to assess stakeholder needs, environmental conditions, and performance information. Direct is used to establish direction, priorities, and policies. Monitor checks whether actual performance, behavior, and results align with what has been directed and required. It is therefore the activity most closely associated with oversight, compliance, assurance, and accountability. Discover is not one of the governance activities in the ITIL Value System. Monitoring is essential because strategy and policies only create value when the organization confirms they are being followed and that the intended outcomes are being achieved. This keeps governance connected to performance, risk, and continual improvement.
NEW QUESTION # 111
Performing routine tasks such as backups, monitoring, and capturing and processing events is part of which of the following activities?
Answer: C
Explanation:
The operate activity includes performing routine operational tasks such as backups, monitoring, and capturing and processing events to ensure that services function as expected in the live environment.
NEW QUESTION # 112
Why is it important to seek feedback before, during, and after each iteration?
Answer: B
Explanation:
Seeking feedback before, during, and after each iteration ensures that the work remains aligned with evolving needs, priorities, and environmental changes, enabling timely adjustments and continuous improvement.
NEW QUESTION # 113
What does observability enable in digital product and service management?
Answer: B
Explanation:
Observability enables understanding of system behavior through outputs such as logs, metrics, and traces, which makes option A correct. In digital product and service management, observability helps teams detect patterns, diagnose issues, understand dependencies, and gain insight into how complex systems behave in real conditions. It supports faster analysis and better decision-making, especially in distributed or rapidly changing environments. It does not guarantee that incidents will be automatically prevented, and it is not primarily about approval of changes.
Although observability can contribute to improved reliability, that is a result rather than the direct definition. ITIL's emphasis on information and technology includes the use of monitoring and analysis capabilities to support operation and continual improvement. Observability is therefore a way to make system behavior visible and understandable.
NEW QUESTION # 114
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