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| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes |
| Topic 2: The ITIL Service Value System (SVS) | - Opportunity, Demand, and Value - Overview of the SVS |
| Topic 3: Key Concepts of Service Management | - Value and Value Co-Creation - Service Relationships |
| Topic 4: Guiding Principles | - Focus on Value - Think and Work Holistically - Keep It Simple and Practical - Progress Iteratively with Feedback - Collaborate and Promote Visibility - Start Where You Are - Optimize and Automate |
| Topic 5: ITIL Practices Overview (Foundational Level) | - Service Level Management - Incident Management - Change Enablement - Continual Improvement - Service Desk |
| Topic 6: ITIL Service Value Chain | - Obtain/Build - Engage - Design & Transition - Deliver & Support - Plan - Improve |
>> New ITIL-5-Foundation Exam Objectives <<
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NEW QUESTION # 21
Which of the following is TRUE about value co-creation?
Answer: C
Explanation:
Value co-creation means that value is created jointly through interactions between service providers and service consumers, so option D is correct. ITIL moved away from the idea that value is simply produced by the provider and handed over to the consumer. Instead, value emerges through the combination of provider offerings, consumer participation, context, usage, and the wider service relationship. A service may offer strong utility and warranty, but the actual value realized depends on how the consumer uses it and what outcomes are achieved. This is why ITIL emphasizes service relationships, shared responsibilities, and stakeholder perspectives. Value is not created independently of those relationships, and it is not defined solely by the provider. Co-creation reflects the dynamic and interactive nature of modern digital product and service management.
NEW QUESTION # 22
Which BEST describes the relationship between digital services and digital products?
Answer: B
Explanation:
Digital services are always based on digital products, so option B is correct. In ITIL, a digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers. A digital service uses those digital products to facilitate outcomes and support value co-creation.
This means the product forms the technological and resource foundation for the service. The relationship does not work the other way around, so digital products are not based on digital services. They also do not exist independently in the context of digital service management, because products and services are integrated through the lifecycle and value system. Finally, digital products are not service actions. Service actions are provider activities, while products are configurations of resources. Therefore, digital services depend on digital products.
NEW QUESTION # 23
Which dimension of service management is concerned with ensuring that a company's structure supports the fulfilment of strategic goals?
Answer: B
Explanation:
The correct answer is A. The "organizations and people" dimension of ITIL Version 5 is concerned with how an organization is structured and managed, as well as its roles, responsibilities, systems of authority, communication, culture, skills, and competencies. ITIL states that the way an organization is structured and managed should be well defined and should support its overall strategy and operating model. This makes option A the best answer. Option B, "value streams and processes," focuses on the activities, workflows, and processes used to enable value for stakeholders. Option C, "partners and suppliers," focuses on relationships with external organizations, contracts, suppliers, and service networks. Option D, "information and technology," focuses on the information, data, knowledge, and technologies used in products, services, and management systems. Although all four dimensions must be considered holistically, strategic alignment of organizational structure is specifically addressed by the organizations and people dimension.
NEW QUESTION # 24
Which activity ensures that new or changes products are seamlessly introduced in the live environment?
Answer: C
Explanation:
Transition is the activity that ensures new or changed products are introduced into the live environment in a controlled and seamless way, so option B is correct. In ITIL, transition bridges development and live operation. It includes planning releases, validating readiness, deploying changes, minimizing disruption, and confirming that the new or changed product can operate effectively in its target environment. Build focuses on creating or modifying solution components. Deliver is concerned with providing services to users. Operate is about maintaining and monitoring live products and systems. Transition is essential because even a well- designed and well-built product can fail if it is introduced poorly. ITIL therefore treats transition as a distinct lifecycle activity that protects service quality, reduces risk, and supports smooth adoption of changes by both technical teams and service consumers.
NEW QUESTION # 25
An IT support engineer assisting a user in configuring their laptop is an example of which concept?
Answer: A
Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value-creating action in this scenario.
NEW QUESTION # 26
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