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ITIL ITIL-5-Foundation Prüfungsplan:

Thema	Einzelheiten
Thema 1	The Digital Product and Service Lifecycle: Covers the eight-stage lifecycle model from Discover through Retire replacing ITIL 4's service value chain with end-to-end guidance.
Thema 2	Digital Product and Service Management Concepts: Covers how digital products and services create and deliver value across their lifecycle in fast-changing, technology-driven environments.
Thema 3	The ITIL Service Value System (SVS): Explains how guiding principles, governance, value chain activities, and continual improvement work together as one integrated framework.
Thema 4	Value Stream Mapping and Management: Teaches how to identify, map, and optimize value streams to improve flow, reduce bottlenecks, and enhance delivery outcomes.
Thema 5	ITIL Management Practices: Introduces the purpose and core concepts of ITIL's 34 management practices across General, Service, and Technical categories.
Thema 6	Continual Improvement Model: Covers the seven-step structured approach for driving and sustaining organizational improvement over time.

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ITIL Foundation (Version 5) ITIL-5-Foundation Prüfungsfragen mit Lösungen (Q37-Q42):

37. Frage
Which of the following statements about value streams is INCORRECT?

A. Value streams can involve multiple practices
B. Value streams continue to evolve over time
C. Value streams should exclude suppliers
D. Value streams are enabled and supported by the organization's value chain

Antwort: C

Begründung:
Option B is the incorrect statement. ITIL does not say value streams should exclude suppliers. In fact, value streams can extend across organizational boundaries and often include interactions with partners and suppliers, especially where third parties contribute to discovery, design, build, transition, operation, delivery, or support. The book presents service networks and cross-organizational workflows as normal features of modern product and service management. ITIL also explains that value streams are context-specific combinations of management activities within the organization's value chain, and that these value streams should be identified, mapped, analysed, and continually improved. This ongoing improvement implies that value streams evolve over time, so option C is true. Since management practices enable and support value chain activities, and these activities are combined into value streams, option D is also true because multiple practices can contribute to a single value stream. Option A is acceptable in the exam sense because value streams are formed from the organization's value chain activities and supported by practices. Therefore, the only incorrect statement is B, because excluding suppliers would contradict ITIL's holistic and cross- organizational view of value creation.

38. Frage
How do value chain activities support an organization ' s purpose?

A. By prescribing specific tools and technologies for service management
B. By documenting all the regulatory requirements
C. By translating the organization ' s purpose into activities that create value
D. By defining the organization ' s governance and compliance framework

Antwort: C

Begründung:
Value chain activities support an organization's purpose by translating that purpose into activities that create value, so option A is correct. Purpose explains why the organization exists and what it seeks to provide for consumers and other stakeholders. The value chain then expresses how the organization acts at a high level across the lifecycle of products and services to make that purpose real. Activities such as discover, design, build, transition, operate, deliver, support, and acquire work together to turn intent into outcomes. Governance and compliance frameworks are important, but they are not the main role of value chain activities. Likewise, the value chain does not prescribe specific tools. ITIL positions the value chain as the central operational expression of the value system, helping organizations convert strategic intent into coordinated value-creating action.

39. Frage
Why is project management important in ITIL?

A. To deliver time-bound initiatives that introduce new or changed services
B. To manage routine operational activities and service requests
C. To define governance authority across the ITIL Value System
D. To enable structured delivery of change while services continue to operate

Antwort: D

Begründung:
ITIL Version 5 presents project management as a complementary practice used when organizations need a temporary structure to coordinate work across teams and deliver change in a controlled way. In the build section, ITIL notes that when work is split across specialized teams, organizations may involve project management techniques and create a temporary project management team to mitigate communication issues, longer cycles, and unclear responsibility. ITIL also defines a project as a temporary structure created for delivering one or more business products according to an agreed business case, and the project management practice as ensuring projects are successfully delivered. This supports option D best, because project management enables structured delivery of change while ongoing services continue to operate. Option C sounds plausible, but the question asks why project management is important in ITIL generally, not only for time-bound initiatives. Option A refers more to operational management, and B concerns governance, not project management. Since ITIL positions project management as a way to structure change delivery within the broader lifecycle and management system, D is the strongest verified answer.

40. Frage
Why do many digital service providers aim to reduce or eliminate service actions?

A. To comply with financial and regulatory policies
B. To streamline operations and increase consistency by relying more on automation
C. To strengthen direct personal engagement between users and support staff
D. To ensure every service interaction is handled manually for better control

Antwort: B

Begründung:
ITIL Version 5 explains that many digital products designed for the mass market are built to require no delivery actions such as manual service actions or transfer of goods. Instead, access is initiated by the customer and the process is fully automated. The text notes that this limits the deliver activity largely to establishing formal service relationships, monitoring quality, and collecting feedback. This directly supports option D: organizations aim to reduce or eliminate service actions to streamline operations and improve consistency through automation. The logic is that fewer manual interactions reduce friction, increase repeatability, and allow services to scale more effectively. Option A runs counter to this model because more direct personal engagement usually increases manual service actions. Option B is also the opposite of ITIL's automation-oriented design approach. Option C may matter in some contexts, but it is not the main reason ITIL gives for reducing service actions. Because ITIL explicitly describes highly automated delivery models that minimize manual service interactions, D is the most accurate and verified answer.

41. Frage
Which BEST explains why an organization might choose to engage external suppliers?

A. To obtain capabilities that are difficult to develop internally
B. To maintain greater control and visibility over service delivery
C. To remove the need for oversight, governance, and internal management
D. To minimize reliance on third-party providers

Antwort: A

Begründung:
In the partners and suppliers dimension, ITIL Version 5 explains several factors that influence an organization' s supplier strategy. One of the explicitly listed reasons is subject matter expertise: an organization may decide that it is less risky to use a supplier that already has expertise in a required area rather than trying to develop and maintain that expertise in house. This directly supports option D, obtaining capabilities that are difficult to develop internally. ITIL also notes other factors such as strategic focus, resource scarcity, cost concerns, risk concerns, external constraints, and fluctuating demand patterns. None of these suggest eliminating oversight or internal management; in fact, ITIL emphasizes that supplier relationships still require governance, agreements, and coordination. Option A may apply in some insourcing cases, but it is not the best reason to engage external suppliers. Option B is the opposite of supplier engagement. Option C is clearly wrong because using suppliers does not remove governance responsibilities. Therefore, based on the partners and suppliers dimension, D is the correct verified answer.

42. Frage
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