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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
| Topic 2: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 3: ITIL Guiding Principles | 15-19% | - Start where you are - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Think and work holistically |
| Topic 4: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| Topic 5: ITIL Practices | 34-38% | - General management practices - Service management practices - Technical management practices |
| Topic 6: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
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NEW QUESTION # 24
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Answer: B
Explanation:
This principle emphasizes the importance of simplicity in processes and practices, ensuring they are practical and easy to implement.
NEW QUESTION # 25
What is an incident in IT services?
Answer: A
Explanation:
An incident is defined in ITIL as an unplanned interruption to a service or a reduction in the quality of a service. That is why option B is correct. The key idea is that an incident affects normal service performance and requires timely attention to restore expected service levels.
NEW QUESTION # 26
Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
Answer: B
Explanation:
The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.
NEW QUESTION # 27
Which dimension is concerned with management of relationships with external organizations?
Answer: C
Explanation:
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks.
NEW QUESTION # 28
Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Answer: B
Explanation:
An organization is defined as a group of people with its own functions, responsibilities, authorities, and relationships established to achieve specific objectives.
NEW QUESTION # 29
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