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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 3: ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Think and work holistically - Focus on value - Optimize and automate - Collaborate and promote visibility - Start where you are - Keep it simple and practical |
| Topic 4: 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 5: ITIL Practices | 34-38% | - Service management practices - General management practices - Technical management practices |
| Topic 6: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
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NEW QUESTION # 27
According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?
Answer: B
Explanation:
According to the ITIL guiding principle "focus on value," all organizational activities should link back to benefits for the organization, its customers, and other stakeholders, so option A is correct.
ITIL defines value broadly as perceived benefits, usefulness, and importance. This means value is not limited to financial gain alone. It may include customer outcomes, user experience, sustainability, trust, operational effectiveness, and strategic progress. The principle reminds organizations to ask why an activity is being performed and how it contributes to meaningful results. Increased revenue, employee satisfaction, and market share can all matter, but none of them alone fully represents value. By linking activities to stakeholder benefit, organizations avoid waste, align effort with purpose, and ensure that decisions support value creation rather than internal activity for its own sake.
NEW QUESTION # 28
Which activity ensures that new or changes products are seamlessly introduced in the live environment?
Answer: B
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 # 29
Which type of service relationship typically focuses on support and efficiency through standardized services?
Answer: D
Explanation:
A basic relationship is the correct answer because in ITIL 5 it usually involves a more standardized form of interaction between provider and consumer. The focus is on delivering agreed services efficiently, reliably, and with clear expectations, rather than on deep joint planning or shared governance. In a basic relationship, the service provider typically defines much of the service structure, and the consumer uses the service according to agreed terms.
This model works well when services are repeatable, predictable, and designed for scale. By contrast, cooperative and collaborative relationships involve greater interaction, shared decision- making, and more active coordination between the organizations. Therefore, when the goal is support and efficiency through standardized services, the relationship type that best matches that ITIL description is the basic relationship.
NEW QUESTION # 30
What is the MAIN purpose of the 'discover' activity?
Answer: C
Explanation:
The main purpose of the discover activity is to align product capabilities with consumer needs and organizational strategy, so option C is correct. Discover is concerned with understanding the market, stakeholders, opportunities, constraints, and strategic direction before design and build work begins. It helps the organization identify what should be created or improved and why that matters. This includes gathering insights, understanding service consumers, exploring demand, and confirming relevance. Developing and testing products belongs more to build and related activities. Securing resources belongs to acquire. Maintaining and monitoring products belongs to operate. Discover is valuable because it reduces the risk of building the wrong thing and helps ensure that product and service decisions are grounded in value, context, and strategic fit rather than assumptions alone.
NEW QUESTION # 31
Which is the main form of service interaction between service consumers and digital services?
Answer: D
Explanation:
The main form of service interaction between service consumers and digital services is access to resources, as consumers typically use digital capabilities, applications, or infrastructure provided by the service provider without transferring ownership.
NEW QUESTION # 32
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