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質問 # 14
Which activity focuses on minimizing the impact of incidents and disasters when they happen?
正解：C
解説：
Support is the activity focused on minimizing the impact of incidents and disasters when they occur, so option C is correct. In ITIL, support includes helping users, restoring normal service, handling incidents, and responding to issues that affect service quality or continuity. Its purpose is not only to react, but to reduce disruption to users and customers as much as possible. Operate maintains live products and supporting systems, while support deals more directly with service interruptions and the human-facing aspects of restoring service. Transition introduces changed products into the live environment, and design defines solutions before they are built. By placing emphasis on rapid assistance, recovery, and user impact reduction, the support activity plays a crucial role in service resilience and in maintaining confidence during service failures or disruptions.
質問 # 15
Which activity focuses on securing and allocating necessary resources efficiently?
正解：A
解説：
ITIL Version 5 states that the purpose of the "acquire" activity is "to secure and allocate necessary resources efficiently, ensuring the sustainability and scalability of products and services." This wording directly supports option A and makes it the correct answer. The same section explains that acquire covers identifying, selecting, onboarding, and managing suppliers when resources or services are sourced externally, and it can also include reallocating internal technology resources to where they are needed most. This confirms that acquire is the lifecycle activity focused on resource availability, sourcing choices, procurement, and communication of resource or service availability. By contrast, build is about developing, integrating, and testing digital products; discover is about keeping product capabilities and service offerings aligned with consumer needs and strategy; and deliver is about providing services to users and maintaining service quality.
Since the question asks specifically about securing and allocating resources efficiently, the exact lifecycle activity named in ITIL 5 is acquire. That match is direct and explicit in the Foundation text, so A is the fully verified answer.
質問 # 16
How should an organization apply the ITIL Guiding Principles?
正解：C
解説：
The correct answer is D. ITIL Version 5 states that the ITIL Guiding Principles are recommendations that can guide an organization in all circumstances, regardless of changes in goals, strategies, type of work, or management structure. ITIL also states that organizations should not use only one or two principles. Instead, they should consider the relevance of each principle and how the principles complement each other. There is no fixed order or hierarchy among the principles; they are all equally important to the ITIL Value System, although some may be more critical than others in a specific situation. Therefore, option A is incorrect because the principles are not applied sequentially in a fixed order. Option B is incorrect because the principles are not casual suggestions to ignore; they provide decision-making guidance. Option C is incorrect because relying on only a few principles can lead to imbalance. The best approach is contextual, holistic, and practical application.
質問 # 17
Which BEST defines a digital service ?
正解：A
解説：
The correct answer is B. ITIL Version 5 defines a service as a means of enabling value co-creation by facilitating outcomes that consumers want to achieve, without the consumer having to manage specific costs and risks. In the context of digital product and service management, digital services are enabled through digital products and digital technology. Option B is the best answer because it captures the service concept of enabling value for consumers and correctly links it to digital products without transferring ownership. Option A is closer to the definition of a product, because ITIL defines a product as a configuration of an organization' s resources designed to offer value for a consumer. Option C describes digital transformation, not a digital service. Option D describes the knowledge management practice, which is about maintaining and improving the use of information and knowledge across an organization. A digital service may use knowledge and technology, but its purpose is to enable value through service consumption.
質問 # 18
Which statement BEST describes service quality?
正解：D
解説：
A useful way to answer this is by eliminating the near-matches. ITIL defines service quality as "the sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs." That matches option A exactly. Option B is the definition of utility, which ITIL summarizes as what the service does and whether it is fit for purpose. Option C is a Service Level Agreement, a documented agreement between provider and customer. Option D is warranty, which ITIL explains as the assurance that a product or service will meet agreed requirements and be fit for use. These distinctions matter in ITIL because service quality is broader than just warranty or utility alone. The framework also places service quality within service level management and service level definitions, showing that quality reflects the overall characteristics relevant to stakeholder needs, not just performance promises or functionality. Since option A aligns precisely with the glossary wording and the others map to different official terms, A is the only correct and verified answer.
質問 # 19
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