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ITIL ITIL-5-Foundation Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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.
Topic 2
  • Extension Module: AI Governance (Optional): An optional module addressing ethical, compliant, and responsible AI adoption, covering risk, transparency, and regulatory considerations.
Topic 3
  • Continual Improvement Model: Covers the seven-step structured approach for driving and sustaining organizational improvement over time.
Topic 4
  • The ITIL Service Value System (SVS): Explains how guiding principles, governance, value chain activities, and continual improvement work together as one integrated framework.
Topic 5
  • ITIL Management Practices: Introduces the purpose and core concepts of ITIL's 34 management practices across General, Service, and Technical categories.
Topic 6
  • Value Co-Creation and Service Relationships: Explores how value is created collaboratively between providers, consumers, and stakeholders while balancing outcomes, costs, risks, and experience.
Topic 7
  • 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.

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ITIL Foundation (Version 5) Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which of the following describes a sponsor within a consumer organization?

Answer: B


NEW QUESTION # 78
What is the PRIMARY purpose of the ' acquire ' activity?

Answer: A

Explanation:
The primary purpose of the acquire activity is to secure and allocate the necessary resources efficiently, so option B is correct. In ITIL, value creation depends on having the right people, technologies, suppliers, components, information, and services available when needed. The acquire activity supports this by sourcing, obtaining, and allocating resources in line with strategy, architecture, and operational demand. It may involve procurement, supplier coordination, access arrangements, or other forms of resource acquisition. Incident recovery belongs more to support. User onboarding belongs to deliver. Creating prototypes belongs to design.
Acquire is important because value streams cannot perform effectively if critical resources are missing, delayed, poor in quality, or misaligned with requirements. It helps ensure that the organization has the inputs needed to build, operate, and improve products and services.


NEW QUESTION # 79
Which dimension of service management is concerned with ensuring that a company's structure supports the fulfilment of strategic goals?

Answer: A

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 # 80
After assessing its current customer service performance, a telecom company sets a target to reduce average call times from 10 minutes to 3 minutes within six months.
Which continual improvement step are they performing?

Answer: B


NEW QUESTION # 81
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:
The answer comes from the glossary definition. ITIL defines an organization as "a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives." Option A reproduces that idea directly, so it is the correct choice. The other options refer to different concepts. A partnership is a relationship between two organizations that work closely together to achieve common goals and objectives. Culture is a set of values shared by a group of people, expressed through behaviour, ideas, beliefs, and practices. A service journey is the sum of activities and interactions performed by organizations engaged in service relationships. None of those definitions matches the wording in the question as closely as "organization." ITIL also clarifies that an organization can be a whole company, part of a company, a group of companies, or even a self-employed individual, depending on context. That broad definition is why the term is used so consistently across the framework. Since the question is clearly testing exact glossary terminology, A is the verified answer.


NEW QUESTION # 82
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