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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: The Four Dimensions of Service Management | 13-17% | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 2: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles - The service value chain |
| Topic 3: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 4: ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Optimize and automate - Think and work holistically - Start where you are |
| Topic 5: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
| Topic 6: ITIL Practices | 34-38% | - Service management practices - General management practices - Technical management practices |
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NEW QUESTION # 79
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Answer: C
Explanation:
This principle emphasizes the importance of simplicity in processes and practices, ensuring they are practical and easy to implement.
NEW QUESTION # 80
Which statement regarding a partnership relationship is TRUE?
Answer: C
Explanation:
A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.
NEW QUESTION # 81
Which term is used to describe removing something that could have an effect on a service?
Answer: D
Explanation:
In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.
NEW QUESTION # 82
Which of the following is a key success metric for the 'acquire' activity?
Answer: B
Explanation:
A key success metric for the acquire activity is the quality of the resources and services outsourced from suppliers, so option B is correct. Acquire is concerned with sourcing and allocating the inputs needed for value creation, including third-party services, components, technology, and other resources. Success therefore depends not only on speed and efficiency, but also on whether what is acquired is fit for purpose, reliable, and aligned with needs. Incident counts are more relevant to operate or support. SLA performance is more relevant to live service delivery. Negative impact of changes is more relevant to transition and change-related activities.
ITIL views acquisition as a strategic and operational capability that supports the wider lifecycle.
Poor-quality acquired resources create downstream problems, so quality is a strong and appropriate success measure.
NEW QUESTION # 83
An IT support engineer assisting a user in configuring their laptop is an example of which concept?
Answer: A
Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value- creating action in this scenario.
NEW QUESTION # 84
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