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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: ITIL Service Management Framework | 2-4% | - ITIL guiding principles - ITIL service value system (SVS) - The four dimensions of service management |
| Topic 3: 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 4: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 5: ITIL Practices | 34-38% | - Service management practices - Technical management practices - General management practices |
| Topic 6: ITIL Guiding Principles | 15-19% | - Focus on value - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Optimize and automate - Collaborate and promote visibility - Think and work holistically |
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질문 # 117
How does the 'information and technology' dimension support effective product and service management?
정답：B
설명：
The information and technology dimension supports product and service management by enabling the data, information, and technology needed to create, deliver, support, and improve services. That is why option A is correct. ITIL emphasizes that this dimension includes applications, infrastructure, automation, analytics, AI, monitoring, communication tools, and the governance of information assets. It also includes data quality, usability, access, security, and technology capability. These elements help organizations make informed decisions, support workflows, and enable digital products and services. Roles and responsibilities belong primarily to organizations and people. Workflow structure belongs to value streams and processes. External relationships belong to partners and suppliers. Therefore, the dimension focused on the technological and informational foundation of management and service delivery is information and technology.
질문 # 118
What is an incident in IT services?
정답：B
설명：
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.
질문 # 119
Which dimension is concerned with management of relationships with external organizations?
정답：B
설명：
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.
질문 # 120
Which of the following BEST describes an operating model?
정답：B
설명：
An operating model is a conceptual and visual representation of how an organization works to co- create value with its customers, showing how its components and activities integrate and interact to deliver products and services.
질문 # 121
What is the PRIMARY purpose of the 'acquire' activity?
정답：B
설명：
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.
질문 # 122
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