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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 service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
| Topic 3: ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| Topic 4: ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Progress iteratively with feedback - Collaborate and promote visibility - Start where you are - Optimize and automate - Focus on value - Think and work holistically |
| Topic 5: The Four Dimensions of Service Management | 13-17% | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
| Topic 6: ITIL Service Value System | 13-17% | - The service value chain - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles |
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NEW QUESTION # 83
What is the role of a governing body in an organization?
Answer: C
Explanation:
The governing body is accountable at the highest level for the organization's performance and compliance, so option A is correct. In ITIL, governance ensures that the organization is directed and controlled in a way that aligns with stakeholder expectations, legal and regulatory obligations, and strategic objectives. The governing body does not usually perform day-to-day operations or manage technical product details directly. Instead, it evaluates the environment and stakeholder needs, directs priorities and policies, and monitors performance and conformance. Financial reporting may be one concern, but governance is much broader and includes value creation, risk, compliance, ethics, and strategic oversight. This high-level accountability is essential because it connects leadership intent with responsible management and assures stakeholders that the organization is being guided appropriately.
NEW QUESTION # 84
What refers to a detailed document outlining the requirements and characteristics of a product?
Answer: A
Explanation:
A product specification is the detailed document that outlines the requirements and characteristics of a product, which makes option D correct. In ITIL, the specification helps create a shared understanding of what the product is expected to do, how it should behave, what constraints apply, and what quality or acceptance criteria must be met. It serves as a reference point for design, build, testing, transition, and later improvement. A prototype is different because it is an early model used to explore or validate ideas. A change request is a formal proposal for a change, and a service request is a user request for a standard service action or access. By clearly documenting requirements and critical characteristics, the product specification supports consistency, communication, and effective lifecycle management.
NEW QUESTION # 85
Which ITIL concept includes governance, practices, and continual improvement?
Answer: C
Explanation:
The ITIL concept that includes governance, practices, and continual improvement is the ITIL Value System, so option A is correct. The Value System is the overarching model that shows how all major ITIL components work together to enable value creation. It includes guiding principles, governance, the value chain, management practices, and continual improvement. This integrated structure helps organizations align strategic direction with operational execution while remaining adaptable and focused on value. The deliver and support activities are only two parts of the value chain, not the whole system. A guiding principle is only one component of the Value System. A dimension is a perspective used to ensure holistic consideration. Therefore, the only option that fully includes governance, practices, and continual improvement is the ITIL Value System.
NEW QUESTION # 86
Which service value chain activity relates with buying new products?
Answer: D
Explanation:
This activity focuses on acquiring or creating the products and services needed to deliver value to customers.
NEW QUESTION # 87
Which of the following is a key success metric for the 'acquire' activity?
Answer: D
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 # 88
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