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Last Updated: Jul 30, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Topic 2: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 3: ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Continual Improvement - Purpose and components of the Service Value System |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations, people and culture |
| Topic 5: ITIL Guiding Principles | 15% | - Start where you are - Optimize and automate - Focus on value - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Keep it simple and practical |
1. Which is a financially valuable component that can contribute to the delivery of a service?
A) Configuration item
B) IT asset
C) Service offering
D) Sponsor
2. Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
A) Change enablement
B) Continual improvement
C) Service request management
D) Incident management
3. Which is an input to the service value system?
A) A model to help meet stakeholders' expectations
B) The system of directing and controlling an organization
C) A need from consumers for new or changed services.
D) Recommendations to help an organization in all aspects of its work
4. Which of the four dimensions includes the knowledge bases needed to deliver and manage services?
A) Information and technology
B) Organizations and people
C) Partners and suppliers
D) Value streams and processes
5. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
A) Change enablement
B) Problem management
C) Service request management
D) Incident management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: D |
Jerome
Mandel
Hardy
Joshua
Matt
Parker
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