Last Updated: Jul 18, 2026
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| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15% | - Think and work holistically - Optimize and automate - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Keep it simple and practical |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| ITIL Service Value System | 25% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance |
| Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Key Concepts of ITIL 4 | 15% | - Information and technology - Value streams and processes - Organizations, people and culture - Partners and suppliers |
1. Which does the ITIL service value system discourage?
A) Interfaces among practices
B) Organizational silos
C) Coordinated authorities and responsibilities
D) Organizational agility
2. In which case would a problem be logged as part of the problem identification?
A) When the cause is identified but not resolved
B) After a workaround is identified and documented
C) After receiving of error information from a supplier
D) When a user reports an unplanned service interruption
3. Which statement about emergency changes is CORRECT?
A) Emergency changes are low risk and well understood
B) It is necessary to complete all documentation before an emergency change is implemented
C) Authorization of emergency changes may be deferred until after implementation
D) Emergency changes are not usually recorded in the change schedule
4. Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
A) Focus on value
B) Optimize and automate
C) Start where you are
D) Think and work holistically
5. What varies in size and complexity, and uses functions to achieve its objectives?
A) A practice
B) An outcome
C) A risk
D) An organization
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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