ITIL® 4 Foundation

Trainer
Guide

Official Training Materials

 Contents
Unlocking your
Introduction 4

Modules 19

potential to 1. Introduction
2. Key concepts of service management
26

36

achieve more
2.1 The concept of value 38

2.2 Stakeholder and service consumer roles 42

2.3 Service offerings 48

2.4 Creating value with services 52

3. Key concepts of ITIL 4 62

Welcome to the Trainer Guide for The Official Training Materials for our 3.1 Four dimensions of service management 64
the ITIL® 4 Foundation Official courses enhance the learning experience 3.2 ITIL service value system 68
Training Materials. for both trainers and learners, enabling
3.3 Service value chain 72
high quality and effective delivery of
PeopleCert develops global best practice
training. PeopleCert products combine 4. The guiding principles 82
frameworks and certifications, manages
the knowledge and experience of 4.1 Introduction to the guiding principles 84
exams, and delivers certifications.
experts from around the world.
Its product portfolio of more than 4.2 Using the guiding principles 90
700 certifications in IT & Digital Our courses use that knowledge to
5. ITIL 4 management practices 104
Transformation, Project Management, transform learners from beginner
Business, and Languages includes ITIL® to practitioner, utilizing real-world 5.1 Purpose of the ITIL practices 106

and PRINCE2® - two of the most globally experience, product expertise, and years 5.2 Overview of eight ITIL practices 110
recognised IP-protected frameworks, of training knowledge to bring the topic 5.3 Key management practices – Part 1 116
developed and evolved by the UK alive.
5.4 Key management practices – Part 2 126
Government over a 30-year period.
Consequently, learners will develop a
5.5 Key management practices – Part 3 138
solid foundation on which to develop
their businesses and improve their 6. Course review 152

careers.
Appendix 1 – Handouts/activity sheets 162

Guiding principles 164

Guiding principles: Case study 1 167

Powering Guiding principles: Case study 2 168

Best ITIL management practices: Case study 170

Practice Appendix 2 – Resources 174

ITIL® 4 Foundation Exam Specification 176

Sample papers, Answers and Rationales 182

Copyright © 2023 PeopleCert International Ltd.

All rights reserved. No part of this publication may be reproduced or transmitted in any form and by any means (electronic, photocopying, recording or otherwise)
except as permitted in writing by PeopleCert International Ltd. Enquiries for permission to reproduce, transmit or use for any purpose this material should be directed
to the publisher.

Disclaimer
This publication is designed to provide helpful information to the reader. Although every care has been taken by PeopleCert International Ltd in the preparation of this
publication, no representation or warranty (express or implied) is given by PeopleCert International Ltd as publisher with respect as to the completeness, accuracy,
reliability, suitability or availability of the information contained within it and neither shall PeopleCert International Ltd be responsible or liable for any loss or damage
whatsoever (indicatively but not limited to, special, indirect, consequential) arising or resulting of virtue of information. instructions or advice contained within this
publication.

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Introduction Welcome to ITIL 4 At PeopleCert, our ITIL 4 training

material provides learners with a
structured approach for developing
ITIL 4 is the latest development in the their competencies in the current and
evolution of IT best practice. ITIL is the future workplace. The accompanying
most widely used framework within IT guidance also helps organizations
service management (ITSM), and ITIL to utilize new and upcoming
4 provides businesses with the tools technologies, succeed in digital
to deal with the challenges currently transformation, and create
faced by the industry. value for themselves and their
customers. ITIL 4 Foundation
ITIL 4 will develop an organization’s is the beginning of their ITIL 4
existing service management and journey. It provides a gateway
ensure continuity with existing ways to the wider, more advanced
of working. It integrates modern and guidance provided in other
emerging practices with established ITIL publications and
and proven knowledge. ITIL 4 also training. Welcome to the
provides guidance on new methods new generation of IT
to help individuals and organizations best practice.
use them with confidence, focus, and
minimal disruption.
ITIL 4’s holistic approach raises the
profile of service management in
organizations and industries, setting
it within a more strategic context.
Its focus is on end-to-end product
and service management, from
demand to value. ITIL 4 is the result
of a great amount of global research
and development work, across the IT
service management industry. This
work involved consulting with active
Welcome to ITIL 4 practitioners, trainers, consultants,
vendors, technicians, and business
Axle Car Hire case study customers. The architect team
collaborated with wider stakeholders
and ITIL users, to ensure that
How to use this material this latest framework meets the
requirements of continuity,
innovation, flexibility, and value.
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Axle Car Hire case study

Example case: Axle Car are big draws. Customers have also come to Axle Car Hire employees
expect online and app interfaces as standard for
Hire the company’s services. In this evolving market, Several other members of this team also appear
Throughout the course, we will use a fictional Axle Car Hire faces an uncertain future. throughout the course. They provide the real-
company called Axle Care Hire as a case world examples and an opportunity for learner Henri,
The board is keen to improve customer discussion. This is another reason why it is a CIO Axle Car Hire
study for implementing ITIL processes within
satisfaction levels. They want to attract and good idea to encourage learners to read the
an organization. This serves as a consistent
retain customers and improve the company’s examples. Here are the four key team members:
storyline throughout the modules. There are
bottom line. They have appointed a new CIO,
also several characters at Axle Car Hire who Henri is the new CIO of Axle Car Hire. He is a
Henri. Henri was chosen for his experience
share their experiences. successful business executive who is prepared
in digitalized services and his track record
To maintain learner engagement, ask learners in successful, large-scale IT transformations. to shake things up. He believes in an integrated
to read the character text. Inform learners He understands the impact of digital service approach to ITSM.
that more information about Axle Car Hire is offerings, not only for customer satisfaction Su is the Axle Car Hire product manager for
included in the Learner Workbook. The case levels, but also for employee retention rates. travel experience and has worked for Axle for
study can also be found in the Official Book. Henri’s strong background in ITIL and ITSM the past five years. Su is smart, meticulous, and
Su,
means that he values ITIL certification, and passionate about the environment.
Background to Axle Car Hire Axle Car Hire product manager
his hiring policy reflects this. Having worked
Axle Car Hire is a global company, with its Radhika is the Axle Car Hire IT business
with Design Thinking, DevOps, and Agile
headquarters based in Seattle. Axle was analyst, and it is her job to understand the
methodologies, he believes sustainable
formed ten years ago, and currently employs user requirements of Axle Car Hire staff and
business requires a blended approach to ITSM.
approximately 400 staff across Europe, the customers. She is inquisitive and energetic and
Henri is keen to see how his team can redefine strives to maintain a positive relationship with
US, and Asia-Pacific. Initially, the company
the car hire experience and ensure that Axle all her customers, both internal and external.
experienced strong growth and consistently
Car Hire is the first choice for new and existing Radhika works mostly on discovery and planning
high customer satisfaction ratings. For the
customers. activities, rather than in IT operations. She asks a
first six years, repeat business accounted for
around 30% of all bookings. Shareholders could lot of questions and is great at spotting patterns
expect substantial quarterly dividends. However, and trends.
Radhika,
over the past four years, the company has Marco is the Axle Car Hire IT delivery manager. Axle Car Hire IT business analyst
experienced a downturn. Customer satisfaction He is process-driven and continually references
ratings have consistently declined and repeat the ITIL framework to help him manage positive
bookings are now rare. Competitors are offering service relationships. However, Marco has had
new and innovative options to traditional vehicle little exposure to a blended or collaborative
hire. Carpooling, ride-share, and driverless cars approach to service management.

Marco,
Axle Car Hire IT delivery manager

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How to use this material

Who is this Trainer Guide Aims of the course Teaching methodology This course has been designed in a modular
format to provide flexibility in the delivery of
for? The overall aim of this course is to enable The course materials have been designed to be modules. For example, you can deliver the
This Trainer Guide is for new and experienced learners to gain a pass mark in the ITIL 4 flexible, easy-to-use, and accessible for learners. modules in a different order, if this suits the
ITIL trainers to support the delivery of the ITIL 4 Foundation qualification. To pass the exam, they There are two main training methods: needs of the learners or your required delivery
Foundation course. will need to: schedule/format.
• classroom delivery
• understand how the ITIL 4 service
• virtual delivery.
management framework has evolved to
What is included? adopt modern technologies and ways of For both methods, you will have the following
Modules
working resources for each module:
The learning material includes a core Trainer
The course consists of six modules, each with a
Slide Deck presentation, with learner notes • recall the common language and the key • Trainer Guide
number of sessions.
addressed to the learner, trainer notes (in bold) concepts of ITIL • Trainer Slide Deck which include trainer
addressed to the trainer along with quizzes, and You may decide to deliver the modules or
• gain an overall understanding of how to notes
activity slides. sessions in a different order. These modules
manage modern IT-enabled services • quizzes relate to the ITIL® 4 Foundation syllabus and to
The accompanying Trainer Kit includes the
know how to use the ITIL 4 guidance to the content of the Official Book.
exam resources (syllabus, sample papers, and • Quick Reference Guide
improve your work and the work of the Therefore, you should encourage learners to
glossary), and class management templates. • handouts/other resources.
organization. study this publication, both before and during
All the materials have been designed to work the training course and before they sit the
seamlessly with both training methods. examination.
Core and Extended
As it can be difficult to anticipate which virtual
content platform you may need to use, the Official
To help identify what is content and what is Training Materials and activities have been
extended content, the module slide decks designed to make the best use of technology
feature colour-coded borders. The slides that without referring to a particular tool. Drag
feature a purple border are core content and drop activities, board blasting, and other
and those with a grey border are optional whiteboard activities are all conducted using
extended content such as activities and PowerPoint. There are specific notes on how to
quizzes. achieve the effects in the trainer notes.

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Preparation for delivering Slide decks Exam information

the course The presentation provided is a full Instructor- The examination is designed to assess whether
This course has been built to be engaging and led presentation and includes all modules learners can demonstrate sufficient recall and
interactive. Certain activities require group and activities to be delivered. You can use the understanding of the ITIL 4 framework. The ITIL
or pair work when in a classroom and where presentation in sequential order to deliver your 4 Foundation certification is a prerequisite for
this course is delivered as a virtual class, it class or rearrange the sessions to follow your studying ITIL 4 at a higher level.
is recommended that breakout rooms are own timed delivery schedule.
Two sample papers are available within the
prepared or considered in advance to ensure a This file is editable to enable personalization by course to help prepare learners for the formal
smooth delivery to the course. each accredited training organization (ATO). certification. These will help learners to become
If virtual breakout rooms are available, activities confident in their understanding of ITIL 4, and
The notes section of the presentation holds
can be modified into a larger group discussion. familiar with the style and structure of the exams.
information addressed to the learner on how
Likewise, whiteboard based activities are best to deliver the content of the slide by Please refer to the course review section for
also included, please use your preferred announcing which key points to note and so further information.
collaboration/whiteboard tool for these. If you on. The exercises/activities notes include clear
do not have a collaboration or whiteboard tool instructions on how to deliver, while additional
available, the same effect can be achieved with details will be available in this Trainer Guide.
PowerPoint as follows. Ensure that you are Do not forget to remind your learners how to
only sharing the presenter view on either the use the Official Book, which provides detailed
classroom projector or the virtual classroom. information on the modules presented in the
You can then change the view so that only you Learner Workbook and the Trainer Slide Deck
can see the preview mode and then create a presentation. The syllabus index at the end of
blank slide. You can then write facilitated notes the Learner Workbook and the Trainer Guide
on the whiteboard by either typing in responses will help you identify the sections of the Official
from the learners (this will simply appear on- Book referenced throughout the material.
screen from the learners’ point of view) or revert
to the presenter view and click the link option at
the bottom left-hand corner of the screen. This
will allow you to write on the whiteboard with
your mouse.

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Official Training Materials Information icons

Assets File Type Trainer Learner Purpose

Objectives
1. Trainer MS  Used by the trainer to deliver the
Slide Deck PowerPoint course.
2. Trainer PDF  Used by the trainer to support Timed activity
Guide course delivery.
3. Trainer PDFs  Used by the trainer as reference
resources material (includes: syllabus,
Discuss/reflect/activity
exam specs, sample papers and
rationales, class management
files and release notes).
Think about/question and answer
4. Learner PDF   Used by the learner to follow the
Workbook course and by the trainer as a
reference point.
  Key learning points
5. Official n/a Used by the learner and the
Book trainer as reference material.
6. Quick PDF  Used by the learner as (a) a
Detailed ITIL practice
Reference revision aid and/or (b) a handy
Guide reference tool.
7. Course MP4   Viewed by the learner as an
Review multiple choice question
Welcome introduction to the course and
Video can be used by the trainer
during the start of the class.
8. Pre-course PDF   Used by the learner before the
The slides that feature a purple border are core content
material beginning of the classes.
9. Post-course Included in   Used by the learner post-exam
material ref: 1 and 4 (included in Trainer Slide Deck
and Learner Workbook)
10. Index Included in   Used by the learner and trainer The slides that feature a grey border are optional extended
by syllabus ref: 4 throughout the course and content
and index by by the learner post-course to
glossary support revision.
(Included in Learner Workbook)
11. Learner MS Forms  Used by the learner to provide
feedback feedback on the Official Training
survey Material.

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Module Lesson title Duration Duration with

extension task
Indicative learning
timetable
The ITIL 4 Foundation course content is usually 1 ITIL Foundation: ITIL 4 30 minutes 1 hour
delivered over two full days, or three days with Edition
more opportunity for optional or extended
Introduction
activities. It can, however, be delivered in any
order, and over a time to suit the needs of the
learners and the delivering organization. All 2 Key concepts of service 2 hours 2 hours 30 minutes
management
core lessons must be covered for learners to
be ready for the examination.

3 Key concepts of ITIL 2 hours 3 hours 30 minutes

4 The guiding principles 1 hour 45 minutes 2 hours

5 ITIL 4 management 6 hours 7 hours 30 minutes

practices

6 Course review 1 hour 4 hours

13 hours 15 minutes 21 hours 30 minutes

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Section Total Core content Extended

no. of slides slides content slides
ITILF-00-00_Introduction 4 0 4

ITILF-00-00_A1 2 0 2

ITILF-00_01_General_Info 9 1 8
Core and optional
ITILF-01_01_A1 2 0 2
extended content slides 11 7 4
ITILF-02_01
The Trainer Slide Deck presentation is divided
ITILF-02_02 16 12 4
in sections with module and session references
(i.e. ITIL4F_02_01) which is core content, with ITILF-02_02_A1 3 0 3
the exception of the Introduction and Closing ITILF-02_03 13 8 5
sections. Any sections that have a suffix of ‘A’ 30 26 4
ITILF-02_04
followed by a number, or a ‘Q’ followed by a
ITILF-02_04_Q1 12 0 12
number (i.e. ITIL4F_02_01_A1 or ITIL4F_02_01_
Q1) indicate extented content like an activity ITILF-03_01 24 20 4
or a quiz, respectively. Recap and Review slides ITILF-03_01_A1 3 0 3
are also considered extended optional slides. 11 7 4
ITILF-03_02
Please refer to the table on the next page to ITILF-03_03 15 12 3
see how the ITIL 4 Foundation Trainer Slide 2 0 2
ITILF-03_03_A1
Deck is divided into sections and how many
ITILF-03_03_Recap 1 0 1
slides per section are considered core and how
many are optional. ITILF-03_03_A2 3 0 3

ITILF-03_04_Q1 11 0 11

ITILF-04_01 39 35 4

ITILF-04_01_A1 4 0 4

ITILF-04_02 9 4 5

ITILF-04_02_A1 4 0 4

ITILF-04_02_Q1 3 0 3

ITILF-04_02_Q2 11 0 11

ITILF-05_01 25 21 4

ITILF-05_02 25 21 4

ITILF-05_03_Part1 29 25 4

ITILF-05_04_Part2 33 29 4

ITILF-05_05_Part3 26 22 4

ITILF-05_06_Q1 7 0 7

ITILF-05_06_A1 3 0 3

ITILF-05_06_A2 2 0 2

ITILF-06_A01-A04 10 0 10

ITILF-06_Q1 2 0 2

ITILF-06_01_Closing 14 0 14

Total no. of slides 418 250 168

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Module and session objectives

Module Session Introduction Text Tasks/ Objectives

Activities
Introduction ITIL 4 Welcome to the ITIL 4 Course To ensure that
Foundation Foundation course. This introduction learners feel
Introduction module will cover the overall respected and
course aims and objectives, valued.
and certain ground rules Activity slides
expected by learners for
the overall duration of the To provide an
Getting to know overview of the
course. The introductory
you exercise main rules and
session will also introduce
a flavour of what ITIL is and guidelines of the
the certification process. training course.
It is important for learners
to understand that ITIL 4 To allow each
enables them to look at person the
ITSM through an end-to- chance to
end operating model for introduce
the creation, delivery, and themselves.
continual improvement of
tech-enabled products and
services. To provide a brief
overview of ITIL 4
Foundation.

To provide an
overview of the
key aspects of
the course.

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Module Session Introduction Text Tasks/ Objectives Module Session Introduction Text Tasks/ Objectives
Activities Activities
Key concepts The concept A shared understanding Review and Describe the Key concepts Stakeholder As above Recall the
of service of value of the key concepts and reflect quiz relationship of service and service definitions
management terminology of ITIL is critical based on exam between management consumer of utility and
for the effective use of this questions value and its roles warranty.
guidance to address real- stakeholders,
world service management including the
challenges. To that end, this organization, Describe the
module explains some of the service providers relationship
most important concepts and service between
of service management, consumers, value and its
including: and other stakeholders,
stakeholders. including the
• the nature of value and
organization,
value co-creation
service providers
• organizations, service Recall the and service
providers, service definitions of consumers,
consumers, and other the service and other
stakeholders consumer, roles stakeholders.
of a customer, Key concepts Service As above Describe the
• products and services
user, and of service offerings relationship
• service relationships sponsor. management between
• value: outcomes, costs, products, service
and risks. offerings, and
Describe the
These concepts apply services.
key concepts of
to all organizations and value co-creation Key concepts Creating As above Describe the
services, regardless of their through service of service value with key concepts of
nature and underpinning relationships, management services creating value
technology. However, including service with services,
the first thing that must relationship including
be outlined is the most management, outcome, output,
fundamental question service provision, cost, risk, utility,
of all, what is service and service and warranty.
management? consumption.

Recall the
Describe the definitions
relationship of utility and
between warranty.
products,
services, and
service offerings.

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Module Session Introduction Text Tasks/ Objectives Module Session Introduction Text Tasks/ Objectives
Activities Activities
Key concepts Four The objective of an PESTLE activity Describe the Key concepts ITIL service For service management to Describe the ITIL
of ITIL 4 dimensions organization is to create four dimensions of ITIL 4 value system function properly, it needs service value
of service value for its stakeholders. of service to work as a system. The ITIL system.
management This is achieved by the High-level value management. SVS describes the inputs and
provision and consumption stream activity outputs to this system.
of services. The ways
in which the various Key concepts Service value The central element of Describe the
components and activities Review and of ITIL 4 chain the SVS is the service interconnected
of an organization work reflect quiz value chain, an operating nature of the
together to create this model that outlines the service value
value are described by the
key activities required to chain and how
ITIL SVS. However, before
respond to demand and this supports
this is explored further,
the four dimensions of facilitate value realization value streams.
service management must through the creation and
be introduced. These management of products
Describe the
dimensions are relevant and services.
inputs, outputs,
to, and impact upon, all
and purpose of
elements of the SVS. To
achieve their desired each value chain
outcomes and work as activity.
effectively as possible, The guiding Introduction The purpose of this session Review and Describe the
organizations should
principles to the guiding is to help learners to reflect quiz nature, use,
consider all aspects of
principles understand the guiding and interaction
their behaviour. In practice,
however, organizations principles that can be used of the guiding
to guide organizations in Guiding principles.
often become too focused
on one area of their their work, as they adopt principles case
initiatives and neglect a service management studies
the others. For example, approach. These principles
process improvements will enable learners to
may be planned without
adapt ITIL guidance to their
proper consideration for
own specific needs and
the people, partners, and
technology involved, or circumstances.
technology solutions can be
implemented without due
The guiding Using the As above Explain the
care for the processes or
people they are supposed principles guiding use of each
to support. There are principles of the guiding
multiple aspects to service principles.
management, and none
of these are sufficient
to produce the required
outcomes when considered
in isolation.

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Module Session Introduction Text Tasks/ Objectives Module Session Introduction Text Tasks/ Objectives
Activities Activities
ITIL 4 Purpose ITIL 4 includes 14 general Card matching Recall the ITIL 4 Key The remaining seven of the Explain seven
management of the ITIL management practices, activity purpose of the management management 15 in scope practices are the practices in
practices practices 17 service management ITIL practices. practices practices – key management practices, detail, including
practices, and three technical Part 2 which will need to be how they fit
management practices, all Case study understood in depth. They within the service
activity are: service desk, service
of which are subject to the value chain – Part
request management,
four dimensions of service 2.
incident management,
management.
problem management,
continual improvement,
service level management,
ITIL 4 Overview Fifteen of the 34 practices Recall the change enablement.
management of eight ITIL are in scope for this training purpose of the ITIL 4 Key As above Explain seven
practices practices and exam. Eight of these ITIL practices. management management practices in
only need to be recalled at practices practices – detail, including
the purpose level. Those Part 3 how they fit
eight are: information Recall the
within the service
security management, definitions of
value chain – Part
relationship management, the key terms
3.
supplier management, asset related to the ITIL
management, configuration practices.
management, monitoring Recall the
and event management, definitions of
deployment management, the key terms
release management. related to the ITIL
practices.
Course Course In this session, you will look Sample paper Revise the
ITIL 4 Key The remaining seven of the Explain seven review review towards reviewing the key questions key terms
management management 15 in-scope practices are the practices in session terms and concepts covered and concepts
practices practices – key management practices, detail, including in the ITIL 4 Foundation covered in the
Part 1 which will need to be how they fit course. ITIL 4 Foundation
understood in-depth. They within the service course.
are: service desk, service value chain – Part
request management, 1. Assess the extent
incident management, to which learners
problem management, can recall or
Recall the
continual improvement, understand
definitions of
service level management, the key terms
the key terms
change enablement. and concepts
related to the ITIL
practices. covered in the
ITIL 4 Foundation
course.

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Module 1 In this module we

Introduction will cover...
Welcome to the ITIL 4 Foundation
course. This initial module is intended
to provide an introduction to the
overall course and its component
parts, and aims to make learners feel
comfortable and get to know each
other.
It provides information on the logistics
of the course, whether in a classroom
or online format.
It also provides a brief overview
of ITIL 4.

1.1 Welcome

1.2 General information

1.3 Learner introductions

1.4 Introduction to ITIL 4

1.5 About the course

Prepare for
the module
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Session 1.1
Welcome

Training objectives

To ensure that learners feel respected and valued

To provide an overview of the main rules and guidelines of the

course

To allow each person the chance to introduce themselves

To provide a brief overview of ITIL 4 Foundation

To provide an overview of the key aspects of the course

Timing

30 minutes (core) / 60 minutes (extended)

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Introduction

Introduction
Module 1

Module 1
Title Guidance Title Guidance

ITIL® 4 Foundation Welcome learners to the course. Learner materials Explain what is included in the Official Training Materials and the use of
each element.

Slide 1 Slide 7

Copyright Inform learners about the copyright of the Official Training Materials. Official Book Remind learners to keep their Official Book nearby and to refer to it
throughout the course, for more information/details on the topics
presented in this presentation.

Slide 2 Slide 8

Icons explained Inform learners about the meanings of the icons used throughout the
General information Use the slide to provide learners with general information about the
Official Training Materials and in the presentation.
course relative to how it is being delivered.
Classroom delivery
Explain:
Slide 3 • Timings Outline the course duration, start and end times, and the
Slide 9
timings of breaks.
Introduction Show the title slide and welcome learners to the course. • Toilet breaks Let learners know where the toilets are located.
State that we will begin the course shortly, but first we will introduce Ask them to leave the room quietly if they need to use the facilities
some basic information about the course. during the course.
• Mobile/cell phone use Ask learners to turn their mobile phones
to silent and keep them away wherever possible. If a learner needs
Slide 4 to take a call, ask them to discreetly leave the room.
• Health and safety Let learners know what actions to take if there
Introductions Briefly introduce yourself and provide an overview of your experience is an expected fire drill on that day. State where the muster points
with ITIL, as a trainer and as a practitioner. are.
Ask learners to state their names, roles, their reasons for attending the • Learner Workbook All learners have been given a copy of the
course, and their expectations. Learner Workbook to use during the course and for further
reference. It includes background information, key information,
Show the next slide.
Slide 5 and areas for them to complete activities or make notes during the
course. The workbook also contains copies of the slides used in the
course.
Course introductions After each learner has introduced themselves, you may want to do the
Note that participation is essential to the course, so encourage learners
following activity:
to ask questions during the class. Remind learners that at the end of
Icebreaker: imagine that you are on a survival show. Select three luxury the course they will sit the ITIL 4 Foundation exam and will be asked to
items to take with you from the following list and explain your reasons provide feedback on the course.
for doing so:
Slide 6 • one piece of music
• one book
• one luxury item.
You may wish to substitute this activity with your own alternative.

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Introduction

Introduction
Module 1

Module 1
Title Guidance Title Guidance

General information Virtual classroom delivery What is ITIL? Ask learners what they think ITIL 4 is.
(Continued)
Explain: Facilitate possible responses.
• IT Ask learners to ensure that their cameras are on, and their Click to reveal the purpose of ITIL 4.
microphones are on mute during the sessions, unless they need to
Explain that the purpose of ITIL 4 is to provide organizations with
ask or answer a question. If learners need to ask a question during
comprehensive guidance for the management of IT-enabled services in
the session, ask them to write their question in the chat function. Slide 10
the digital economy.
Slide 9 (Continued) This will ensure that the question is seen and answered at an
appropriate point. ITIL has led the ITSM industry with the provision of guidance, training,
and certification programmes for more than 30 years. ITIL 4 brings ITIL
• Timings Outline the course duration, start and end times, and the
up-to-date, by reshaping much of the established ITSM practices within
timings of breaks.
the wider context of the customer experience, value streams, and
• Toilet breaks If learners need to use the facilities during a session,
digital transformation, as well as embracing new ways of working, such
ask them to stay connected to the online session, ensure that their
as Lean, Agile, and DevOps.
microphone is on mute, and discreetly leave the session.
The ITIL 4 Foundation qualification is intended to introduce learners
• Mobile/cell phone use Ask learners to turn their mobile phones
to the management of modern IT-enabled services, to provide them
to silent and keep them away wherever possible. If a learner needs
with an understanding of the common language and key concepts, and
to take a call, ask them to ensure their microphone is on mute and
to show them how they can improve their work and the work of their
discreetly leave the room.
organization with ITIL 4 guidance.
• Chat functions Throughout the virtual classroom, a chat function
will be available for learners to send messages to the trainer The ITIL 4 Refer to the onscreen image which explains the certification scheme.
and other learners. Learners can use this function to ask the certification journey
As part of the certification process, learners will need to complete an
trainer questions, and the question will be answered at the next
exam.
opportunity. Please note that the chat function should be used
appropriately, as it is a public forum. The exam will test both their recall of information about ITIL 4 and their
• Learner Workbook All learners have been given a copy of the understanding of the concepts.
Learner Workbook to use during the course and for further Slide 11 Note that achievement of ITIL 4 Foundation is a prerequisite for the ITIL
reference. It includes background information, key information, Managing Professional and ITIL Strategic Leader designations.
and areas for them to complete activities or make notes during the
It is also a prerequisite to study for the ITIL Specialist extension
course. The workbook also contains copies of the slides used in the
modules: Business Relationship Management, IT Asset Management,
course. These elements can be used when online as the text boxes
Acquiring and Managing Cloud Services, and Sustainability in Digital and
are interactive. Alternatively, learners may choose to make notes in
IT.
their chosen piece of software. The workbook also contains copies
of the slides used in the course.
Course objectives Explain the objectives of the course:
Also note that participation is essential to the course, so encourage the
• understand the key concepts of service management
learners to ask questions during the class. Remind learners that at the
end of the course they will sit the ITIL 4 Foundation exam and will be • understand how the ITIL guiding principles can help an organization
asked to provide feedback on the course. adopt and adapt service management
• understand the four dimensions of service management
Slide 12
• understand the purpose and components of the ITIL service value
system
• understand the activities of the service value chain, and how they
interconnect
• know the purpose and key terms of 15 ITIL practices
• understand specific details of seven ITIL practices.

32 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 33
Introduction

Introduction
Module 1

Module 1
Title Guidance

About the course Give an overview of the structure of the course:

• key concepts of service management
• key concepts of ITIL 4
• guiding principles
• ITIL 4 management practices
Slide 13 • course review.
The ITIL 4 Foundation training is just an introduction to some of the
ITIL 4 practices. The Official Book, which contains more information, is
worth reading both during and after the training to help you embed the
learning. Please also refer to and utilize of the resources in your learner
kit and Learner Workbook. On successful completion of the exam, you
will also gain access to the MyAxelos online portal.

Meet the Axle Car Show the slide and explain that throughout the course, learners will
Hire team meet various employees from the Axle Car Hire team. Axle is a fictional
company that will be used as a case study for implementing ITIL
practices within an organization.
Refer learners to the information in their Learner Workbook for more
details.
Slide 14
State that at various points in the course, you will ask learners to take
the role of the Axle employees and read/act out their comments and
views.

Any questions? Ask: all learners for any questions they may have at this stage. If you are
using the extended delivery format, launch the activity from the slide.

Slide 15

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Module 2 In this module we

Key concepts of service will cover...
A shared understanding of the key
These concepts apply to all
organizations and services, regardless
of their nature and underpinning

management concepts and terminology of ITIL

by organizations and individuals is
critical to the effective use of this
technology.
But the first thing that must be
guidance to address real-world service outlined is the most fundamental
management challenges. To that end, question of all: what is service
this module explains some of the management?
most important concepts of service
management, including:
• the nature of value and value
co-creation
• organizations, service providers,
service consumers, and other
stakeholders
• products and services
• service relationships
• value: outcomes, costs, and risks.
2.1 The concept of value

2.2 Stakeholder and service

consumer roles

2.3 Service offerings

2.4 Creating value

with services
Prepare for
the module
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Session 2.1
The concept
of value

Training objective

Describe the relationship between value and its stakeholders,

including the organization, service providers, service consumers,
and other stakeholders

Key learning points

Value: The perceived benefits, usefulness, and importance of

something.

Organization: A person or a group of people that has its own

functions with responsibilities, authorities, and relationships to
achieve its objectives.

Timing

15 Minutes

38 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 39
 Title Guidance

What do we mean by Ask learners what we mean by value.

value?
Facilitate discussion with learners regarding what value means to them.
Click to reveal the categories on the slide and summarize the learners’
responses as examples of some or all the possible definitions
presented.
Key concepts of service

Key concepts of service

Value can mean different things for different people. It can be objective
management

management
Slide 21
Module 2

Module 2
and quantifiable. It can be subjective and linked to emotional response.
It can sometimes be both.

At Axle Car Hire Use Su’s example at Axle Car Hire to explain what value means.
Su: At Axle, our service is travel experience. We provide this service
to our customers to create value, both for them and for Axle. Service
management helps us to realize this value.
Continue to discuss this after Su’s comment.
Slide 22
Move on to the next slide for the definition of value.

What is an Ask learners: what is an organization?

organization?
Facilitate a short discussion on this, based on the response of the
learners.
Click to reveal the definition and explain that:
An organization is any person or group of people that has its own
Slide 24 functions with responsibilities, authorities, and relationships that
operate in an integrated, coordinated way to facilitate value creation
and fulfil a common set of objectives. Organizations vary in size and
complexity, and in their relation to legal entities, from a single person
or a team, to a complex network of legal entities united by common
objectives, relationships, and authorities.

How is value Show the slide and ask learners for their thoughts or any real-life
created between examples.
organizations?
Value between organizations is created in different ways depending on
how those organizations operate.

Slide 25

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Session 2.2
Stakeholder and
service consumer
roles
Training objectives

Describe the relationship between value and its stakeholders,

including the organization, service providers and service
consumers, and other stakeholders

Recall the definitions of the serviceconsumer roles of customer,

user, and sponsor

Key learning points

Service relationships are established between two or more

stakeholder organizations to co-create value.

A provider is an organization that creates and delivers services.

A consumer is an organization that receives services.

Three specific roles are involved in service consumption:

• Customers: Define requirements
• Users: Use services
• Sponsors: Authorize the budget.

Each of these roles has different, and sometimes even

conflicting, expectations from services.

Timing

30 minutes (core) / 60 minutes (extended)

42 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 43
 Title Guidance Title Guidance

Stakeholders Explain that (as we have seen) the new perspective of the co-creation How is value created? Move on to the next slide and engage learners by asking:
of value results in a need to understand all the stakeholders who are
• How is value created for consumers? (for example benefits
involved in enabling value.
achieved, costs, and risks optimized)
Show the slide and ask learners who they think these stakeholders
• How is value created for employees? (for example salary, work
might be.
experience, job satisfaction, a sense of purpose)
Key concepts of service

Key concepts of service

Slide 32 Discuss their suggestions as they call them out. Slide 40
• How is value created for shareholders? (for example capital
management

management
Module 2

Module 2
Anyone with a vested interest in your service or in value co-creation can appreciation, income stream, satisfaction at watching business
be a stakeholder. growth, interest in the business mission)
• How is value created for the community? (for example job creation,
Service provider Move on to the next screen and use the ITIL storyline to explain that
organizations community development, helping local economy)
Axle Car Hire provides car hire services and is an example of a provider.
After discussing the leaners’ ideas, summarize by identifying that some
This slide highlights the fact that organizations are usually providers benefits are direct, like the generation of revenue. Others are more
and consumers at the same time. Axle uses the resources provided by indirect, such as employee experience.
other businesses to enable it to provide its own services.
If you are using the additional activity materials to explore the
Slide 36 relationship between value and the stakeholders use the appropriate
section in the presentation.
Service consumer Show the slide heading and explain that when an organization takes the
organizations Value can take different forms for different stakeholder groups. Some
role of receiving services, it is called a service consumer.
benefits are direct, like the generation of revenue. Others are more
Ask learners to think of examples of Axle Car Hire consumers. indirect, such as employee experience.
Comment on their ideas, recognizing that they are a diverse group. Axle’s service Show the slide which gives examples of Axle’s service consumers from
When an organization takes the role of receiving services, it is called a consumers the perspectives of different members of the Axle Car Hire team.
Slide 37 service consumer. Some consumers will be individuals, while others will Axle Car Hire has a wide range of service consumers. Each employee of
be organizations. the business will interact with different groups of consumers.
Service consumer Move onto the next slide to discuss Axle’s consumers.
organizations
Axle provides car hire services to, for example, Ichika, Faruq, and Food
for Fuel, so they are all service consumers of Axle Car Hire.

Slide 38

Slide 42

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 Title Guidance Title Guidance

Service consumer Ask learners to think about a family that wishes to buy mobile phones Stakeholder map Ask learners to draw a stakeholder map of their own organization,
roles for everyone in the household. identifying each stakeholder’s interest in the organization’s products
and service offerings, their expectations (if they are customers), and
Show the pictures on the slide and ask:
how each one contributes towards value co-creation.
• What would the role of the children be?
Explain that their drawings could take the form of a mind map or a
– The answer is users, of course!
Key concepts of service

Key concepts of service

Slide 46 simple list, with stakeholders grouped into specific categories, such as:
Slide 43 • One parent researches the options available and decides which ones
management

management
Module 2

Module 2
• customer organizations
to buy. Which roles does he or she fill?
• supplier organizations
– both customer and user
• partner organizations
• Another parent takes charge of paying for the phones. Which roles
does he or she fill? • investors/shareholders
• government organizations
– The answer is both sponsor and user
• community/social organizations.
Confirm the roles by clicking through the icons.
If you are delivering the training in a classroom, this activity could
Stress that it is important to identify these roles in service relationships be performed in small groups or pairs. If group members are from
to ensure effective communication and stakeholder management. different organizations, they should choose one member’s organization
Briefly discuss the family members’ diverse expectations/definitions of to work from. In an online environment, you could put them in rooms
value. or allow time for individuals to complete the activity by themselves.

These might include: Example stakeholder Show the example map of Axle’s stakeholders to illustrate the diverse
map group of stakeholders, their expectations, and how they create value.
• storage, battery life, durability, camera quality, and reliability
(customer/users) Return to the main slide deck to complete the topic.
• affordability (sponsor)
• social/business contact (users)
• fast access to information on the internet (users)
Slide 47
• entertainment (users, especially children).
It is important to identify the different consumer roles in service
relationships to ensure effective communication and stakeholder
management. Understanding how each role defines value will be
beneficial to the service provider when interacting with them.

Activity Explain that learners will now complete a 30 minute activity to further
explore the relationship between value and the stakeholders.

Slide 45

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Session 2.3
Service offerings

Training objective

Describe the relationship between products, services, and service

offerings.

Key learning points

A product is a configuration of an organization’s resources

designed to offer value for a consumer.

A service is a means of enabling value co-creation by facilitating

desired outcomes for customers.

A service offering is a description of one or more services,

designed to address the needs of a target consumer group.

A service offering may include goods, access to resources, and

service actions.

Timing

30 Minutes

48 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 49
 Title Guidance Title Guidance

What about Axle’s Show this slide, in which Su talks about the products that Axle provides Hotel room Say that you are now going to ask learners to think about the service
products? and how these are tailored to suit the needs of individual consumers. offering in a familiar context, that of a hotel room.
Lead a discussion on what are (or might be) the visible and invisible Show this slide and ask learners to identify which goods, resources,
components of Axle’s products. and service offerings they can see in the hotel room.
This slide outlines some of Axle Car Hire’s products. Although the cars When you have heard and commented on their ideas, summarize by
Key concepts of service

Key concepts of service

the organization offers for hire are its most obvious products, there are Slide 59 revealing and discussing the labels.
management

management
Slide 52
Module 2

Module 2
many other products to consider as well.
• Goods Tea and coffee or toiletries.
What about Axle’s Show the slide and ask: • Resources Towels, furnishings, TV and so on.
services?
• What are Axle’s services? • Service actions Housekeeping (a ‘please clean my room’ sign hanging
– Car hire, travel experience on the door).

• How does Axle enable customers to avoid specific costs and risks? Lead a discussion on how the hotel service offering might be tailored to
meet the needs of different consumers.
– Easy, trouble-free travel, cheaper to hire a car occasionally than
Slide 54 buy one, avoidance of costs/worry of maintenance

Axle’s service Show Slides 56 to 58 and ask:

offerings
• Which goods are supplied to Axle’s consumers?
– Complimentary travel products including bottled water, tissues,
badge holders for parking permits and maps.
• Which resources does Axle allow consumers access to?
– A car to drive, access to website, and booking app
• Which service actions are performed by Axle to address consumers’
needs?
– User support: information, breakdown assistance, airport car
delivery
• How many goods can you identify that Axle supplies to its consumers?
• How many resources can you identify that Axle allows its consumers
to use?
• How many service actions can you identify that are performed by Axle
Slide 56-58 to address its consumers’ needs?

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Session 2.4
Creating value
with services

Training objectives

Describe the key concepts of creating value with services, including

outcome, output, cost, risk, utility and warranty.

Recall the definitions of utility and warranty.

Key learning points

Value co-creation: Requires collaboration between the provider

and the consumer.

Service consumer: A generic role that is used to simplify the

definition and description of the structure of service relationships.

Cost: The amount of money spent on a specific activity or

resource.

Risk: A possible event that could cause harm or loss, or make it

more difficult to achieve objectives.

Utility: The functionality offered by a product or service to meet a

particular need.

Warranty: Assurance that a product or service will meet the agreed

requirements.

Timing

45 minutes (core) / 75 minutes (extended)

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 Title Guidance Title Guidance

Do you recall? Ask learners if they can recall how value is created. What are products Ask the question: what are products and services?
and services?
Facilitate a discussion to determine the answer. Facilitate a discussion to determine the answer.
Click to reveal answers. Click to reveal answer.
Explain: Explain:
Key concepts of service

Key concepts of service

Slide 64 Historically, organizations’ views on value were different: The central component of service management is, of course, the
Slide 69
management

management
service. The services that an organization provides are based on one or
Module 2

Module 2
• There was a time when organizations saw their role as delivering
more of its products.
value to their customers in much the same way that a package is
delivered to a building by a delivery company.
What are service Ask the question: what are service relationships?
• This view treated the relationship between the service provider and relationships?
Facilitate a discussion to determine the answer.
the service consumer as one directional and distant.
Click to reveal answer.
What about Axle’s Nominate learners to read/perform the parts in the Axle Car Hire
services? Explain:
example.
Service relationships are a cooperation between a service provider
Read the on-screen text: Slide 71 and service consumer. Service relationships include service provision,
Henri: Axle Car Hire acts as a service provider. We provide cars for service consumption, and service relationship management.
hire. At the same time, other organizations, such as mechanics and the
companies that we buy our cars from, act as service providers for Axle. What is the meaning Ask the question: what is the meaning of service provision?
Slide 67 of service provision?
Use your preferred whiteboard set-up for facilitated discussion. Facilitate a discussion to determine the answer.
Ensure that you are only sharing the presenter view on either the Click to reveal answer.
classroom projector or the virtual classroom.
Explain:
You can then change the view so that only you can see the preview
Service provision activities are performed by an organization to provide
mode and then create a blank slide. Slide 72 services.
You can then write facilitated notes on the whiteboard by either typing
Service provision includes:
in responses from the learners (this will simply appear on-screen from
the learners’ point of view) or revert to the presenter view and click the • management of the provider’s resources, configured to deliver the
ink option at the bottom left-hand corner of the screen. This will allow service
you to write on the whiteboard with your mouse. • ensuring access to these resources for users
Facilitate a discussion to get comparisons from the learners’ • fulfilment of the agreed service actions
organizations. • service level management and continual improvement.
Service provision may also include the supplying of goods.

What are service Ask the question: what are service consumers? What is service Ask the question: what is service consumption?
consumers? consumption?
Facilitate a discussion to determine the answer. Facilitate a discussion to determine the answer.

Click to reveal answer. Click to reveal the answer.

Explain: Explain:

The service consumer is a generic role that is used to simplify the Service consumption involves activities performed by an organization to
Slide 68 Slide 73 consume services. Service consumption includes:
definition and description of the structure of service relationships. In
practice, there are more specific roles involved in service consumption, • the management of the consumer’s resources needed to use the
such as customers, users, and sponsors. These roles can be separate service
or combined.
• the service actions performed by the users, including utilizing the
provider’s resources and requesting service actions to be fulfilled.
Service consumption may also include receiving (acquiring) goods.

54 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 55
 Title Guidance Title Guidance

What about Axle’s Nominate learners to read/perform the parts of Axle Car Hire example. Axle’s Car Hire: new Nominate learners to read/perform the parts in the Axle Car Hire
service relationships? supplier case study example.
Show Axle Car Hire case study example:
Show the Axle Car Hire case study example.
Henri: Axle has service relationships with many service providers and
consumers, both internal and external. Read the on-screen text to provide the learners with context.
Some services provided to Axle create new resources for the business, Su: Axle’s recent customer satisfaction surveys consistently revealed
Key concepts of service

Key concepts of service

Slide 77 such as car manufacturers selling cars to us. Other services, such as low ratings for car cleanliness. This hampered our customers’ travel
management

management
Module 2

Module 2
the work done for us by our internal car cleaning team, and mechanics experience and was a contributing factor for low repeat bookings.
outside of Axle, change our existing resources by ensuring that our cars
Henri: Axle Car Hire made the decision to outsource the cleaning of all
are clean and functional.
vehicles to a service provider. Previously, cleaning of our vehicle fleet was
Axle can use these resources in other relationships to provide its own performed by an internal department. The cost and effortto maintain
services, in the form of car hire, to consumers, i.e. our customers. equipment, update rosters, and manage an inflexible workforce were
unsustainable.
These are just a few examples of the service relationships that Axle has.
The organization as a whole has many more. Su: By partnering with a specialist cleaning organization, Axle can focus
its resources on providing a better service for our users. It will also help
to optimize our costs, increasing value for the organization.
Slide 88
Axle’s outputs and Show the Axle Car Hire case study example.
outcomes Review and reflect Discuss any key points raised by the learners.
Explain putting this into more context.
Lead a quick-fire quiz using the five questions on the slide.
Read or ask learners to take parts:
Click to reveal each question in turn.
Henri: At Axle, our key output is a car that is clean, roadworthy, and well
maintained.
Click to move on to hear Su’s perspective: Slide 90

Su: For our service consumers, outcomes include travel that is

Activity Explain that learners will now complete a 30 minute activity to further
convenient and affordable, and meets a range of needs.
explore the relationship between value and the stakeholders.
This includes self-drive holidays, client site visits, and travel to see family
Slide 81
and friends.

What can be Use your preferred whiteboard set-up for facilitated discussion.
described as utility Slide 91
and warranty? Ask the question: based on the definitions just seen, suggest some
example characteristics that can be described either a utility or
warranty.
Facilitate a discussion to determine answers from the group.
Conclude that:
Slide 87
Both utility and warranty are essential service characteristics that are
required to facilitate a valuable outcome.

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Quiz

Training objective

Review the key learning points for this session

Timing

15 minutes (core) / 1 hour 45 minutes (extended)

58 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 59
 Questions Answers Questions Answers

Question 1 Let the learners read and answer the question. Question 3 Let the learners read and answer the question.
A. Incorrect. Warranty is ‘assurance that a product or service will meet A. Incorrect. Cost is ‘The amount of money spent on a specific activity or
agreed requirements’. Warranty of a service is necessary, but not resource’. Ref 2.5.2
sufficient to enable value co-creation. Ref 2.5.4
B. Correct. Utility is ‘The functionality offered by a product or
B. Correct. A service is ‘a means of enabling value co-creation by service’. Ref 2.5.4
Key concepts of service

Key concepts of service

facilitating outcomes that customers want to achieve, without
Slide 94 Slide 98 C. Incorrect. Warranty is ‘Assurance that a product or service will meet
management

management
Module 2

Module 2
the customer having to manage specific costs and risks’. Ref
agreed requirements’. Ref 2.5.4
2.3.1
D. Incorrect. A risk is ’A possible event that could cause harm or loss, or
C. Incorrect. Utility is ‘the functionality offered by a product or service’.
make it more difficult to achieve objectives’. Ref 2.5.3
Utility of a service is necessary, but not sufficient to enable value co-
creation. Ref 2.5.4 Question 4 Let the learners read and answer the question.
D. Incorrect. An output is ‘a tangible or intangible deliverable of an A. Incorrect. Service provision is not a joint activity; it is performed by a
activity’. The output of a service is necessary, but not sufficient to enable service provider. Ref 2.4.1
value co-creation. Ref 2.5.1
B. Incorrect. Service consumption is not a joint activity; it is performed
by a service consumer. Ref 2.4.1

Question 2 Let the learners read and answer the question. Slide 100 C. Incorrect. Service offering is not an activity; it is ‘A description of one
or more services, designed to address the needs of a target consumer
A. Incorrect. The combination of things described in this option may
group. A service offering may include goods, access to resources, and
help to create value, but it is not an example of value. Value is “the
service actions. Ref 2.3.2
perceived benefits, usefulness, and importance of something”. Ref 2.1
D. Correct. Service relationship management is ‘Joint activities
B. Incorrect. The combination of things described in this option may
performed by a service provider and a service consumer
help to create an outcome, but it is not an example of an outcome.
Slide 96 to ensure continual value co-creation based on agreed and
Outcome is “a result for a stakeholder enabled by one or more
available service offerings’. Ref 2.4.1
outputs”. Ref 2.5.1
C. Incorrect. Warranty is ‘assurance that a product or service will Question 5 Let the learners read and answer the question.
meet agreed requirements’. New functionality may or may not affect A. Correct. A service is ‘A means of enabling value co-creation by
warranty. Ref 2.5.4 facilitating outcomes that customers want to achieve, without
D. Correct. Service providers define combinations of goods, and the customer having to manage specific costs and risks’. Ref
access to resources and service actions, to address the needs 2.3.1
of different consumer groups. These combinations are called B. Incorrect. An output is ‘A tangible or intangible deliverable of an
Slide 102
service offerings. activity’. Ref 2.5.1
Ref 2.3.2
C. Incorrect. Practices are ‘Sets of organizational resources designed for
performing work or accomplishing an objective’. Ref 4.1
D. Incorrect. ‘Continual improvement’ is a practice ‘to align the
organization’s practices and services with changing business needs’. Ref
5.1.2

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Module 3 In this module we

The key concepts will cover...
The objective of an organization is to

of ITIL 4 create value for its stakeholders.This

is achieved through the provision and
consumption of services. The ways
in which the various components
and activities of an organization work
together to create this value are
described by the ITIL SVS. However,
before this is explored further, the four
dimensions of service management
must be introduced. These dimensions
are relevant to, and impact upon,
all elements of the SVS. To achieve
their desired outcomes and work as
effectively as possible, organizations
should consider all aspects of their
behaviour.

3.1 Four dimensions of

service management

3.2 ITIL service value system

3.3 Service value chain

Prepare for
the module
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Session 3.1
Four dimensions
of service
management

Training objective

Describe the four dimensions of service management

Key learning points

Key learning points are understanding the holistic processes

of the four dimensions, which include:
• organizations and people
• information and technology
• partners and suppliers
• value streams and processes.

Timing

30 minutes (core) / 45 minutes (extended)

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 Title Guidance Title Guidance

Things to consider Ask in relation to service management, what have you or your How does Axle do it? Explain that together the four dimensions represent a holistic approach
organizations considered in relation to the following: to service management. Organizations should ensure that there is a
• What information is managed by the services? balance of focus between each dimension.

• What supporting information and knowledge are needed to deliver The impact of external factors on the four dimensions should also be
and manage the services? considered. All four dimensions and the external factors that affect
Slide 115 • How will the information and knowledge assets be protected, Slide 125 them should be addressed as they evolve, considering emerging trends
managed, archived, and disposed of? and opportunities.

Explain that learners have a few minutes to note their thoughts and Nominate a learner to read/act the role of the employee from Axle Car
considerations about these bullet points. We will then discuss their Hire.
findings. Marco: To make Axle’s services as effective as possible, we use the best
Ask learners who have an example to present their thoughts to the combination of our people, our teams, our value streams, and our ways
group. of working. We now engage a blended approach to service management,
incorporating DevOps, design thinking, and Agile into product
Consider the questions on the slide in relation to the information used
development. We also use new technologies such as robotics, AI, and
by your own organization.
machine learning, striving to be efficient and lean, and to automate
Key concepts of ITIL 4

Key concepts of ITIL 4

What about Axle? Nominate a learner to read/act the parts in the Axle Car Hire example. wherever possible.
Module 3

Module 3
Henri: The information and technology dimension of Axle Car Hire Facilitate a discussion on how this could be or is applied in the learner’s
represents the information created and managed by teams. It also workplace.
includes the technologies that support and enable our services. You can use slides 134 to 136 for an activity on a PESTLE analysis.
Applications and databases, such as our booking app and financial
Slide 116 system, are part of the information and technology dimension as well.
Ask learners if they have examples in their own organization’s IT External factors Move on to explain the task as detailed on the slide asking learners to
dimension? conduct a high-level PESTLE analysis on one of their own organization’s
service providers or potential providers.
Facilitate answers from the group.
Give learners about five minutes to complete this.
What is a value Ask learners what they think a value stream is.
Note to learners that they can make notes in their Learner Workbook.
stream?
Facilitate the responses based on their own experiences. Slide 128

Click to reveal and explain:

What were your Use the PESTLE headings and example categories on the slide to
The definition of a value stream is a series of steps that an organization findings? facilitate a discussion with the group, based on their responses.
undertakes to create and deliver products and services to consumers.
State that the categories shown are examples only and not intended to
Identifying and understanding the various value streams that an
Slide 121 be an exhaustive list.
organization has, is critical to improving its overall performance.
Structuring the organization’s activities in the form of value streams Discuss how these considerations connect back with the four
allows it to have a clear picture of what it delivers and how to make dimensions.
continual improvements to its services. Slide 129
Return to the core slide deck to summarize the key learning points for
the topic.

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Session 3.2
ITIL service
value system

Training objective

Describe the ITIL service value system (SVS).

Key learning points

The key inputs to the SVS are opportunity and demand.

The outcome of the SVS is value. It is the perceived benefits,

usefulness, and importance of something.

The ITIL SVS describes how all the components and activities of the
organization unite as a system to enable value creation.

Timing

30 minutes

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Applying the SVS Ask each question and discuss the responses:
approach • Can you identify an opportunity or demand in your business, to which
you could apply the SVS approach?
• How would you gain buy-in from siloed departments?
• Which continual improvement efforts will be enhanced by this use of
the SVS?
Slide 139 Consider the questions on the slide and how these would apply to your
organization.
Key concepts of ITIL 4
Module 3

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Session 3.3
Service value
chain

Training objectives

Describe the interconnected nature of the service value chain and

how this supports value streams​

Describe the purpose of each value chain activity

Key learning points

The ITIL service value chain includes six value chain activities:
• plan
• improve
• engage
• design and transition
• obtain/build
• deliver and support.

Timing

60 minutes (core) / 90 minutes (extended)

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 Title Guidance Title Guidance

Axle’s value chains Explain how Axle Car Hire uses value chains and value streams. Presentations & Facilitate presentations from the group.
and value streams consolidation
Nominate a learner to read/act the role of the employee from Axle Car Keep track of timings and control group discussion.
Hire.
When all presentations are complete, show the next slide.
Henri: At Axle Car Hire, the value chain is the way that our company
operates. It has multiple value streams. Each value stream adopts and
adapts the activities of the value chain for performing particular tasks.
Slide 157
For example, there is one value stream for innovation and another for
providing standard services to existing customers. Task If you are running an extended delivery of the course, select the activity
link on-screen to launch the title slide.
The value stream for providing standard services to existing customers
represents the activities that are performed when a customer hires a Move on to explain the task as detailed on the slide asking learners to
car. This starts with engagement, when a customer contacts Axle. Then draw a high-level value stream showing how value is arrived at from the
it proceeds to delivery, when the customer receives a car (although initial opportunity or demand.
engagement can still happen at this stage). Slide 160 Use one of the following scenarios from the appendices of the ITIL
Some value chain activities might be ongoing throughout a particular Official Book if learners are struggling to think of a sample situation to
Key concepts of ITIL 4

Key concepts of ITIL 4

Slide 149 value stream or might not be involved at all. In this stream, planning use:
Module 3

Module 3
activity is continuous, but design and procurement activities will typically • A2 An error in third-party software creates issues for a user. The
not be involved. The stream ends with more engagement activities, when vendor has a patch available and this needs to be installed to rectify
cars are returned by customers, feedback is given, and orders are closed. the situation.

Click to look at another example, this time from Marco. • A3 The internal IT department of a shoe manufacturer identifies a
need for a new IT service.
Again, nominate a learner to read/act the role of the Axle Car Hire
• A4 A financial organization must get ready to meet new regulatory
employee. requirements and requires new software development.
Marco: Value chain activities do not have to happen in a particular Allow the learners to present their responses.
order. Axle’s innovation value stream is triggered by opportunity, and
then goes to planning, designing, building or obtaining, transitioning, If one of the scenarios from the ITIL Official Book has been used,
and finally to delivering. This stream often includes procurement facilitate a discussion using the information from the relevant scenario
activities. table.

For example, we procure software and hardware for our biometric Return to the core slide deck to summarize the key learning points for
solutions. the topic.

Finally, click again to return to get Henri’s thoughts regarding value Present task Let learners show what they have done.
chains and streams.
Henri: We manage value streams for different objectives, combining the
value chain activities and supporting them with practices.
Every value stream should be effective and efficient, and subject to
continual improvement. Slide 161

Value chain Activity Split learners into equally sized groups depending on the group size.
Assign one or a number of the six value chain activities to each group.
Direct them to the detail of this in their Learner Workbooks.
During the preparation, be very actively involved in helping the groups
stay on track, particularly when exploring how the activity relates to
Slide 156
their roles.
Show the next slide.

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Quiz

Training objective

Review the key learning points for this session

Timing

15 minutes

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 Questions Answers Questions Answers

Introduction Introduce the final part of the session on the key concepts of service Question 2 Let the learners read and answer the question.
management.
A. Incorrect. The ‘focus on value’ principle guides an organization to
Explain that to conclude the session, you will now run a short five- consider the needs of the service consumer. It cannot ensure that the
question quiz using some sample paper questions and associated organization continually co-creates value with all stakeholders. Ref 4.3.1
answer rationales to allow learners to review and reflect on what they
B. Incorrect. The four dimensions ‘represent perspectives which are
have learned in the session.
relevant to the whole SVS, including the entirety of the service value
Slide 162 Slide 166
chain and all ITIL practices’. They do not ensure that the organization
Question 1 Let the learners read and answer the question. continually co-creates value with all stakeholders. Ref 3

A. Correct. ‘It is important to ensure that the way an C. Correct. ‘The purpose of the SVS is to ensure that the
organization is structured and managed, as well as its roles, organization continually co-creates value with all stakeholders
responsibilities, and systems of authority and communication, through the use and management of products and services.’ Ref
is well defined and supports its overall strategy and operating 4.1
model.’ Ref 3.1 D. Incorrect. The purpose of the ‘service request management’ practice
Slide 164
B. Incorrect. The ‘information and technology’ dimension ‘includes is to ‘support the agreed quality of a service by handling all pre-defined,
Key concepts of ITIL 4

Key concepts of ITIL 4

the information and knowledge necessary for the management of user-initiated service requests in an effective and user-friendly manner’.
It doesn’t ensure that the organization continually co-creates value with
Module 3

Module 3
services, as well as the technologies required. It also incorporates the
relationships between different components of the SVS, such as the all stakeholders. Ref 5.2.16
inputs and outputs of activities and practices’. Ref 3.2
Question 3 Let the learners read and answer the question.
C. Incorrect. ‘The partners and suppliers dimension encompasses an
A. Incorrect. ‘The partners and suppliers dimension encompasses an
organization’s relationships with other organizations that are involved
organization’s relationships with other organizations that are involved
in the design, development, deployment, delivery, support, and/
in the design, development, deployment, delivery, support, and/
or continual improvement of services. It also incorporates contracts
or continual improvement of services. It also incorporates contracts
and other agreements between the organization and its partners or
and other agreements between the organization and its partners or
suppliers.’ Ref 3.3 Slide 168 suppliers.’ These considerations depend on the supplier strategy, rather
D. Incorrect. The ‘value streams and processes’ dimension ‘is concerned than influence it. Ref 3.3
with how the various parts of the organization work in an integrated
B. Incorrect. The type of cooperation with suppliers depends on the
and coordinated way to enable value creation through products and
supplier strategy, rather than influencing it. The forms of cooperation
services’. Ref 3.4
‘are not fixed but exist as a spectrum. An organization acting as a
service provider will have a position on this spectrum, which will vary
depending on its strategy and objectives for customer relationships’.
Ref 3.3
C. Correct. ‘Corporate culture: some organizations have a
historical preference for one approach over another. Long-
standing cultural bias is difficult to change without compelling
reasons.’ Ref 3.3
D. Incorrect. The level of formality depends on the form of cooperation,
which in turn depends on the supplier strategy. The forms of
cooperation ‘are not fixed but exist as a spectrum. An organization
acting as a service provider will have a position on this spectrum,
which will vary depending on its strategy and objectives for customer
relationships’. Ref 3.3

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 Questions Answers

Question 4 Let the learners read and answer the question.

A. Incorrect. ‘The purpose of the improve value chain activity is to
ensure continual improvement of products, services, and practices
across all value chain activities and the four dimensions of service
management.’ Ref 4.5.2
B. Incorrect. ‘The purpose of the engage value chain activity is to
Slide 170
provide a good understanding of stakeholder needs, transparency, and
continual engagement and good relationships with all stakeholders.’ Ref
4.5.3
C. Incorrect. ‘The purpose of the obtain/build value chain activity is to
ensure that service components are available when and where they are
needed, and meet agreed specifications.’ Ref 4.5.5
D. Correct. ‘The purpose of the plan value chain activity is to
ensure a shared understanding of the vision, current status, and
Key concepts of ITIL 4

improvement direction for all four dimensions and all products

and services across the organization.’ Ref 4.5.1
Module 3

Question 5 Let the learners read and answer the question.

A. Incorrect. Demand is the input to the service value chain. Value chain
activities ‘represent the steps an organization takes in the creation
of value. Each activity contributes to the value chain by transforming
specific inputs into outputs’. Ref 4.5
B. Correct. ‘To convert inputs into outputs, the value chain
Slide 172
activities use different combinations of ITIL practices.’ Ref 4.5
C. Incorrect. It uses various resources from different practices when
needed. ‘To convert inputs into outputs, the value chain activities
use different combinations of ITIL practices (sets of resources for
performing certain types of work), drawing on internal or third-party
resources, processes, skills, and competencies as required.’ Ref 4.5
D. Incorrect. The ‘optimize and automate’ guiding principle
recommends that activities should be automated where this is practical,
but the service value chain does not require automation. ‘Technology
should not always be relied upon without the capability of human
intervention, as automation for automation’s sake can increase costs
and reduce organizational robustness and resilience.’ Ref 4.3.7

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Module 4 In this module we

The guiding principles will cover...
The purpose of this session is to
help learners understand the guiding
principles which can be used to guide
organizations that adopt a service
management approach.
These principles will enable learners
to adapt ITIL guidance to their own
specific needs and circumstances.

4.1 Introduction to the guiding

principles

4.2 Using the guiding principles

Prepare for
the module
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Session 4.1
Introduction
to the guiding
principles
Training objectives

Understand what a guiding principle is.

Explain the use of each of the guiding principles.

Key learning points

A guiding principle is a recommendation that guides an

organization in all circumstances.

Activities conducted by the organization should link back, directly

or indirectly, to value.

Huge initiatives must be accomplished iteratively.

Ensure the right people are involved in initiatives.

No service, practice, process, department, or supplier stands

alone. Work holistically.

Keep it simple and always use the minimum number of steps to

accomplish an objective.

Maximize the value of the work completed by human and

technical resources.

Timing

65 minutes (core) / 95 minutes (extended)

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 Title Guidance Title Guidance

How value is Present the question to learners: Axle’s app: progress Click to reveal Marco’s thoughts.
perceived iteratively
Ask yourself, who is the consumer and what do they find valuable? Nominate a learner to read/act the role of the Axle Car Hire employees.
Tell learners to share their thoughts if in the classroom or send a direct Marco: It’s now been three months since Axle released the first iteration
message to the trainer via chat. of its new app. We began by making it available solely to trusted VIP
customers. We worked with their feedback to refine the booking process.
Explain that when focusing on value, the first step is to know who is
being served. In each situation, the service provider must determine Click to reveal Radhika’s thoughts.
Slide 179 who the service consumer is and who the key stakeholders are (for
Radhika: We learned that the app needed to be flexible, so we could
example, customers, users, or sponsors.) In doing this, the service
make changes easily based on rapidly evolving customer requirements.
provider should consider who will receive value from what is being
delivered or improved. Value can mean a lot of different things For example, our business customers wanted the app to automatically
depending on who is valuing it. record distance travelled. Working with our product team, we were easily
able to add this functionality.
Click to reveal the factors that some consumers or stakeholders may
find valuable. Click to reveal Su’s thoughts.

A good axiom here is ‘beauty is in the eye of the beholder’. Su: The app is now easily configurable, allowing Axle to quickly add new
functions and features based on customer feedback.
In this case, ‘value is in the eyes of the customer’. We do not impose our Slide 193
definition of value, but rather we seek to understand what represents To link Axle’s employee thoughts back to the guiding principles, explain
value to our consumer, and deliver that. We need to understand the that as we can see, Axle has taken an iterative approach. Rather than
stakeholder we are aiming for, and what is important to them. Cheaper, expecting the app to be perfect immediately, Axle has got it out to a
sooner, better, simpler, or other factors may be at the top of their trusted group who will give feedback and feel invested in the product.
hierarchy of value. It is not our own concept of value that we deliver Now Axle is taking that feedback and improving the app before it
to, but rather theirs. If we deliver something to increase our efficiency, releases it to a wider audience.
we do it because it allows us to provide a better user experience or a
reduced cost base. Guiding principles This activity will take roughly 30 minutes to complete.
The guiding principles

The guiding principles

Axle’s new Use the case study example to put this into some context. Axle Car If you are running an extended delivery of the course, select the activity
Module 4

Module 4
technology Hire is considering introducing several pieces of new technology into link on-screen to launch the title slide.
their cars. Explore how the Axle team decides which new technology to
introduce and importantly, how they use the ITIL guiding principles to
help decide on the best course of action. Slide 212

Nominate a learner to read/act the role of the Axle Car Hire employee.
Slide 183 Su: One aspect of our service we are considering is the collection and
return of vehicles. This process remains very labour intensive. Some
of our regional depots continue to use paper-based forms to register
customers. Customers don’t want to waste time completing forms for
identification when this information has already been provided during
the online booking process. To improve the customer identification
process, Axle could use biometric technology to identify our customers.
To link Axle’s employee thoughts back to the guiding principles, explain
that this focuses on value for the customer; Axle is currently taking
customer time for its paper process, However, this biometric process
could greatly reduce the admin burden on the customer, enabling
quicker and more effective interactions with Axle Car Hire.

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 Title Guidance Title Guidance

ITIL case study 1 Refer learners to the first case study in the Learner Workbook. ITIL case study 2 Refer learners to the second case study in the Learner Workbook.

Read case study 1. Read case study 2.

The sales director and managers of the shoe company identify the Several IT services need to be updated to meet the new regulatory
need for a new website that allows customers to design and order requirements. The new requirements are discussed; it is agreed that a
personalized shoes. The sales director and business relationship project will be created to manage the implementation of the update.
Slide 213 Slide 214
manager (BRM) discuss the new website and agree to investigate the Planning of the work begins. People are assigned to do the work. A
value, outcomes, costs, and risks of producing it to see if it is feasible. communication plan is created, and all staff who need to be involved
The creation of the new website is discussed, and the costs and risks of are notified.
various approaches are identified. This opportunity is prioritized above Each software team manages a backlog and develops code for the
other ongoing work, to decide if the resources are available to perform areas assigned to them. Each team also develops tests for inclusion in
it. The potential costs and risks of various approaches are discussed, the automated pipeline. All code is automatically integrated and tested
and input is provided to portfolio management. twice a day, ensuring that the code written by different teams works
The sales director and BRM discuss the expected value, outcomes, together.
costs, and risks for the new website and agree if they want to continue. The deployment of new software is triggered as soon as it is ready.
The project manager and development manager start to plan the Individual change requests are not required, as the risk assessment
work needed to create the new website. People are assigned to do the had been performed earlier. The automation ensures that the code is
necessary work. deployed exactly as planned. Configuration data is used to drive the
The software development team build a backlog, identify the minimum deployment so that a separate activity is not required to update it.
viable product, and develop sufficient functionality, so that the business • Which guiding principles are (or could be) applied here?
can review it.
• How will these principles enable value for customers and other
• Which guiding principles are (or could be) applied here? stakeholders?
• How will these principles enable value for customers and other Ask learners to record their thoughts and findings in the case study
stakeholders?
The guiding principles

The guiding principles

findings table of the Learner Workbook.
Ask learners to record their thoughts and findings in the case study
Module 4

Module 4
Facilitate a group discussion to elicit some sample answers and
findings table of the Learner Workbook. responses.
Facilitate a group discussion to elicit some sample answers and Generate further discussion to explore the topic further.
responses.
Any Questions? Ask the group if there are any further questions.
Generate discussion to explore the topic further.
Resume the main presentation.
Ask learners to consider the following:
• Which guiding principles are (or could be) applied here?
• How will these principles enable value for customers and
other stakeholders? Slide 215
Ask learners to record their thoughts and findings in the case
study findings table of the Learner Workbook.
Facilitate a group discussion to elicit some sample answers
and responses.
Generate discussion to explore the topic further.

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Session 4.2
Using the
guiding principles

Training objective

Describe the nature, use, and interaction of the guiding principles.

Key learning points

There are seven guiding principles:

• focus on value
• start where you are
• progress iteratively with feedback
• collaborate and promote visibility
• think and work holistically
• keep it simple and practical
• optimize and automate.

Timing

40 minutes

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 Title Guidance Title Guidance

Guiding principles Allocate learners 10 minutes to prepare their examples. Applying the guiding Now, ‘start where you are’.
your examples principles
Consider your own organization, and any obstacles you might face in We have eight existing dresses. Next, work holistically. We think big
applying the guiding principles. What could you do to overcome these picture.
obstacles?
We have bought several dresses in the past: can you wear one of
those? Absolutely not. What about ‘keep it simple and practical’, the
LBD is a much simpler, more practical, more usable dress. What about
Slide 220 ‘progress iteratively’, could we pay for it over several months, rather
Slide 221 (Continued)
than putting the money down all in one?
Applying the guiding Guiding principles are universal and enduring. They are applicable to
principles any circumstance, situation or decision to be made, not just within Returning to ‘think holistically’, since she does not intend to wear
service management contexts. Consider how you could apply the any of the existing dresses again, could she sell one or more of
principles to a real-life situation, such as buying clothes for a formal them? If she could sell them all for $50 each, that’s $400, and your
occasion. commitment is $350, the same as the price of the little black dress. This
is the solution.
You could use the following situation to demonstrate to learners that
Slide 221 the guiding principles can be applied to something as far from IT as the
choosing of a prom dress.
Guiding principles: If time permits, allow 30 minutes for learners to complete this optional
Your 18-year-old daughter approaches you, and asks you to look task task.
at prom dresses. She wants to get your feedback, because you
have good fashion sense; you know very well that actually, she is
seeking out information on what she can get you to pay for. She shows
you a little black dress, priced at $350, which would be great for the
prom, and useful potentially for many other events. Next, she shows
you what she characterizes as ‘the wow dress’. It’s glitzy, glamorous, Slide 222
sequinned; you even recognize the name of the designer. It’s a nice
dress, but what definitely gets a ‘wow’ is the price; $750. It is more than
The guiding principles

The guiding principles

twice as much. You know that this is a big deal for her, and you want
Module 4

Module 4
to be the hero. You do not want to make a decision that will haunt you
forever. You are tempted to just buy her the dress, but that will torpedo
your family budget, so you decide to refer to the guiding principles. The
first one that you consider is collaboration and visibility; this should
not just be on you, so you involve your wife or husband. Next, focus on
value. The ‘wow’ dress is twice as much, and actually will be less useful
in future than the little black dress that can work for many events.

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Review and
reflect

Training objective

Review the key learning points for this session

Timing

15 minutes (core) / 45 minutes (extended)

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 Questions Answers Questions Answers

Introduction Introduce the review and reflect segment and explain that a short five- Question 4 Show Question 4 and ask learners to complete the missing word.
question quiz will follow to help learners review the key learning points
The ____ to optimization.
to take from this session.
Invite responses from the group and then reveal the answer
and facilitate a discussion to further embed the learning, if required.
The road to optimization.
Slide 225
Slide 229
Question 1 Show Question 1.
Question 5 Show Question 5 and ask learners to complete the
What is a guiding principle? missing words.
Invite responses from the group and then reveal the answer Increasing _______ through __________.
and facilitate a discussion to further embed the learning, if required.
Invite responses from the group and then reveal the answer
A guiding principle is a recommendation that guides an and facilitate a discussion to further embed the learning, if required.
Slide 226
organization in all circumstances, regardless of changes in its
Slide 230 Increasing urgency through visibility.
goals, strategies, type of work, or management structure. A
guiding principle is universal and enduring.

Question 2 Show Question 2.

List the seven guiding principles. Invite responses from the group and
then reveal the answer and facilitate a discussion to further embed the
learning, if required.
1. focus on value
Slide 227
2. start where you are
3. progress iteratively with feedback
The guiding principles

The guiding principles

4. collaborate and promote visibility
Module 4

Module 4
5. think and work holistically
6. keep it simple and practical
7. optimize and automate.

Question 3 Show Question 3.

What should you not do with individual guiding principles?
Invite responses from the group and then reveal the answer and
facilitate a discussion to further embed the learning, if required.
Use them in isolation.
Slide 228

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Quiz

Training objective

Review the key learning points for this session

Timing

15 minutes (core) / 45 minutes (extended)

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 Questions Answers Questions Answers

Question 1 Let the learners read and answer the question. Question 3 Let the learners read and answer the question.
A. Incorrect. The ‘organizations and people’ dimension describes “roles A. Incorrect. The ‘focus on value’ guiding principle states that “All
and responsibilities, formal organizational structures, culture, and activities conducted by the organization should link back, directly or
required staffing and competencies”. Ref 3.1 indirectly, to value for itself, its customers, and other stakeholders”. Ref
4.3.1
B. Incorrect. The ‘information and technology’ dimension includes
“the information and knowledge necessary for the management of B. Correct. The ‘start where you are’ guiding principle
Slide 234 Slide 238
services, as well as the technologies required” and “the information recommends that “Services and methods already in place
created, managed, and used in the course of service provision and should be measured and/or observed directly to properly
consumption, and the technologies that support and enable that understand their current state and what can be reused from
service”. Ref 3.2 them... Getting data from the source helps to avoid assumptions
which, if proven to be unfounded, can be disastrous to
C. Incorrect. “The partners and suppliers dimension encompasses an
timelines, budgets, and the quality of results”. Ref 4.3.2
organization’s relationships with other organizations that are involved
in the design, development, deployment, delivery, support, and/ C. Incorrect. The ‘keep it simple and practical’ guiding principle states
or continual improvement of services. It also incorporates contracts that an organization should “Always use the minimum number of steps
and other agreements between the organization and its partners or needed to accomplish an objective”. Ref 4.3.6
suppliers.” Ref 3.3
D. Incorrect. The ‘progress iteratively with feedback’ principle states
D. Correct. The ‘value streams and processes’ dimension that “By organizing work into smaller, manageable sections that can be
“focuses on what activities the organization undertakes and executed and completed in a timely manner, the focus on each effort
how they are organized, as well as how the organization ensures will be sharper and easier to maintain”. Ref 4.3.3
that it is enabling value creation for all stakeholders efficiently
and effectively”. Ref 3.4
Question 4 Let the learners read and answer the question.
Question 2 Let the learners read and answer the question.
A. Incorrect. The purpose of the ‘improve’ value chain activity is “to
A. Correct. The ‘think and work holistically’ guiding principle
ensure continual improvement of products, services, and practices
The guiding principles

The guiding principles

advises that all aspects of an organization are considered when
across all value chain activities and the four dimensions of service
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providing value in the form of services. This includes all four
management”. Ref 4.5.2
dimensions of service management (organizations and people;
information and technology; partners and suppliers; value B. Correct. The purpose of the ‘plan’ value chain activity is “to
Slide 240
Slide 236 streams and processes). “Services are delivered to internal ensure a shared understanding of the vision, current status, and
and external service consumers through the coordination and improvement direction for all four dimensions and all products
integration of the four dimensions of service management.” Ref and services across the organization”. Ref 4.5.1
4.3.5 C. Incorrect. The purpose of the ‘deliver and support’ value chain activity
B. Incorrect. The ‘progress iteratively with feedback’ guiding principle is is “to ensure that services are delivered and supported according to
concerned with breaking initiatives into manageable sections that can agreed specifications and stakeholders’ expectations”. Ref 4.5.6
be executed more easily. It is not primarily concerned with addressing D. Incorrect. The purpose of the ‘obtain/build’ value chain activity is “to
the four dimensions of service management. Ref 4.3.3 ensure that service components are available when and where they are
C. Incorrect. The ‘focus on value’ guiding principle ensures that needed and meet agreed specifications”. Ref 4.5.5
everything that the organization does links back to providing value to
service consumers. It is not primarily concerned with addressing the
four dimensions of service management. Ref 4.3.1
D. Incorrect. The ‘keep it simple and practical’ guiding principle focuses
on keeping things simple by reducing complexity and eliminating
unnecessary activities and steps. It is not primarily concerned with
addressing the four dimensions of service management. Ref 4.3.6

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 Questions Answers

Question 5 Let the learners read and answer the question.

A. Incorrect. The seven guiding principles are ‘focus on value’, ‘start
where you are’, ‘progress iteratively with feedback’, ‘collaborate and
promote visibility’, ‘think and work holistically’, ‘keep it simple and
practical’, and ‘optimize and automate’. Ref 4.3
B. Incorrect. The four dimensions of service management are
Slide 242
‘organizations and people’, ‘information and technology’, ‘partners and
suppliers’, and ‘value streams and processes’. Ref 3.1-3.4
C. Incorrect. The activities of the service value chain are ‘plan’, ‘improve’,
‘engage’, ‘design and transition’, ‘obtain/build’, and ‘deliver and support’.
Ref 4.5
D. Correct. The components of the service value system
are ‘guiding principles’, ‘governance’, ‘service value chain’,
‘practices’, and ‘continual improvement’. Ref 4.1
The guiding principles
Module 4

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Module 5 In this module we

ITIL 4 management will cover...
ITIL 4 includes 14 general management

practices
practices, 17 service management
practices, and three technical
management practices, all of which
are subject to the four dimensions of
service management.
Fifteen of the 34 practices are in scope
for this training and exam. Eight of
these only need to be recalled at the
purpose level.
The remaining seven of the 15 in scope
practices are the key management
practices, which will need to be
understood in-depth.

5.1 Purpose of the ITIL practices

5.2 Overview of eight ITIL

practices

5.3 Key management

practices – Part 1

5.4 Key management

practices – Part 2 Prepare for
the module
5.5 Key management
practices – Part 3
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Session 5.1
Purpose of the
ITIL practices

Training objective

Recall the purpose of the ITIL practices.

Key learning points

A management practice is defined as a set of organizational

resources designed for performing work or accomplishing an
objective.
There are 34 practices in total, which span the above
resource headings. Only 15 of these need to be understood in two
levels of detail at Foundation level.
The ITIL management practices consist of:
• general management practices
• service management practices
• technical management practices.

Timing

60 minutes

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 Title Guidance
The 34 ITIL This slide shows all 34 ITIL practices. 19 of these practices are out of
management scope of the Foundation examination and therefore of this training.
practices
15 ITIL practices are required for the ITIL 4 Foundation exam. Eight of
these are examinable but require only an awareness at the level of the
purpose statement, and the remaining seven are the key management
practices, examinable in full depth. Information on the 19 practices that
are out of scope can be found on MyAxelos, which can be accessed
Slide 248 after accreditation.
ITIL 4 Management practices
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Session 5.2
Overview of eight
ITIL practices

Training objectives

Recall the purpose of eight of the ITIL practices.

Recall definitions of some of the key terms related to the ITIL

practices.

Key learning points

IT asset: Any financially valuable component that can contribute to

the delivery of an IT product or service.

Event: Any change of state that has significance for the

management of a service or other configuration item (CI). Events
are typically recognized through notifications created by an IT
service, CI, or monitoring tool.

Configuration item: Any component that needs to be managed in

order to deliver an IT service.

Timing

60 minutes

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 Title Guidance Title Guidance

Axle’s info security Show the next slide giving examples of how information Axle’s deployment Show the next slide giving examples from employees of how
management? security management is used at Axle Car Hire. management deployment management is used at Axle Car Hire.
Nominate learners to read/act the role of the Axle employees, starting Note: The following narratives have been adapted and extended
with Su. from the original text in the ITIL Official Book to enhance the
learning experience.
Su: Our travel app stores a lot of sensitive data, including customer
and credit card details. Our role is to ensure that this data is secure. Nominate learners to read/act the employee roles, starting with Marco.
Click to move on to Marco. Marco: We deploy some bundled changes using a ‘big bang’ approach to
our booking app in a test environment. After thorough testing of
Marco: Some of the data is also stored and processed by our
the new functionality successful results, we then deploy this version to
partners, who helped us to develop the app and continue to support the
our production environment for release to all our users and customers
app on our behalf.
on ‘go live’ day via the app store for their device.
Click to show Radhika’s example.
Working in a waterfall manner like this limits us to only one or
Radhika: We use the data to analyse customer demand and the two deployments on average per quarter. Frequently, a delay in one
use of our fleet, track the conditions of our cars, and analyse our feature causes a delay to the entire planned new version.
customers’ preferences to create tailored offerings.
We have realized, however, that it would be more efficient for us
Click to hear from Su again. to deploy changes to our booking app on a continual basis. New
Su: Our consumers need to know that their data is safe and will features or modifications can be deployed individually rather than as
not be misused. We regularly undergo external audits to provide part of a bundle. This also allows us to be more responsive to the needs
assurance for our stakeholders and to confirm compliance with national of our customers, as well!
and international regulations. Click to reveal Radhika’s comment.
Slide 287
Finally click to hear from Henri. Radhika: We recently realized that the same logic can be applied
Henri: As CIO, I ensure that everyone who works in and with Axle is to some of our non-digital services and components. For example,
aware of the importance of information security and follows Axle policies last month we introduced two brand-new hybrid models for hire in
and procedures concerning information security management. You can some bigger cities. We created a promotional service offering for the
see that the Axle team are taking information security very seriously; new cars, updated our marketing materials, trained our technicians
Slide 273 they have strategies in place to protect their customers’ data both inside to work with the new models, and deployed everything in advance,
and outside the organizational boundary. They conduct regular external including the vehicles. This happened before the official launch of the
audits and train their staff carefully to ensure adherence to IT security hybrid cars by the manufacturer. And of course, it happened with their
policy. permission.This phased deployment approach will become the basis for
future rollouts in additional cities.
Click to hear from Su.
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ITIL 4 Management practices

Su: By the time the launch date arrived, we were ready to go. We
made the cars available to hire that very day. Setting expectations
during deployment and delivering on those expectations at the time
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of release avoids customer dissatisfaction. And narrowing the window
of time between deployment and release allows us to more quickly
begin to generate revenue against the cost of the investing in the new
hybrid models, as well.
Finally, click to see what Henri adds.
Henri: Partnering with our manufacturer meant we had a
successful and well-prepared launch that created a buzz with our
customers and with theirs.

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 Title Guidance

Axle Car Hire’s Show the slide giving an example of how Axle Car Hire manages
release their project releases.
Nominate a learner to read/act the roles of the Axle Car Hire
employees, starting with Marco.
Marco: When we release updates to our booking app, we ensure
that they are accompanied by user awareness and marketing campaigns
for our users, customers, and teams. We provide specific training for
the service desk and support teams that are internal and external.
Click to reveal Radhika’s thoughts.
Radhika: Some changes might need extra support or the introduction of
new components. For example, Axle Aware was released with a new user
manual to explain the system. We also made sure the Aware system
could sync with the Axle booking app before we released it.
Finally, click to reveal Henri’s comments.

Slide 290 Henri: The support given to the new app and Axle Aware has
really helped the release of both of these new offerings, leading to
great first impressions and a strong level of adoption among our users
and customers, as well as our own teams.
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Session 5.3
Key management
practices – Part 1

Training objectives

Explain three of the seven practices in detail (incident

management, service request management, and service desk),
including how they fit within the service value chain.

Recall the definitions of the key terms related to the ITIL practices.

Key learning points

The purpose of the incident management practice is to minimize

the negative impact of incidents by restoring normal service
operation as quickly as possible.

An incident is an unplanned interruption to a service or reduction

in the quality of a service.

The purpose of the service request management practice is to

support the agreed quality of a service by handling all predefined,
user-initiated service requests in an effective and user-friendly
manner.
The purpose of the service desk practice is to capture demand
for incident resolution and service requests. It should also be the
entry point and single point of contact for the service provider
with all of its users.

Timing

75 minutes

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 Title Guidance Title Guidance

Incident Ask learners if they can recall the purpose of incident management. Third-party products Ask what will need to be established for accessing third-party products
management and services that are used as a component of a service.
They can refer to their notes or to the relevant section in the
ITIL publication. Click to reveal that the answer is agreements and explain that:
and services
Facilitate responses. Third-party products and services that are used as components of
a service require support agreements, which align the obligations of
Click to reveal the partial purpose for learners to complete.
Slide 304 the supplier with the commitments made by the service provider to
After further discussion, click to reveal the completed purpose. customers.
The purpose of the incident management practice is to minimize Incident management may require frequent interaction with
the negative impact of incidents by restoring normal service operation these suppliers, and routine management of this aspect of supplier
as quickly as possible. contracts is often part of the incident management practice. A supplier
Incident management can have an enormous impact on customer and can also act as a service desk, logging and managing all incidents and
Slide 296
user satisfaction, and on how customers and users perceive the service escalating them to subject matter experts or other parties as required
provider. Every incident should be logged and managed to ensure that
it is resolved in a time that meets the expectations of the customer
and user. Target resolution times are agreed, documented, and
communicated to ensure that expectations are realistic. Incidents are
prioritized based on an agreed classification to ensure that
incidents with the highest business impact are resolved first.

Incident Ask learners to consider what an incident management tool should

management tools do and what links it can include to support incident management.
Using a whiteboard or flipchart, to brainstorm ideas and
responses from the learners and ask them to justify their thoughts.
After completing the task, consolidate the responses and provide
example answers.
Slide 299
Click to reveal possible answers:
Incident management tools should provide:
• information about incidents
• incident records.
Tools should also provide links to related:
• CIs
ITIL 4 Management practices

ITIL 4 Management practices

• changes
• problems
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• known errors.
Modern tools can also:
• provide automated matching of incidents
• provide intelligent analysis of incident data
• generate recommendations to help with future incidents.
We have traditionally needed to use our own wisdom to identify trends
in incident management. Now, AI systems will suggest when you
are looking at an incident, that there could be closed incidents that
seem to have similar features. Great people can extend the practice
and spot trends, and increasingly, so can automated tools.

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 Title Guidance Title Guidance

What is Axle Car Hire So, what is Axle Car Hire doing about incident management? Service request Ask learners if they recall the purpose of the service
doing about incident management request management practice.
Nominate learners to read/act the roles of Axle Car Hire
management?
employees, starting with Radhika. They can refer to notes or the relevant section in the Official Book.
Radhika: Axle faces many potential IT and non-IT incidents. Cars Facilitate responses.
can break down, road accidents might occur, or our customers might
Click to reveal partial purpose for learners to complete.
face challenges with unfamiliar road rules.
After further discussion, click to reveal the completed purpose.
Click to show Marco’s opinion.
Read that:
Marco: A car booking can be affected by an error in our app, or
by a user getting lost due to a navigation error with our software. The purpose of the service request management practice is to support
When incidents occur, we must be ready to restore normal services as the agreed quality of a service by handling all predefined, user-
soon as possible. We must also ensure that our team knows how and initiated service requests in an effective and user-friendly manner.
Slide 307
when to switch from predefined recovery procedures to swarming and
collective analysis.
Steps for request Ask learners what would be good guidelines and practices
Click to return to hear from Radhika again. fulfilment to successfully handle service requests, and what should people know?
Radhika: We must also ensure that such cases are followed by Facilitate the discussion with a whiteboard PPT/ flipchart.
investigation and improvements.
Consolidate responses and present possible answers.
Click to see what Henri has to say.
Click to reveal the answers and confirm the steps to fulfil the request:
Henri: Axle has developed clear processes for all types of incidents,
Slide 309 Guidelines include:
with workarounds available for cases that happen frequently, such as a
tyre puncture or loss of internet connectivity. • Steps should be well-known and proven, agree times for
fulfilment, and provide clear communication of the status.
Finally, click to show the closing comment from Radhika.
• Service requests and their fulfilment should be standardized
Radhika: Our teams collaborate with our suppliers and partners to and automated to the greatest degree possible.
ensure a fast and effective incident response. We develop and test • Policies should be established regarding what service requests
Slide 306 recovery procedures together with the partners involved in any incidents will be fulfilled with limited or even no additional approvals so that
we experience. fulfilment can be streamlined.

You can see that Axle have invested energy and money into • The expectations of users regarding fulfilment times should be
clearly set, based on what the organization can realistically deliver.
their incident planning. They have established workarounds to
restore service quickly in case of most types of incidents. They have • Opportunities for improvement should be identified and
implemented to produce faster fulfilment times and benefit from
strong links with partner organizations, to ensure their customers are
automation.
affected as little as possible by incidents crossing or being outside the
• Policies and workflows should be included for the documenting
ITIL 4 Management practices

ITIL 4 Management practices

organizational boundary. They have established procedures to move to
and redirecting of any requests that are submitted as service
root cause analysis quickly and efficiently when the standard recovery
requests, but which should be managed as incidents or changes.
and workaround procedures are ineffective. They cannot completely
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remove the possibility of incidents affecting the quality of their
service to customers, but they have taken appropriate, economically
reasonable steps to minimize both the likelihood and the impact of
such a situation.

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 Title Guidance Title Guidance

Methods of fulfilling Ask if anyone can provide any examples of how service requests can Key aspects of a good Ask learners: What are the key aspects of a good service desk?
requests be fulfilled by automation? service desk
What services should a good service desk deliver?
Facilitate possible answers.
Facilitate responses through a whiteboard flipchart.
Click to reveal answers.
Consolidate learners’ responses and clarify.
Some service requests can be completely fulfilled by automation from
Click and explain that:
submission to closure, allowing for a complete self-service experience.
Slide 312 Slide 315
Examples include client software installation or provision of virtual Service desks are increasingly used to arrange, explain, and coordinate
servers. various matters, rather than to only fix broken technology fixed. The
service desk has become a vital part of any service operation.
Click to show the definition of service catalogue to support
the explanation that service request management is dependent Click to reveal the answer to the next question.
upon well-designed processes and procedures, which are They also have a major influence on the user experience and how
operationalized through tracking and automation tools to maximize the the service provider is perceived by the users. Another key aspect
efficiency of the practice. of a good service desk is its practical understanding of the wider
Different types of service request will have different organization, the business processes, and the users. Service desks add
fulfilment workflows. When new service requests need to be added value by understanding and acting on the business actions. The service
to the service catalogue, existing workflow models should be used desk should provide an empathetic and informed link between the
whenever possible. service provider and its users.

Service desk Ask learners if they recall the purpose of the service desk.
They can refer to their notes or the relevant section in the Official Book.
Facilitate responses.
Click to reveal the partial purpose for learners to complete.
Slide 313 After further discussion, click to reveal completed purpose.
Read that:
The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry
point and single point of contact for the service provider with all of its
users.
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 Title Guidance

Task: service desk Tell learners that they have been asked to pitch for a new service desk
‘pitch’ function. They work in a growing business, and up until now, IT support
has been fairly informal, with a single number which users could
call. That number was answered by whoever was available in the IT
department, and someone would try to help the user as soon as
possible. This was a workable approach when the business had
40 employees who were mostly in one large room, but now the
Slide 316
business has grown to over 500 employees, and it is far from effective.
Requests for support are often lost altogether, and there is usually a
queue of people at the door of the IT department office, trying to get
immediate attention for their issue.
The exec team has decided that a formalized support function
is required, since they now struggle to get sufficient IT resource to
meet project deadlines, as people are pulled into support roles. They
do not have any real sense of what is needed and have asked the IT
manager (there is no CIO) to propose an approach. The learners have
been asked to prepare the pitch for the first line service desk. The pitch
must include the services and technologies that they intend to deliver
as part of this service.
Learners can produce this pitch in word/PowerPoint/flipchart and
be prepared to share their work with the other learners.
The key aspects to include are the type of provision and
supporting technologies.
Give learners at least 10 minutes.
State that now we are going to explore some of the aspects of
the service desk based on your task.
When the task is complete and presentations are finished, show
the next slide.

Service desk skills Ask what skills service desk staff should have?
ITIL 4 Management practices

ITIL 4 Management practices

Facilitate learner responses.
Explain that service desk staff require training and competency
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across several broad technical and business areas. In particular, they
need to demonstrate the following:
Slide 319
Click to reveal each point.
• excellent customer service skills
• empathy
• incident analysis and prioritization
• effective communication
• emotional intelligence.

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Session 5.4
Key management
practices – Part 2

Training objectives

Explain two of the seven service management practices in detail

(problem management and continual improvement), including
how they fit within the service value chain.

Recall the definitions of the key terms related to the ITIL practices.

Key learning points

The purpose of the problem management practice is to reduce

the likelihood and impact of incidents by identifying actual and
potential causes of incidents and managing workarounds and
known errors.

A problem is a cause, or potential cause, of one or more incidents.

A known error is a problem that has been analysed but has not
been resolved.

The purpose of the continual improvement practice is to align

the organization’s practices and services with changing business
needs through the ongoing improvement of products, services,
and practices, or any element involved in the management of
products and services.

Timing

30 minutes (core) / 60 minutes (extended)

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 Title Guidance Title Guidance

The meaning of Ask the learners to consider what the definition of a problem is. Identifying a problem Ask learners: What activities do you think are included in the problem
‘problem’ identification phase?
Facilitate responses.
Put learners into groups.
Click to reveal the definition to confirm.
Task each group to devise a problem identification checklist to
Read that: present back to the other learners.
A problem is a cause, or potential cause, of one or more incidents. Slide 328 If in classroom: groups can collaborate and use a flipchart to
Slide 326 create their checklist.
Ask learners to consider what the definition of known error is.
If virtual training: groups can discuss ideas using the chat, and
Facilitate responses.
one person can consolidate the list to present back.
Click to reveal definition to confirm. Facilitate discussions and responses during presentations.
Read that: Click to summarize and reveal the problem identification activities.

A known error is a problem that has been analysed but has not been Explain that:
resolved. Problem identification activities identify and log problems. These
include:
There are three ways that an incident could indicate a problem, and
the need for a root cause analysis. As an IT professional or service • performing trend analysis on incident records
provider, you may notice that something appears to be significantly • detection of duplicate and recurring issues by users, service desk,
wrong and requires a deep dive investigation. The second is that your and technical support staff
customer could recognize the same thing and let you know. These • during major incident management, identifying a risk that an
could be major incidents, which have had a significant impact on incident could recur
customers, have caused sufficient concern for the service provider to
• analysing information received from suppliers and partners
want to make that deep dive, or require a root cause analysis due to
• analysing information received from internal software developers,
their level of severity.
test teams, and project teams.
Both of these ways are human oriented and require human wisdom.
Thirdly, a tool can assist you. For instance, imagine that your
service desk has 100 analysts. Each of them sees an incident today, and
to each of them, their incident does not seem like a big deal, because it
was just one. If, however, you could look at all their 100 incidents, you
might find that actually you had 100 incidents with common factors.
A very different interpretation than each analyst had individually. Root
cause analyses and the opening of a problem usually happen as a
result of recurring incidents or major incidents. The major ones cause
such an impact that everyone wants them fixed. The recurring ones
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might be solvable with a workaround, but if we had 100 incidents today,
and we might have 100 incidents tomorrow, it is probably cheaper to
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dive deep and raise a problem record.

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 Title Guidance Title Guidance

Problem control Ask learners to suggest what three activities they think are included Workaround Say that we have just mentioned the term workaround.
in the problem control phase. Ask learners how they would define workaround in this context.
Facilitate a short discussion. Facilitate responses.
Click to reveal the problem control activities. Click to reveal the definition.
The definition of workaround is a solution that reduces or eliminates
Activities include:
Slide 329 Slide 330 the impact of an incident or problem for which a full resolution is not
• problem analysis yet available. Some workarounds reduce the likelihood of incidents.
• documenting workarounds An effective incident workaround can become a permanent way of
• known errors. dealing with some problems when resolving the problem is not viable
Problems are prioritized for analysis, based on the risk that they or cost effective. In this case, the problem remains in the known error
pose and are managed as risks, based on their potential impact and status, and the documented workaround is applied should related
probability. Incidents typically have many interrelated causes, and the incidents occur. Every documented workaround should include a
relationships between them can be complex. Problem control should clear definition of the symptoms to which it applies. In some
consider all contributory causes, including causes that contributed cases, workaround application can be automated. Some of these root
to the duration and impact of incidents, as well as those that led to causes, we cannot fix. Maybe it is an issue with a commercial off-the-
the incidents happening. It is important to analyse problems from the shelf product, and we can only work around it. Sometimes it might be
perspective of all four dimensions of service management. with our own code, and we need to weigh up the cost of a permanent
fix, with the cost of not fixing it. If it is not feasible or cost justifiable to
When a problem cannot be resolved quickly, it is often useful
fix it, then a workaround may still be the best solution.
to find and document a workaround for future incidents, based on
an understanding of the problem. Workarounds are documented Error control Say that the final phase is error control.
in problem records. This can be done at any stage; it does not need
Ask learners: What do you think the main activities are in this phase?
to wait for analysis to be completed. If a workaround has been
Facilitate responses.
documented early in problem control, then this should be reviewed
and improved after problem analysis has been completed. Error Read:
control regularly reassesses the status of known errors that have not For other problems, a way to fix the error should be found. This is a
been resolved, including overall impact on customers, availability and Slide 331 part of error control. Error control activities include:
cost of permanent resolutions, and effectiveness of workarounds. • manage known errors, which are problems where initial analysis
The effectiveness of workarounds should be evaluated each time has been completed
a workaround is used, as the workaround may be improved based on • identify potential permanent solutions
the assessment.
• regularly reassess the status of known errors
• assess the impact on customers
• identify the availability and cost of permanent resolutions.
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 Title Guidance Title Guidance

Axle: problem State that you will now go back to our friends at Axle Car Hire and Continual Ask learners if they can recall the purpose of continual improvement.
management see how they deal with problem management. improvement
They can refer to their notes or to the relevant section in the Official
Nominate learners to read/act the roles of Axle Car Hire employees, Book.
starting with Henri. Facilitate responses.
Henri: Axle participates in feedback programmes with all our Nominate a learner to explain the purpose to the rest of the group.
car manufacturers. We share maintenance and repair data with them Click to reveal the purpose to confirm the answer to the learners.
Slide 336
to help them to continually improve their services. In return, they alert us Read:
to any potential problems in our vehicles.
The purpose of the continual improvement practice is to align
Click to reveal Radhika’s comments. the organization’s practices and services with changing business
needs through the ongoing improvement of products, services, and
Radhika: Recently, we were alerted to a potential problem in our fleet.
practices, or any element involved in the management of products and
A car manufacturer had recalled a popular model in our fleet to fix
services.
an error found in the airbag activation system.
Included in the scope of the continual improvement practice is the
Move on to hear from Su.
development of improvement-related methods and techniques and
Su: Fortunately, it was found before Axle experienced any incidents, but promoting continual improvement culture across the organization, in
there was still the potential for issues to occur. This meant it was line with the organization’s overall strategy. The commitment to and
a problem we had to deal with. practice of continual improvement must be embedded into every fiber
of the organization. If it is not, there is a real risk that daily operational
Click again to see Marco’s thoughts.
concerns and major project work will eclipse continual improvement
Marco: We follow a similar practice for our other systems and efforts.
services, including all of the IT components we use.
Applying continual Use the following example to explain that you can apply the
Finally, return to Radhika for a closing comment. improvement continual improvement process to anything.
Radhika: Axle’s incident management practice is one of our As we reach middle age, our health declines somewhat, and we have
most important sources of information on errors in our systems. Any to address some of our bad habits. Maybe the improvement that I want
major incident we experience is followed by an investigation into the is to improve my ‘middle-aged health profile’, but that is too vague.
Slide 334 possible causes. Sometimes, this will lead us to find and fix errors in the
• What do I actually want to improve? Weight? Muscle to fat ratio?
systems, and we often identify ways to decrease the number of incidents
Slide 337 Blood sugar? Cholesterol? Let’s apply the framework.
Axle will have in the future.
• What is the vision? You might call it ‘perfect middle-aged health’,
maybe you want to look like a very muscular, very fit man with
lustrous, flowing hair. It might be impossible, if you are balding,
to get that perfect goal, but ‘shoot for the moon, even if you miss,
you’ll land up in the stars’. I might not get to that point, but every
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ITIL 4 Management practices

step towards it I take is a benefit. Click to step through and explain
how this might be applied in this example.
Module 5

Module 5
• Where are we now? I need to identify and quantify my current
state; maybe I weigh myself, check my blood pressure, take a blood
panel. Whatever I choose, I need to establish a baseline so that I will
know whether I’ve improved.

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 Title Guidance Title Guidance

Applying continual • Where do we want to be? As much as I might want to be the Applying continual We can also benefit from creating, tracking, and most
improvement ‘perfect picture of health’, I am not going to manage that in one improvement importantly, publishing a continual improvement register. Current,
step, and it may not be possible at all. Instead, I need to set process present, or ongoing improvements are also featured on a continual
goals, steps on the way, and they need to be SMART – specific, improvement register. Therefore, it contains future (to do)
measurable, achievable, relevant, and time bound. Maybe I want improvements, present on-going (doing) improvements, and past
to lose some weight. I can say that it is 10 lbs or 5kgs, that is (done) improvements. When we publish it, we prove to ourselves,
Slide 337 (Continued) specific; it is measurable; I can find out from my doctor whether it Slide 337 (Continued) and to anyone else who looks, that we are truly focused on continual
is achievable; it is definitely relevant to my goal, but if I want to get improvement. We need to be able to see that we have accomplished
there, I need a time goal. ‘Whenever’ will not do; I need to decide things, that we are working on doing more things, and that we have
that I want to do it in 30 days, so I can track my progress. things in view to do in future. If not, then maybe we only talk a good
• How do we get there? I need a plan to lose the weight within game on continual improvement.
30 days. I could plan to run a marathon tomorrow, but I won’t do The continual improvement process can be applied to any situation.
it. I need to do something reasonable; maybe I need to start with
walking; I will take my dog for an evening walk four times a week,
Continual Continual improvement occurs in all areas of the organization and at all
and I will reduce my portion sizes by about 30%. That is my plan. improvement model levels, from strategic to operational. Ask the group why they think that
Take action. I need to execute my plan and to take a leaf from
continual improvement appears in three different locations within the
Nike’s book: ‘Just do it’.
ITIL 4 framework.
• Did we get there? Now I need to measure. I need to stand
Facilitate responses and then click to reveal the key words on screen.
on the scales. I could do it after 30 days and see my overall
results. I could do it once a week, or more often, so that I can tell Explain the following:
whether I’m progressing during the 30 days. Whatever happens, the Slide 338 Continual improvement is featured in the SVS strategically, is
process becomes meaningless if I do not find out what progress a tactical SVC activity, and it is a practice to be used daily or
was made, even if it turns out to be none. operationally. To maximize the effectiveness of services, each person
• Keeping the momentum going. Continual improvement is who contributes to the provision of a service should keep continual
continual, so we need to see what we’ve learned, and apply that improvement in mind and should always be looking for opportunities
learning to the next iteration. Did I lose what I expected to lose? to improve. The continual improvement model applies to the SVS in its
If not, do I need to do more than just walk the dog? Do I need to entirety, as well as to all the organization’s products, services, service
change what I am eating, rather than just how much? I must learn components, and relationships.
those lessons and then act again. Click to reveal the continual improvement model.
Click again and explain that we can use a SWOT analysis for The ITIL continual improvement model can be used as a high-level
our continual improvement methods. If we list our strengths (things guide to support improvement initiatives. Use of the model increases
we are good at), weaknesses (things we are not good at), opportunities the likelihood that ITSM initiatives will be successful, puts a strong
(things we could exploit externally to our advantage), and threats focus on customer value, and ensures that improvement efforts can be
(external factors which, if not managed, could harm us). linked back to the organization’s vision. The model supports an iterative
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ITIL 4 Management practices

approach to improvement, dividing work into manageable pieces with
Most of our CI efforts will be concerned with turning weaknesses into
separate goals that can be achieved incrementally.
strengths, and threats into opportunities.
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 Title Guidance Title Guidance

Improving Axle Car State that you will now return to Axle Car Hire to hear what it is doing CI responsibility Ask: who is responsible for continuous improvement in organizations?
Hire to continually improve. Facilitate responses.
Henri would like Axle to become a greener company and Explain:
introduce more environmentally friendly practices into its work. Over The highest levels of the organization need to take responsibility for
the following sections, the Axle team uses the steps of the continual embedding continual improvement into the way that people
improvement model to implement changes to the organization. Slide 352 think and work. Without their leadership and visible commitment to
Slide 348 continual improvement, attitudes, behaviour, and culture will not evolve
Nominate a learner to read/act the role of Henri, Axle’s CIO.
to a point where improvements are considered in everything that is
Henri: At Axle, we strive for continual improvement at all levels.
done, at all levels. However, training and other enablement assistance
One of our objectives is to be a greener business and incorporate
should be provided to staff members to help them feel prepared to
sustainable principles into every business decision. My team is
contribute to continual improvement. Most people would say that it is
committed to this initiative. As part of our service relationship model, our
everyone’s responsibility to continually improve and contribute in some
partners and suppliers are also involved in this.
way. However, there should at least be a small team dedicated full time
to leading continual improvement efforts and advocating the practice
Continual State: the ITIL SVS includes the continual improvement model which
improvement activity across the organization.
we saw earlier and now on-screen. This model can be applied to
any type of improvement, from high-level organizational changes to
individual services and configuration items (CIs).
Break the learners into four groups. Using the model on the screen,
ask them to choose a group member for whom to develop a health
Slide 350 goal and plan.
Ask them to be prepared to speak about their findings to the rest of the
group.
Allow 10 minutes for this task.
Debrief findings from learners.

Tracking Ask: how do organizations track continual improvement ideas

and projects?
Facilitate responses.
Explain:
To track and manage improvement ideas from identification through
Slide 351 to final action, organizations use a database or structured document
called a continual improvement register (CIR). There can be more
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ITIL 4 Management practices

than one CIR in an organization, as multiple CIRs can be maintained
on individual, team, departmental, business unit, and organizational
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Module 5
levels. Some organizations maintain a single master CIR but divide how
it is used and by who at a more granular level. Improvement ideas can
also initially be captured in other places and via other practices, such
as during project execution or software development activities. In this
case, it is important to document for attention the improvement ideas
that arise as part of ongoing continual improvement.

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Session 5.5
Key management
practices – Part 3

Training objectives

Explain two of the seven service management practices in detail

(service level management and change enablement), including how
they fit within the service value chain.

Recall the definitions of the key terms related to the ITIL practices.

Key learning points

The purpose of the service level management practice is to set

clear business-based targets for service levels, and to ensure that
delivery of services is properly assessed, monitored, and managed
against these targets.
The purpose of the change enablement practice is to maximize the
number of successful service and product changes by ensuring
that risks have been properly assessed, authorizing changes to
proceed, and managing the change schedule.

A change is any addition, modification, or removal of anything that

could have a direct or indirect effect on services.

Timing

75 minutes

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 Title Guidance Title Guidance

Service level Ask learners if they can recall the purpose of service level management. Service level Say that many people have heard of and probably by now have thought
management agreements of the term service level agreement.
They can refer to their notes or to the relevant section in the Official
Book. Ask the question: What does a service level agreement mean?
Facilitate responses. Facilitate responses.
Nominate a learner to explain the purpose to the rest of the group. Click to reveal the definition.
Slide 358 Click to reveal the purpose to confirm the answer to the learners. Slide 362 Read the definition explaining that:
The purpose of the service level management practice is to set clear A service level agreement is a documented agreement between a
business-based targets for service levels, and to ensure that delivery of service provider and a customer that identifies both the services
services is properly assessed, monitored, and managed against these required and the expected level of service. Service level agreements
targets. (SLAs) have long been used as a tool to measure the performance of
services from the customer’s point of view, and it is important that
they are agreed in the wider business context. Using SLAs may present
What exactly does Ask learners what their own thoughts are about what service level many challenges; often, they do not fully reflect the wider service
service level mean? management means, and specifically, what is a service level? performance and the user experience. SLAs can only be created
Facilitate responses from the learners. through customer collaboration, or you are simply imposing them.
This means you are defining success, and you might be doing it in a
Click to reveal definition.
completely different way to your customer. You could be fulfilling your
The definition stating a service level is defined as one or more metrics SLAs at all times and constantly disappointing your customer. These are
Slide 359 that define expected or achieved service quality. ‘watermelon SLAs’; they show up as green on your SLA chart, but if the
customer is actually unhappy with what you are delivering, then they
are red on the inside. If your customers show up to SLA meetings and
do not talk, you can ask them two really good questions. ‘ Tell me about
your worst day ever and tell me about your best day ever. ‘ As they
describe what can go wrong for them, and what it is like when things go
well, you can start to understand and probe into how your services can
contribute to providing those good days, and avoiding the bad ones,
Activity: skills Ask learners to think about what skills and competencies are required
and set SLAs accordingly.
required service level for successful service level management.
management Customer Service level management involves collating and analysing information
Using a whiteboard or flipchart, discuss and record responses from
learners engagement from a number of sources. Let us look at customer engagement.
When establishing and defining SLAs with customers, this will involve
Facilitate their rationale for the responses.
initial ‘active’ listening, discovery, and information capture on which to
Click to reveal the possible answers. base metrics, measurement, and ongoing progress discussions. Active
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ITIL 4 Management practices

Slide 361 listening is employed in service level management to understand as
The skills and competencies for service level management include:
well as simply hear what is being said. Active listening is also required
• relationship management Slide 365
for optimal success in the example described on the previous slide.
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• business liaison
Explain the task that in groups, learners need to prepare a list of open
• business analysis questions you would ask your customer when establishing their needs
• commercial/supplier management to understand the service level required.
• pragmatic focus. Learners have ten minutes to devise at least seven open questions.
Ask and explore with learners what they think each of the headings They should be prepared to present their questions back to the rest of
mean to them. the group.
(This can be done via the chat function if delivering virtually).

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 Title Guidance Title Guidance

Customer Facilitate group presentations and feedback. Change enablement Ask learners if they can recall the purpose of change enablement.
engagement They can refer to their notes or to the relevant section in the ITIL
Click to reveal possible answers.
publication.
Compare and contrast the suggestions on-screen with learners’
Facilitate responses.
responses.
Nominate a learner to explain the purpose to the rest of the group.
• What does your work involve?
Slide 370 Click to reveal the purpose to confirm the answer for the learners.
Slide 365 (Continued) • How does technology help you?
The purpose of the change enablement practice is to maximize the
• What are your key business times, areas, people, and activities?
number of successful service and product changes by ensuring that
• What differentiates a good day from a bad day for you? risks have been properly assessed, authorizing changes to proceed,
• Which of these activities is most important to you? and managing the change schedule. Mostly, people would prefer not to
change. Change often feels like it’s being imposed on people, who will
• What are your goals, objectives, and measurements for this year?
see it as complicating their lives and making their jobs harder, adding
• What is the best measure of your success?
constraints and rules. A study from some time ago identified that 80%
• On what do you base your opinion and evaluation of a service or IT/ of the incidents that organizations in the study experienced were a
technology? result of unauthorized change. This tells us that change enablement
• How can we help you more? can have a huge positive impact.

Axle car hire service Say now let’s put this into context and see how Axle Car Hire Define change Ask learners what change means to them, and how they would define
level management manages its service levels. change enablement.
Nominate learners to read/act the roles of Axle Car Hire employees, Facilitate responses.
starting with Su.
Click to reveal the definition.
Su: We regularly gather feedback from our customers to analyse
A change is the addition, modification, or removal of anything that could
their requirements and needs and update our service offerings to Slide 372
have a direct or indirect effect on services.
match their expectations.
Click to get Radhika’s point of view. Types of change There are three types of change that are each managed in different
ways:
Radhika: We cannot put every single customer expectation into • standard changes
our rental agreements, but we care about all of them and do our best • normal changes
to meet them.
• emergency changes.
Finally, return to Su for a further thought. Ask what do you think are the characteristics for each of these
Slide 376 change types?
Su: We also monitor the quality of the services provided by our
Facilitate responses for each type and explore answers. When
partners and suppliers, such as the work done for us by Craig’s Cleaning.
completed, explain the meaning for each.
When doing this, we need to be sure that the quality of every part of
ITIL 4 Management practices

ITIL 4 Management practices

Slide 369 Types of change include:
our services meets or exceeds the expectations of our users.
• Standard changes These are low-risk, pre-authorized changes
Summarize each statement.
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Module 5
that are well understood and fully documented and can be
implemented without needing additional authorization. They are
often initiated as service requests but may also be operational
changes. When the procedure for a standard change is created or
modified, there should be a full risk assessment and authorization
as for any other change. This risk assessment does not need to
be repeated each time the standard change is implemented. It
only needs to be done if there is a modification to the way it is
performed.

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 Title Guidance Title Guidance

Types of change • Normal changes These are changes that need to be Axle Car Hire change To summarize this topic, tell learners that you will now return to look
scheduled, assessed, and authorized following a process. Change enablement at Axle Car Hire and its change enablement processes.
models based on this type of change determine the roles for
Nominate learners to read/act the roles of Axle Car Hire employees,
assessment and authorization. Some normal changes are low
starting with Henri.
risk, and the change authority for these is usually someone who
can make rapid decisions, often using automation to speed Henri: The car hire market is developing faster than ever. To ensure
Slide 376 (Continued) that Axle meets customer demands and capitalizes on opportunities,
up the change. Other normal changes are very major, and the
change authority could be as high as the management board we need to have speed-to-market and to experiment with new ideas.
(or equivalent). Initiation of a normal change is triggered by the Our new service offerings will see a lot of change at Axle. Some teams
creation of a change request. This may be created manually, but will need to double, while others may reduce. We need to bring everyone
organizations that have an automated pipeline for continuous at Axle on board.
integration and continuous deployment often automate most steps Click to reveal Radhika’s comment.
of the change enablement process.
Radhika: The change enablement practice at Axle ensures that
• Emergency changes These are changes that must be
our services achieve the right balance of flexibility and reliability.
implemented as soon as possible, for example, to resolve an
incident or implement a security patch. Emergency changes are Click to show Marco’s thoughts.
not typically included in a change schedule, and the process for Marco: Some of our processes are highly automated and designed
assessment and authorization is expedited to ensure they can be for the fast deployment of changes. These are perfect for changes to
implemented quickly. As far as possible, emergency changes should our booking app and some of our IT systems.
be subject to the same testing, assessment, and authorization
Click again to see what Su has to say.
as normal changes, but it may be acceptable to defer some
documentation until after the change has been implemented, Su: In other cases, such as when we update our vehicles, we use a mix
and sometimes it will be necessary to implement the change with of manual and automated testing. For example, the Axle Aware road
less testing due to time constraints. There may also be a separate monitoring and safety system requires consultation and approval before
change authority for emergency changes, typically including a small we can update it.
number of senior managers who understand the business risks
Finally, return to Marco again.
involved.
Marco: Systems such as Axle Aware cannot be altered like the
Scheduling Ask: what can a change schedule be used for? Slide 379 booking app. The priority for those changes is that we act safely and
Facilitate responses and thoughts from learners and encourage them comply with appropriate regulations. That’s more important than time to
to link it back with any possible experiences they have had. market.

Explain: Summarize learners’ thoughts based on the Axle Car Hire scenario.

The change schedule is used to help plan changes, assist

Slide 377
in communication, avoid conflicts, and assign resources. It can also
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ITIL 4 Management practices

be used after changes have been deployed to provide information
needed for incident management, problem management, and
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Module 5
improvement planning.

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Review and
reflect

Training objective

Review the key learning points for this session

Timing

30 minutes

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 Questions Answers Questions Answers

Introduction Introduce the review and reflect segment and explain that a short five- Question 4 Show Question 4.
question quiz will follow to help learners review the key learning points
What are the three phases of problem management?
to take from this session.
• issue resolution
• problem identification
Slide 381 • problem control
Slide 385 • error control.
Question 1 Show Question 1. Problem resolution
Complete the gapped sentence for the purpose of change enablement. Facilitate and discuss answers.
Facilitate and discuss answers. The three distinct phases of problem management are
The purpose of the change enablement practice is to maximize problem identification, problem control, and error control.
the number of successful service and product changes by
Slide 382 Question 5 Show Question 5.
ensuring that risks have been properly assessed, authorizing
changes to proceed, and managing the change schedule. Ask learners to direct you to connect the central and right-
hand columns of the diagram correctly.
Question 2 Show Question 2.
Facilitate and discuss answers.
Which of the following are skills that service desk staff should have?
Show correctly aligned continual improvement model diagram.
• Incident analysis and prioritization
Slide 386
• Effective communication
• Empathy ITIL 4 Management This activity will take approximately 45 minutes.
practices Activity 1
Slide 383 • Excellent customer service skills If you are running an extended delivery of the course, select the activity
• Emotional intelligence link on-screen to launch the title slide. This task helps check learners’
understanding of topics covered in Session 5: ITIL 4 management
Facilitate and discuss answers.
practices.
Confirm that in addition to training requirements and
This is the first extension activity. Ask learners to refer to their Learner
competencies across several broad technical and business
Workbook and match the key terms with the correct definitions.
areas, it is important that service desk staff have all the skills
listed. Ask learners to compare their answers with this solution.

Question 3 Show Question 3.

Complete the gapped sentence for the definition of an incident.
Facilitate and discuss answers.
ITIL 4 Management practices

ITIL 4 Management practices

The definition of an incident is an unplanned interruption to a
service or a reduction in the quality of a service.
Module 5

Module 5
Slide 384 Slide 388-390

ITIL 4 Management This second extension activity will check understanding of topics
practices Activity 2 covered in Module 5: ITIL management practices.

Slide 391

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 Questions Answers

Case study Ask learners to refer to the case study in their Learner Workbook.
Explain that an error in third-party software has created issues for
a user.
In groups, ask learners to read the case study and discuss the following:
• Which practices would you apply when addressing this issue?
Slide 392
• How would these practices be best used to guarantee success?
Ask learners to record their decisions and rationale in detail for the
above and tell them to be prepared to present their thoughts and
findings to the rest of the group.
Facilitate group discussions and findings from each group.
Compare and contrast similarities and differences between
each group’s findings.
ITIL 4 Management practices
Module 5

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Module 6 In this module we

Course Review will cover...
This module provides an overall review
and revision opportunity for the key
terms and concepts covered in the ITIL
4 Foundation course.
Sample papers are provided for use
either within the module or as an
offline activity for learners to complete.
Sample papers enable them to practice
in preparation for the certification
exam and assess the extent to which
they have grasped the learning during
the facilitated sessions.
For an online experience, as the
simulation of the actual exams, remind
learners that they can choose to sit an
official mock exam.

Prepare for
the module
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Course Review

Training objectives

Review the key terms and concepts covered in the ITIL 4 Foundation
course

Assess the extent to which learners can recall or understand the key
terms and concepts covered in this ITIL 4 Foundation course.

Timing

1 hour (core) / 3 hours (extended)

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 Title Guidance Title Guidance

Title Show the title slide and welcome learners to the final module of the ITIL The service value Ask learners the following questions:
4 Foundation course. Mention that this module gives an overall review system
What are the inputs and outputs to the SVS?
of the key terms and concepts previously covered in the course. ?
What are the components of the SVS?
Facilitate responses from the learners.
Slide 393 Allow time for learners to review their own notes and ask questions.

What did you learn You will recap the key terms and concepts including:
• four dimensions of service management
Slide 397
• service value system
• service value chain
• guiding principles
Slide 394
• ITIL management practices. The service value Use slide to support and embed knowledge.
Learners will also have the opportunity to practise answering questions system
Explain that the key inputs to the SVS are opportunity and demand.
in the sample paper section ahead of the certification. Opportunities represent options or possibilities to add value for
stakeholders or otherwise improve the organization. Demand is the
The four dimensions Ask learners: need or desire for products and services among internal and external
of service consumers.
• What are the four dimensions of service management?
management Click to build the next part of Figure 4.1.
? • What are the functions of the four dimensions of service
management? The output of the SVS is value.
Facilitate responses from the learners. Slide 398 That is, the perceived benefits, usefulness, and importance of
Slide 395 Allow time for learners to review their own notes and ask questions. something. The ITIL SVS can create many different types of value for a
wide group of stakeholders.
Continue to click to reveal and describe the following parts of the
The four dimensions Use the diagram on the slide to support and embed knowledge. diagram.
of service Explain that the ITIL SVS includes the following components:
Explain that to support a unified approach of service management, ITIL
management
defines four dimensions that together are critical to the effective and • Guiding principles Recommendations that can guide an
efficient facilitation of value for customers and other stakeholders in organization in all circumstances, regardless of changes in its goals,
the form of products and services. These are: strategies, type of work, or management structure.

• organizations and people • Governance The means by which an organization is directed and
Slide 396 controlled.
• information and technology
• Service value chain A set of interconnected activities that an
• partners and suppliers organization performs to deliver a valuable product or service to its
• value streams and processes. consumers and to facilitate value.
• Practices Sets of organizational resources designed for performing
These four dimensions represent perspectives, which are relevant to
work or accomplishing an objective.
the whole SVS, including the entirety of the service value chain and all
ITIL practices. The four dimensions are constrained or influenced by • Continual improvement A recurring organizational activity
performed at all levels to ensure that an organization’s performance
several external factors that are often beyond the control of the SVS.
continually meets stakeholders’ expectations. ITIL 4 supports
continual improvement with the ITIL continual improvement model.
Course review

Course review
Module 6

Module 6
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 Title Guidance Title Guidance

The service value Ask learners: The guiding Use slide to support the answer and embed knowledge.
chain principles
What is the service value chain? Explain that the guiding principles defined here embody the core
? messages of ITIL and of service management in general, supporting
What activities are included in the service value chain?
successful actions and good decisions of all types and at all levels.
Facilitate responses from the learners. They can be used to guide organizations in their work as they adopt a
Allow time for learners to review their own notes and ask questions. service management approach and adapt ITIL guidance to their own
Show next slide. specific needs and circumstances. The guiding principles encourage
and support organizations in continual improvement at all levels. These
Slide 399 principles are also reflected in many other frameworks, methods,
Slide 402 standards, philosophies, and/or bodies of knowledge, such as Lean,
The service value Use Figure 4.2 on the slide to support and embed knowledge. Agile, DevOps, and COBIT. This allows organizations to effectively
chain integrate the use of multiple methods into an overall approach to
Remind learners that the ITIL service value chain includes six value
service management.
chain activities which lead to the creation of products and services and,
in turn, value. The guiding principles apply to practically any initiative and to all
relationships with stakeholder groups. For example, the first principle,
The six value chain activities are:
focus on value, can (and should) be applied not only to service
• plan consumers, but to all relevant stakeholders and their respective
• improve definitions of value.
Slide 400 • engage
ITIL management Ask learners:
• design and transition practices
What is a practice?
• obtain/build
What are the three categories within the ITIL management practices?
• deliver and support.
How many ITIL management practices are there?
Explain that these activities represent the steps an organization takes
in the creation of value. Each activity transforms inputs into outputs. Facilitate responses from the learners.
These inputs can be demand from outside of the value chain or outputs
Allow time for learners to review their own notes and ask questions.
of other activities. All the activities are interconnected, with each activity
receiving and providing triggers for further action.
Slide 403
The guiding Ask learners:
principles
What are the seven guiding principles?
? ITIL management Use the diagram on the slide to support answer and embed knowledge.
What is the purpose of them?
practices
Remind learners that although there are 34 ITIL management practices
Facilitate responses from the learners.
in total, only 15 of these will be covered in the exam and only seven of
Allow time for learners to review their own notes and ask questions. ITIL management practices are covered in detail.

Slide 401

Slide 404
Course review

Course review
Module 6

Module 6
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 Title Guidance Title Guidance

Sample paper(s) and Please note that mock exams are optional. They are not a mandatory What next? Explain that learners can get free time-limited introductory access to
mock exams part of the programme. Please check the programme structure that you MyAxelos through the Successful Candidate Register. Provide further
are working with and confirm whether mock exams or sample papers information. On MyAxelos, you can:
are to be used. • access a wide range of white papers, along with other papers from
Depending on whether you are asking learners to undertake the mock the Best Practice portfolio
exam as part of the course, explain that they will be participating in a • join in discussions and share your knowledge in the Community
mock exam. forum

Alternatively, inform them that they will find two sample papers at the • access sample papers to help you prepare for your exams.
end of the Learner Workbook for them to use in their own time to If you have internet access, you can follow the link to give learners a
prepare for their certification. preview of the site. If not, you can recommend that they check it later.
Explain: You should also direct learners to complete the online courseware
• You will sit a one-hour sample paper. feedback survey. They can use the QR code on the slide to quickly access
this.
• They are all multiple-choice questions, and there is only one correct
answer per question. This is an opportunity for them to give feedback on the sessions. If
• Remember, this is a closed book exam, so you must not have any there is internet in the training room, or if you are online, click through
notes or resources out. to show the survey. If you are delivering the course virtually, you could
• When we have finished, you will be marking your own paper. also paste the link into the meeting chat for learners to access easily.
Indicate that the survey link is also included in the Learner Workbook.
Slide 406-408 • In the actual exam, you would need to answer 26 out of 40 questions
correctly to pass.
Any questions? Finally, ask if any learners have any questions on any aspect of the
Inform learners which sample paper they should complete. course.
If the sample paper is occurring as part of the course, give learners one Close the session and thank everyone for participating.
hour to complete the questions.
After the time is up, ask learners to mark their attempts using the
answers and rationales for the sample papers provided at the end of Slide 417
this document. Facilitate a brief discussion to discuss the rationale of
each answer.
Course review

Course review
Module 6

Module 6
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Appendix 1
Handouts/
Activity sheets

Guiding principles

Guiding principles:
Case study 1

Guiding principles:
Case study 2

ITIL management
practices:
Case study
 Guiding Description
principle
Handouts / Activity sheets

Handouts / Activity sheets

Focus on Everything that the organization does must result either directly or indirectly, to
Appendix 1

Appendix 1
value value for the stakeholders.
Guiding principles The focus on value principle encompasses many perspectives, including the
experience of customers and users.

Start where Do not start from scratch and build something new without considering what is
you are already available to be leveraged. There is likely to be a great deal in the current
services, processes, programmes, projects, and people that can be used to
create the desired outcome.
Task The current state should be investigated and observed directly to ensure that it
is fully understood.

Progress Do not attempt to do everything at once. Even small initiatives must be

Using the Table 4.1 (Official Book) overview of the guiding iteratively accomplished iteratively. By organizing work into smaller, more manageable
principles on the following page, think about a project or with feedback chunks that can be executed and completed in a timely manner, it is easier to
similar situation at work where you applied or could have maintain a sharper focus.
applied these principles. Using feedback before, throughout, and after each iteration will ensure that
• Consider how it was or could have been beneficial. actions are focused and appropriate, even if circumstances change.

• What were the results in events where the principles Collaborate Working together across boundaries will produce results that have a greater
were applied? and promote buy-in, more relevance to the objectives, and an increased likelihood of long-
If in a classroom, be prepared to discuss your findings with visibility term success.
the group to share knowledge, experiences, and practical Achieving objectives requires information, understanding, and trust. The
applications. work and its consequences should be visible, hidden agendas avoided, and
You have 10 minutes to prepare your information shared to the greatest degree possible.
example. Think No service or element used to provide a service, works in a vacuum. The
and work outcomes achieved by the service provider and service consumer will suffer
holistically unless the organization works on the service as a whole, not just on its parts.
Results are delivered to internal and external customers by the effective and
efficient management and dynamic integration of information, technology,
organization, people, practices, partners, and agreements, which should all be
coordinated to provide a defined value.

Keep it simple If a process, service, action or metric fails to provide value or produce a useful
and practical outcome, eliminate it. In a process or procedure, use the minimum number
of steps necessary to accomplish the objective(s). Always use outcome-based
thinking to produce practical solutions that deliver results.

Optimize and Resources of all types, particularly HR, should be used to their best effect.
automate Eliminate anything that is wasteful and use technology to achieve objectives.
Human intervention should only happen where it contributes value.

Table 4.1 Overview of the guiding principles

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Handouts / Activity sheets

Handouts / Activity sheets

Case study 1
Appendix 1

Appendix 1
Guiding principles
The sales director and managers of a shoe provided to portfolio management. The sales
company identify the need for a new website director and BRM discuss the expected value,
that allows customers to design and order outcomes, costs, and risks for the new service
personalized shoes. The sales director and and agree that they want to continue.
business relationship manager (BRM) discuss
The project manager and development
the new website and agree to investigate the
Case studies value, outcomes, costs, and risks to see if it is
manager start to plan the work needed to
create the new service. People are assigned to
feasible.
do the necessary work.
The creation of the new service is discussed,
The software development team build a
This section will explore various case studies to illustrate and the costs and risks of various approaches
backlog, identify the minimum viable product,
how the guiding principles can be applied. are identified. This opportunity is prioritized
and develop sufficient functionality that the
above other work that is being done to decide
business can review.
if the resources are available to perform it. The
potential costs and risks of various approaches • Which guiding principles are (or can be) applied
are discussed, and input is provided to portfolio here?
management. • How will these principles enable value for
The potential costs and risks of various customers and other stakeholders?
approaches are discussed, and input is

Element in case study Guiding Rationale

principle

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Handouts / Activity sheets

Handouts / Activity sheets

Case study 2
Appendix 1

Appendix 1
Several IT services need to be updated to was performed earlier. Moreover, the
meet new regulatory requirements. The new automation ensures that the code is deployed
requirements are discussed, and it is agreed exactly as planned. Configuration data is used
that a project will be created to manage the to drive the deployment, so a separate activity
implementation. to update the data is not needed.
Planning begins. People are assigned to the • Which guiding principles are (or can be)
work. A communication plan is created and all applied here?
staff who need to be involved are notified.
• How will these principles enable value for
Each software team manages a backlog customers and other stakeholders?
and develops code for the areas assigned
to them. Each team also develops tests for
inclusion in the automated pipeline. All code is
automatically integrated and tested twice a day,
ensuring that code written by different teams
works together.
The deployment of new software is triggered as
soon as it is ready. Individual change requests
are not required for this, as the risk assessment

Element in case study Guiding Rationale

principle

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Handouts / Activity sheets

Handouts / Activity sheets

Appendix 1

Appendix 1
Value chain Practices Roles Activities
ITIL management activity
Input/outcomes
practices
Demand Admin assistant An admin assistant in
an office is unable to
enter an appointment
in their calendar due to
a bug in the software
Case study they are using. The
software won’t allow a
non-standard character
to be used in a room
An error in third-party software creates issues for a user. name.

In your groups, read the case study and discuss the Engage Service desk, incident Admin assistant, service The admin assistant
following: management desk agent phones the service
Which practices would you apply when addressing this issue? desk and describes
the issue. It is agreed
How would these practices be best used to guarantee success?
that this is a priority 3
Record in detail your decisions and rationale for the above incident, and the admin
and be prepared to present your thoughts and findings to assistant is notified of
the rest of the group. the expected resolution
time.
In this example, a user discovers an issue when using an
application. The vendor has a patch available and this needs Information about this
to be installed to rectify the situation. Note that this incident incident is logged by
takes a very different path through the service value chain the service desk agent.
and is supported by a different balance of practices than
the previous incident. Deliver and support Incident management Service desk agent The service desk agent
researches the vendor
website and discovers
that this particular
issue is resolved in the
latest version of the
client software.

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Handouts / Activity sheets

Value chain Practices Roles Activities

Appendix 1

activity
Input/outcomes

Deliver and support Incident management, Admin assistant, The user instals the
service validation service desk new version of the
and testing, service software using the
request management service portal and
tests whether this
resolves their issue.
The service desk
ensures that the user
is satisfied with this
solution.

Value Admin assistant The software now

works correctly, and
the user can add
appointments to the
calendar using non-
standard characters in
room names.

Engage, improve Service desk, incident Admin assistant, A brief satisfaction

management, service desk manager survey is emailed to
continual the admin assistant,
improvement which they complete
and return. The
scores are used to
identify trends, and
the comments are
passed to the service
desk manager for
consideration.

Improve Continual Second-line support Second-line support

improvement, carries out more
service validation extensive testing of
and testing, service the new version of the
request management, client software before
release management, making it available
deployment to all users via the
management service portal. The
upgrade to replace
the previous version
is then deployed in a
controlled way.

Table A.2 Examples of value streams for software issues

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Appendix 2
Resources

ITIL® 4 Foundation Exam

Specification

Sample papers,
Answers and Rationales
 ITIL® 4 Foundation Exam Specification Learning Assessment Criteria BL No.
Outcome marks
1. Understand the 1.1 Recall the definition of: BL1 2
key concepts of a) Service (2.3.1)
b) Utility (2.5.4)
1. Introduction service
c) Warranty (2.5.4)
management
The purpose of this document is to outline: d) Customer (2.2.2)
• the learning outcomes of the ITIL 4 Foundation qualification and the assessment criteria e) User (2.2.2)
that a candidate is expected to meet for each learning outcome (with reference to the ITIL f) Service management (2.0)
Foundation publication, ITIL 4 edition) g) Sponsor (2.2.2)
• the examination design, in terms of question types to be used, exam duration and 1.2 Describe the key concepts of creating value BL2 2
administrative considerations with services (2.1, 2.1.1, 2.2 and all subsections
• the weightings (number of questions) across learning outcomes, assessment criteria and of 2.5):
‘Bloom’s level’ (level of cognitive processing required to answer the question/task, a) Cost
according to Bloom’s (revised) taxonomy). b) Value
c) Organization
The target audience for this document is: d) Outcome
• Accredited Organization partners e) Output
The purpose of the ITIL 4 Foundation Qualification is: f) Risk
• to introduce readers to the management of modern IT-enabled services, to provide them g) Utility
with an understanding of the common language and key concepts, and to show them how h) Warranty
they can improve their work and the work of their organization with ITIL 4 guidance. 1.3 Describe the key concepts of service BL2 1
Furthermore, the qualification will provide the candidate with an understanding of the ITIL relationships: (2.3.2, 2.4, 2.4.1):
4 service management framework and how it has evolved to adopt modern technologies a) Service offering
Appendix 2

Appendix 2
and ways of working. b) Service relationship management
Resources

Resources
c) Service provision
The purpose of the ITIL 4 Foundation Examination is:
d) Service consumption
• to assess whether the candidate can demonstrate sufficient recall and understanding of
the ITIL 4 service management framework, as described in the syllabus below, to be 2. Understand how 2.1 Describe the nature, use and interaction of the BL2 1
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a the ITIL guiding guiding principles (4.3, 4.3.8)
prerequisite for the ITIL 4 higher level qualifications, which assess the ability to apply principles can
2.2 Explain the use of the guiding principles (4.3): BL2 5
concepts understanding of the relevant parts of the ITIL framework in context. help an
a) Focus on value (4.3.1 – 4.3.1.4)
organization
The target audience for this qualification is: b) Start where you are (4.3.2 – 4.3.2.3)
adopt and adapt
• Individuals at the start of their journey in Service Management c) Progress iteratively with feedback (4.3.3 –
service 4.3.3.3)
• ITSM Managers and aspiring ITSM Managers
management d) Collaborate and promote visibility (4.3.4 –
• Individuals working in other parts of “IT” (digital, product, development) with strong
interface with service delivery 4.3.4.4)
e) Think and work holistically (4.3.5 – 4.3.5.1)
• Existing ITIL qualification holders wishing to update their knowledge.
f) Keep it simple and practical (4.3.6 – 4.3.6.3)
2. ITIL 4 Foundation Syllabus g) Optimize and automate (4.3.7 – 4.3.7.3)
3. Understand the 3.1 Describe the four dimensions of service BL2 2
The table below specifies the learning outcomes of the ITIL 4 Foundation qualification, and the
four dimensions management (3):
assessment criteria used to assess a candidate’s achievement of these learning outcomes,
of service a) Organizations and people (3.1)
subsequent to a course of study.
management b) Information and technology (3.2)
Note: Principal Official Book references are in parentheses. These refer to the section, but not c) Partners and suppliers (3.3)
the subsections within it. The verb for each assessment criterion indicates the Bloom’s level (BL): d) Value streams and processes (3.4-3.4.2)
‘Recall’/‘Define’ indicates Level 1 basic recall and recognition, ‘Describe’/‘Explain’, indicates Level 2 4.1 Describe the ITIL service value system (4.1)
4. Understand the BL2 1
understanding/comprehension.
purpose and
components of
the ITIL service
value system

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 Learning Assessment Criteria BL No.
Outcome marks
3. ITIL 4 Foundation Examination Design
5.1 Describe the interconnected nature of the
3.1 Examination Administration
5. Understand the BL2 1
activities of the service value chain and how this supports value Duration: 60 minutes
service value streams (4.5)
NOTE: Candidates taking the exam in a language that is not their native or working language may
chain, and how
5.2 Describe the purpose of each value chain BL2 1 be awarded 25% extra time, i.e. 75 minutes in total.
they
activity: Materials permitted: This is a ‘closed book’ examination. No materials other than the
interconnect
a) Plan (4.5.1) examination materials are permitted.
b) Improve (4.5.2)
c) Engage (4.5.3) 3.2 Question Types
d) Design & transition (4.5.4)
All 40 questions are Objective Test Questions (OTQs), which present four options from which one
e) Obtain/build (4.5.5)
option is selected. Distractors (wrong answers) are options that candidates with incomplete
f) Deliver & support (4.5.6)
knowledge or skill would be likely to choose. These are generally plausible responses relating to
6. Know the 6.1 Recall the purpose of the following ITIL BL1 5 the syllabus area being examined. Question styles used within this type are: ‘Standard’, ‘Missing
purpose and key practices: word’, ‘List’(2 correct items), and, exceptionally, ‘Negative’ standard OTQ.
terms of 15 ITIL a) Information security management (5.1.3)
practices b) Relationship management (5.1.9) Example ‘Standard’ OTQ: Example ‘Missing word’ OTQ
c) Supplier management (5.1.13) Which is a source of best practice? Identify the missing word(s) in the following
d) IT asset management (5.2.6)
A. Q sentence.
e) Monitoring and event management (5.2.7)
B. P
f) Release management (5.2.9) A [?] defines requirements for services and
C. R
g) Service configuration management (5.2.11) takes responsibility for outcomes from
D. S
h) Deployment management (5.3.1) service consumption.
i) Continual improvement (5.1.2)
Appendix 2

Appendix 2
Example ‘List’ OTQ: A. Role Q
j) Change enablement (5.2.4)
Resources

Resources
k) Incident management (5.2.5) Which statement about service asset and B. Role P
l) Problem management (5.2.8) configuration management is CORRECT? C. Role R
m) Service request management (5.2.16) D. Role S
1. It does Q
n) Service desk (5.2.14) 2. It does P
o) Service level management (5.2.15) Example ‘Negative’ standard OTQ:
3. It does R
Which is NOT a defined area of value?
6.2 Recall definitions of the following ITIL terms: BL1 2 4. It does S
A. Q
a) IT asset (5.2.6)
B. P
b) Event (5.2.7) A. 1 and 2
C. R
c) Configuration item (5.2.11) B. 2 and 3
D. S
d) Change (5.2.4) C. 3 and 4
e) Incident (5.2.5) D. 1 and 4
f) Problem (5.2.8) NOTE: Negative questions are only used, as
g) Known error (5.2.8) an exception, where part of the learning
NOTE: Two of the list items are correct. List
outcome is to know that something is not
7. Understand 7 ITIL 7.1 Explain the following ITIL practices in detail, BL2 17 style questions are never negative.
done or should not occur.
practices excluding how they fit within the service value
chain: Please see the sample paper for an example of the exam format and content.
a) Continual improvement (5.1.2) including:
the continual improvement model (4.6, fig
4.3)
b) Change enablement (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15 – 5.2.15.1)

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 3.3 Scoring
Number of questions: 40
Marks: Each question is worth 1 mark. There are 40 marks available.
There is no negative marking.
Provisional pass mark: 65% or higher – a raw score of 26 marks or above

3. 4 Weightings by Bloom’s Level

There are 9 questions at Bloom’s Level 1 = approx. 22.5%
There are 31 questions at Bloom’s Level 2 = approx. 77.5%

3.5 Weightings by Learning Outcome

Learning Outcome No. Approx.

OTQs weighting
1. Understand the key service concepts 5 12.5%
2. Understand how the ITIL guiding principles can help 6 15.0%
an organization adopt and adapt service
management
3. Understand the four dimensions of service 2 5.0%
management
4. Understand the purpose and components of the ITIL 1 2.5%
Appendix 2

Appendix 2
service value system
Resources

Resources
5. Understand the activities of the service value chain, 2 5.0%
and how they interconnect
6. Know the purpose and key terms of 15 ITIL practices 7 17.5%
7. Understand 7 ITIL practices 17 42.5%

Total 40 100%

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 3. Which practice identifies metrics that reflect the customer’s experience of a service?
Sample Paper 1
A. Continual improvement
Question Booklet with Answers and Rationales B. Service desk
C. Service level management
D. Problem management
1. Which practice is responsible for moving components to live environments? Q A Syllabus Ref Rationale
A. Change enablement 3 C 7.1.g A. Incorrect. "The purpose of the continual improvement
B. Release management practice is to align the organization’s practices and services with
changing business needs through the ongoing improvement of
C. IT asset management
products, services, and practices, or any element involved in the
D. Deployment management
management of products and services." Ref 5.1.2
Q A Syllabus Ref Rationale B. Incorrect. "The purpose of the service desk practice is to
1 D 6.1.h A. Incorrect. “The purpose of the change enablement practice is capture demand for incident resolution and service requests. It
to maximize the number of successful service and product should also be the entry point and single point of contact for
the service provider with all of its users." Ref 5.2.14
changes by ensuring that risks have been properly assessed,
C. Correct. "Service level management identifies metrics
authorizing changes to proceed, and managing the change
and measures that are a truthful reflection of the
schedule”. Ref 5.2.4 customer’s actual experience and level of satisfaction with
B. Incorrect. “The purpose of the release management practice the whole service," and "Engagement is needed to
is to make new and changed services and features available for understand and confirm the actual ongoing needs and
use.” Ref 5.2.9 requirements of customers, not simply what is interpreted
C. Incorrect. “The purpose of the IT asset management practice by the service provider or has been agreed several years
is to plan and manage the full lifecycle of all IT assets”. Ref 5.2.6 before." Ref 5.2.15.1
D. Correct. “The purpose of the deployment management D. Incorrect. "The purpose of the problem management
practice is to reduce the likelihood and impact of incidents by
practice is to move new or changed hardware, software,
identifying actual and potential causes of incidents, and
Appendix 2

Appendix 2
documentation, processes, or any other component to live
managing workarounds and known errors". Ref 5.2.8
Resources

Resources
environments.” Ref 5.3.1
4. What is the PRIMARY use of a change schedule?
2. Which practice includes the classification and ownership of queries and requests from users?
A. To support 'incident management' and improvement planning
A. Service desk
B. To manage emergency changes
B. Incident management C. To plan changes and help avoid conflicts
C. Change enablement
D. To manage standard changes
D. Service level management
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale A. Incorrect. While it can be used after deploying a change, this
4 C 7.1.b
2 A 7.1.f A. Correct. “Service desks provide a clear path for users to is not the main use of the change schedule. "The change
report issues, queries, and requests, and have them schedule is used to help plan changes, assist in communication,
acknowledged, classified, owned, and actioned”. Ref 5.2.14 avoid conflicts, and assign resources. It can also be used after
B. Incorrect. The ‘incident management’ practice deals only with changes have been deployed to provide information needed for
incidents, not queries and requests. “The purpose of the incident management, problem management, and
incident management practice is to minimize the negative improvement planning." Ref 5.2.4
impact of incidents by restoring normal service operation as B. Incorrect. "Emergency changes: These are changes that must
quickly as possible”. Ref 5.2.5 be implemented as soon as possible; for example, to resolve an
C. Incorrect. The ‘change enablement’ practice deals only with incident or implement a security patch. Emergency changes are
change requests, not other queries and requests. “The purpose not typically included in a change schedule, and the process for
of the change enablement practice is to maximize the number assessment and authorization is expedited to ensure they can
of successful service and product changes by ensuring that risks be implemented quickly." Ref 5.2.4
have been properly assessed, authorizing changes to proceed, C. Correct. "The change schedule is used to help plan
and managing the change schedule”. Ref 5.2.4 changes, assist in communication, avoid conflicts, and
D. Incorrect. The ‘service level management’ practice ensures assign resources." Ref 5.2.4
service targets are met. It does not manage queries and D. Incorrect. Standard changes are already pre-authorized and
requests from users. “The purpose of the service level do not need to be included on a change schedule. "These are
management practice is to set clear business-based targets for low-risk, pre-authorized changes that are well understood and
service performance, so that the delivery of a service can be fully documented, and can be implemented without needing
properly assessed, monitored, and managed against these additional authorization." Ref 5.2.4
targets”. Ref 5.2.15

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 5. Which service management dimension is focused on activities and how these are 7. Identify the missing word(s) in the following sentence.
coordinated?
A service is a means of enabling value co-creation by facilitating [?] that customers want to
A. Organizations and people achieve.
B. Information and technology
A. the warranty
C. Partners and suppliers
B. outcomes
D. Value streams and processes
C. the utility
Q A Syllabus Ref Rationale D. outputs
5 D 3.1.d A. Incorrect. The ‘organizations and people’ dimension
Q A Syllabus Ref Rationale
describes “roles and responsibilities, formal organizational
structures, culture, and required staffing and competencies.” 7 B 1.1.a A. Incorrect. Warranty is “assurance that a product or service
Ref 3.1 will meet agreed requirements.” Warranty of a service is
B. Incorrect. The ‘information and technology’ dimension necessary, but not sufficient to enable value co-creation. Ref
includes “the information and knowledge necessary for the 2.5.4
management of services, as well as the technologies required” B. Correct. A service is “a means of enabling value co-
and “the information created, managed, and used in the course creation by facilitating outcomes that customers want to
of service provision and consumption, and the technologies that achieve, without the customer having to manage specific
support and enable that service.” Ref 3.2
costs and risks”. Ref 2.3.1
C. Incorrect. “The partners and suppliers dimension
C. Incorrect. Utility is “the functionality offered by a product or
encompasses an organization’s relationships with other
organizations that are involved in the design, development, service”. Utility of a service is necessary, but not sufficient to
deployment, delivery, support and/or continual improvement of enable value co-creation. Ref 2.5.4
services. It also incorporates contracts and other agreements D. Incorrect. An output is “a tangible or intangible deliverable of
between the organization and its partners or suppliers”. Ref 3.3 an activity.” The output of a service is necessary, but not
D. Correct. The ‘value streams and processes’ dimension sufficient to enable value co-creation. Ref 2.5.1
“focuses on what activities the organization undertakes
and how they are organized, as well as how the
Appendix 2

Appendix 2
8. Which is a recommendation of the ‘continual improvement’ practice?
organization ensures that it is enabling value creation for
Resources

Resources
all stakeholders efficiently and effectively.” Ref 3.4 A. There should at least be a small team dedicated to leading ‘continual improvement’
efforts
6. How does categorization of incidents assist the ‘incident management’ practice? B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement' should be isolated from other practices
A. It helps direct the incident to the correct support area
D. External suppliers should be excluded from improvement initiatives
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer Q A Syllabus Ref Rationale
D. It determines how the service provider is perceived 8 A 7.1.a A. Correct. “Although everyone should contribute in some
way, there should at least be a small team dedicated full-
Q A Syllabus Ref Rationale
time to leading continual improvement efforts and
6 A 7.1.c A. Correct. “More complex incidents will usually be
advocating the practice across the organization.” Ref 5.1.2
escalated to a support team for resolution. Typically, the
B. Incorrect. “Different types of improvements may call for
routing is based on the incident category, which should
different improvement methods. For example, some
help to identify the correct team.” Ref 5.2.5
improvements may be best organized into a multi-phase
B. Incorrect. The category is concerned with the type of incident
project, while others may be more appropriate as a single quick
whereas priority is determined by business impact. “Incidents
effort.” Ref 5.1.2
are prioritized based on agreed classification to ensure that
C. Incorrect. “The continual improvement practice is integral to
incidents with the highest business impact are resolved first.”
the development and maintenance of every other practice.” Ref
Ref 5.2.5
5.1.2
C. Incorrect. “Every incident should be logged and managed to
D. Incorrect. “When third-party suppliers form part of the
ensure that it is resolved in a time that meets the expectations
service landscape, they should also be part of the improvement
of the customer and user.” Categorization by itself will not
effort.” Ref 5.1.2
ensure this. Ref 5.2.5
D. Incorrect. Customer and user satisfaction determines how
the service provider is perceived. “Incident management can
have an enormous impact on customer and user satisfaction,
and on how customers and users perceive the service provider.”
Ref 5.2.5

184 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 185
 9. Which is a potential benefit of using an IT service management tool to support the 'incident 11. Which practice provides a single point of contact for users?
management' practice?
A. Incident management
A. It may ensure that the cause of incidents is identified within agreed times B. Change enablement
B. It may provide automated matching of incidents to problems or known errors C. Service desk
C. It may ensure that supplier contracts are aligned with the needs of the service provider D. Service request management
D. It may provide automated resolution and closure of complex incidents
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale 11 C 7.1.f A. Incorrect. “The purpose of the incident management practice
9 B 7.1.c A. Incorrect. “Target resolution times are agreed, documented, is to minimize the negative impact of incidents by restoring
and communicated to ensure that expectations are realistic.” A normal service operation as quickly as possible.” The ‘incident
good IT service management tool may help the organization to management’ practice does not provide a single point of
meet these times, but the tool cannot ensure that this happens. contact for service users. Ref 5.2.5
Furthermore, identifying the causes of incidents is B. Incorrect. “The purpose of the change enablement practice is
a 'problem management' activity Ref 5.2.5 to maximize the number of successful service and product
B. Correct. “Modern IT service management tools can changes by ensuring that risks have been properly assessed,
provide automated matching of incidents to other authorizing changes to proceed, and managing the change
incidents, problems or known errors”. Ref 5.2.5
schedule.” The ‘change enablement’ practice does not provide a
C. Incorrect. ‘Incident management’ requires supplier contracts
single point of contact for service users. Ref 5.2.4
to be correctly aligned, but ensuring that the contracts are
C. Correct. “The purpose of the service desk practice is to
aligned is a purpose of the ‘supplier management’ practice. Ref
5.1.13 capture demand for incident resolution and service
D. Incorrect. “The most complex incidents, and all major requests. It should also be the entry point and single point
incidents, often require a temporary team to work together to of contact for the service provider with all of its users.” Ref
identify the resolution”. “Investigation of more complicated 5.2.14
incidents often requires knowledge and expertise, rather than D. Incorrect. “The purpose of the service request management
procedural steps.” Ref 5.2.5 practice is to support the agreed quality of a service by handling
all pre-defined, user-initiated service requests in an effective
Appendix 2

Appendix 2
10. Which role submits service requests? and user-friendly manner.” The ‘service request management’
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Resources
practice does not provide a single point of contact for service
A. The user, or their authorized representative
users. Ref 5.2.16
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative
Q A Syllabus Ref Rationale
10 A 7.1.e A. Correct. “The purpose of the service request
management practice is to support the agreed quality of a
service by handling all pre-defined, user-initiated service
requests...” and a service request is defined as “a request
from a user or a user’s authorized representative that
initiates a service action”. Ref 5.2.16
B. Incorrect. A customer is “the role that defines the
requirements for a service and takes responsibility for the
outcomes of service consumption”. A customer could also be a
user, and in that role they may submit a service request. Ref
2.2.2
C. Incorrect. A sponsor is “the role that authorizes budget for
service consumption.” A sponsor could also be a user, and in
that role they may submit a service request. Ref 2.2.2
D. Incorrect. “The partners and suppliers dimension
encompasses an organization’s relationships with other
organizations that are involved in the design, development,
deployment, delivery, support, and/or continual improvement
of services.”. This does not include consumption of services, and
“The purpose of the service request management practice is to
support the agreed quality of a service by handling all pre-
defined, user-initiated service requests.” Ref 3.3, 5.2.16

186 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 187
 12. Which guiding principle recommends that the four dimensions of service management are 14. Which practice is the responsibility of everyone in the organization?
considered?
A. Service level management
A. Think and work holistically B. Change enablement
B. Progress iteratively with feedback C. Problem management
C. Focus on value D. Continual improvement
D. Keep it simple and practical
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale 14 D 7.1.a A. Incorrect. The ‘service level management’ practice is not the
12 A 2.2.e A. Correct. The ‘think and work holistically’ guiding responsibility of everyone in the organization. A number of
principle advises that all aspects of an organization are roles are required but there is no fixed structure. It is
considered when providing value in the form of services. recommended that there is an independent and non-aligned
This includes all four dimensions of service management
role where possible. Ref 5.2.15
(organizations and people; information and technology;
B. Incorrect. The ‘change enablement’ practice is not the
partners and suppliers; value streams and processes).
“Services are delivered to internal and external service responsibility of everyone in the organization. Many roles can
consumers through the coordination and integration of the be assigned to change enablement such as change authority. It
four dimensions of service management.” Ref 4.3.5 also requires input from people with specialist knowledge. Ref
B. Incorrect. The ‘progress iteratively with feedback’ guiding 5.2.4
principle is concerned with breaking initiatives into manageable C. Incorrect. The ‘problem management’ practice is not the
sections that can be executed more easily. It is not primarily responsibility of everyone in the organization. Most problem
concerned with addressing the four dimensions of service management activity relies on the knowledge and experience of
management. Ref 4.3.3
staff. Ref 5.2.8
C. Incorrect. The ‘focus on value’ guiding principle ensures that
D. Correct. “continual improvement is everyone’s
everything that the organization does links back to providing
value to service consumers. It is not primarily concerned with responsibility” and “The commitment to and practice of
addressing the four dimensions of service management. Ref continual improvement must be embedded into every fibre
4.3.1 of the organization”. Ref 5.1.2
Appendix 2

Appendix 2
D. Incorrect. The ‘keep it simple and practical’ guiding principle
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Resources
focuses on keeping things simple by reducing complexity and
eliminating unnecessary activities and steps. It is not primarily
concerned with addressing the four dimensions of service
management. Ref 4.3.6

13. Which would be supported by the ‘service request management’ practice?

A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents
Q A Syllabus Ref Rationale
13 B 7.1.e A. Incorrect. This would be supported by the ‘change
enablement’ practice. A change is “the addition, modification, or
removal of anything that could have a direct or indirect effect
on services.” Normal changes “need to be scheduled, assessed,
and authorized”. Ref 5.2.4
B. Correct. A service request is “a request from a user or a
user’s authorized representative that initiates a service
action which has been agreed as a normal part of service
delivery.” Ref 5.2.16
C. Incorrect. This would be supported by the ‘incident
management’ practice. An incident is “an unplanned
interruption to a service or reduction in the quality of a service.”
Ref 5.2.5
D. Incorrect. This would be supported by the ‘problem
management’ practice. A problem is “a cause, or potential
cause, of one or more incidents”. Ref 5.2.8

188 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 189
 15. Identify the missing word in the following sentence. 16. Which guiding principle recommends collecting data before deciding what can be re-used?
The purpose of the ‘information security management’ practice is to [?] the organization’s A. Focus on value
information. B. Start where you are
C. Keep it simple and practical
A. store
D. Progress iteratively with feedback
B. provide
C. audit Q A Syllabus Ref Rationale
D. protect 16 B 2.2.b A. Incorrect. The 'focus on value' guiding principle states that
"All activities conducted by the organization should link back,
Q A Syllabus Ref Rationale
directly or indirectly, to value for itself, its customers, and other
15 D 6.1.a A. Incorrect. “The purpose of the information security
stakeholders." Ref 4.3.1
management practice is to protect the information needed by
B. Correct. The 'start where you are' guiding principle
the organization to conduct its business. This includes
recommends that "Services and methods already in place
understanding and managing risks to the confidentiality,
should be measured and/or observed directly to properly
integrity, and availability of information, as well as other aspects
understand their current state and what can be reused
of information security such as authentication (ensuring
from them... Getting data from the source helps to avoid
someone is who they claim to be) and non-repudiation
assumptions which, if proven to be unfounded, can be
(ensuring that someone can’t deny that they took an action).”
disastrous to timelines, budgets and the quality of results."
Ref 5.1.3
Ref 4.3.2
B. Incorrect. “The purpose of the information security
C. Incorrect. The 'keep it simple and practical' guiding
management practice is to protect the information needed by
principle states that an organization should "Always use the
the organization to conduct its business. This includes
minimum number of steps needed to accomplish an objective."
understanding and managing risks to the confidentiality,
Ref 4.3.6
integrity and availability of information, as well as other aspects
D. Incorrect. The 'progress iteratively with feedback principle
of information security such as authentication (ensuring
states that "By organizing work into smaller, manageable
Appendix 2

Appendix 2
someone is who they claim to be) and non-repudiation
sections that can be executed and completed in a timely
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Resources
(ensuring that someone can’t deny that they took an action).”
manner, the focus on each effort will be sharper and easier to
Ref 5.1.3
maintain." Ref 4.3.3
C. Incorrect. “The purpose of the information security
management practice is to protect the information needed by
17. Which is NOT usually included as part of incident management?
the organization to conduct its business. This includes
understanding and managing risks to the confidentiality, A. Scripts for collecting initial information about incidents
integrity and availability of information, as well as other aspects B. Formalized procedures for logging incidents
of information security such as authentication (ensuring C. Detailed procedures for the diagnosis of incidents
someone is who they claim to be) and non-repudiation D. The use of specialized knowledge for complicated incidents
(ensuring that someone can’t deny that they took an action).”
Q A Syllabus Ref Rationale
Ref 5.1.3
17 C 7.1.c A. Incorrect. “There may be scripts for collecting information
D. Correct. “The purpose of the information security
from users during initial contact”. Ref 5.2.5
management practice is to protect the information needed
B. Incorrect. “There should be a formal process for logging and
by the organization to conduct its business. This includes
managing incidents.” Ref 5.2.5
understanding and managing risks to the confidentiality,
C. Correct. “This process does NOT usually include detailed
integrity and availability of information, as well as other
procedures for how to diagnose, investigate, and resolve
aspects of information security such as authentication
incidents.” Ref 5.2.5
(ensuring someone is who they claim to be) and non-
D. Incorrect. “Investigation of more complicated incidents often
repudiation (ensuring that someone can’t deny that they
requires knowledge and expertise, rather than procedural
took an action).” Ref 5.1.3
steps.” Ref 5.2.5

190 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 191
 18. Which describes the nature of the guiding principles? 20. Which practice has the purpose of making new and changed services and features available
for use?
A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions A. Change enablement
C. An organization will select and adopt only one of the seven guiding principles B. Service request management
D. Guiding principles describe the processes that all organizations must adopt C. Release management
D. Deployment management
Q A Syllabus Ref Rationale
18 A 2.1 A. Correct. A guiding principle is defined as a Q A Syllabus Ref Rationale
recommendation that can guide an organization in all 20 C 6.1.f A. Incorrect. “The purpose of the change enablement practice is
circumstances and will guide organizations when adopting to maximize the number of successful service and product
service management. They are not described as changes by ensuring that risks have been properly assessed,
prescriptive or mandatory. Ref 4.3 authorizing changes to proceed, and managing the change
B. Incorrect. The guiding principles will be reviewed and schedule.” Ref 5.2.4
adopted by organizations. The guiding principles guide B. Incorrect. “The purpose of the service request management
organizations to make decisions and adopt actions. They do not practice is to support the agreed quality of a service by handling
mandate specific actions and decisions. Ref 4.3.8 all pre-defined, user-initiated service requests in an effective
C. Incorrect. Organizations will use the principles relevant to and user-friendly manner”. Ref 5.2.16
them and are not mandated to use a given number. Ref 4.3 C. Correct. “The purpose of the release management
D. Incorrect. The guiding principles guide organizations to make practice is to make new and changed services and features
decisions and adopt actions. They are not mandatory. Ref 4.3 available for use”. Ref 5.2.9
D. Incorrect. “The purpose of the deployment management
19. Which statement about a change authority is CORRECT? practice is to move new or changed hardware, software,
documentation, processes, or any other component to live
A. A single change authority should be assigned to authorize all types of change and change
environments.” Ref 5.3.1
models
Appendix 2

Appendix 2
B. A change authority should be assigned for each type of change and change model
21. Which value chain activity ensures people understand the organization’s vision?
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C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority A. Improve
B. Plan
Q A Syllabus Ref Rationale
C. Deliver and support
19 B 7.1.b A. Incorrect. “It is essential that the correct change authority is
D. Obtain/build
assigned to each type of change to ensure that change
enablement is both efficient and effective.” For normal changes, Q A Syllabus Ref Rationale
“change models based on the type of change determine the 21 B 5.2.a A. Incorrect. The purpose of the ‘improve’ value chain activity is
roles for assessment and authorization”. A single change “to ensure continual improvement of products, services, and
authority is inadequate. Ref 5.2.4 practices across all value chain activities and the four
B. Correct. “It is essential that the correct change authority dimensions of service management.” Ref 4.5.2
is assigned to each type of change to ensure that change B. Correct. The purpose of the ‘plan’ value chain activity is
enablement is both efficient and effective.” For normal “to ensure a shared understanding of the vision, current
changes, “change models based on the type of change status, and improvement direction for all four dimensions
determine the roles for assessment and authorization”. Ref and all products and services across the organization.” Ref
5.2.4 4.5.1
C. Incorrect. Normal changes are “changes that need to be C. Incorrect. The purpose of the ‘deliver and support’ value
scheduled, assessed, and authorized following a process.” Thus, chain activity is “to ensure that services are delivered and
all normal changes will be authorized by a change authority. supported according to agreed specifications and stakeholders’
Standard changes can be pre-authorized: “These are low-risk, expectations.” Ref 4.5.6
pre-authorized changes that are well understood and fully D. Incorrect. The purpose of the ‘obtain/build’ value chain
documented, and can be implemented without needing activity is “to ensure that service components are available
additional authorization”. Ref 5.2.4 when and where they are needed, and meet agreed
D. Incorrect. “Emergency changes are not typically included in a specifications.” Ref 4.5.5
change schedule, and the process for assessment and
authorization is expedited to ensure they can be implemented
quickly.” Therefore, all emergency changes will be authorized by
a change authority. Ref 5.2.4

192 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 193
 22. Which statement about the value chain activities is CORRECT? 23. What is the purpose of the ‘supplier management’ practice?
A. Every practice belongs to a specific value chain activity A. To ensure that the organization‘s suppliers and their performance are managed
B. A specific combination of value chain activities and practices forms a service relationship appropriately to support the seamless provision of quality products and services
C. Service value chain activities form a single workflow that enables value creation B. To align the organization's practices and services with changing business needs through
D. Each value chain activity contributes to the value chain by transforming specific inputs the ongoing identification and improvement of services
into outputs C. To ensure that the organization’s suppliers and their performance are managed
appropriately at strategic and tactical levels through coordinated marketing, selling, and
Q A Syllabus Ref Rationale
delivery activities
22 D 5.1 A. Incorrect. “Value chain activities use different combinations
D. To ensure that accurate and reliable information about the configuration of suppliers'
of ITIL practices”. No practice belongs to a single value chain
services is available when and where it is needed
activity. Ref 4.5
B. Incorrect. Service value streams are “specific combinations of Q A Syllabus Ref Rationale
activities and practices, and each one is designed for a 23 A 6.1.c A. Correct. “The purpose of the supplier management
particular scenario” and “Service relationships include service practice is to ensure that the organization’s suppliers and
provision, service consumption, and service relationship their performance are managed appropriately to support
management.” Ref 4.5, 2.4.1 the seamless provision of quality products and services”.
C. Incorrect. Service value streams are “specific combinations of Ref 5.1.13
activities and practices, and each one is designed for a B. Incorrect. “The purpose of the continual improvement
particular scenario.” There can be multiple service value practice is to align the organization’s practices and services with
streams within one service value chain. Ref 4.5 changing business needs through the ongoing improvement of
D. Correct. “These activities represent the steps an products, services, and practices, or any element involved in the
organization takes in the creation of value. Each activity management of products and services.” This is not the purpose
transforms inputs into outputs. These inputs can be of the ‘supplier management’ practice. An organization is
demand from outside the value chain or outputs of other unlikely to change its practices to suit a supplier’s needs. Ref
activities. All the activities are interconnected, with each 5.1.2
Appendix 2

Appendix 2
activity receiving and providing triggers for further action.” C. Incorrect. “The purpose of the relationship management
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Ref 4.5 practice is to establish and nurture the links between the
organization and its stakeholders at strategic and tactical
levels”. This is not the purpose of the ‘supplier management’
practice. Ref 5.1.9
D. Incorrect. “The purpose of the service configuration
management practice is to ensure that accurate and reliable
information about the configuration of services, and the CIs that
support them, is available when and where it is needed”. This is
not the purpose of the ‘supplier management’ practice. Ref
5.2.11

194 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 195
 24. What are the two types of cost that a service consumer should evaluate? 25. Which is a purpose of the ‘service desk’ practice?
A. The price of the service, and the cost of creating the service A. To reduce the likelihood and impact of incidents by identifying actual and potential
B. The costs removed by the service, and the costs imposed by the service causes of incidents
C. The cost of provisioning the service, and the cost of improving the service B. To maximize the number of successful IT changes by ensuring risks are properly assessed
D. The cost of software, and the cost of hardware C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance
Q A Syllabus Ref Rationale
24 B 1.2.a A. Incorrect. The price of the service is only part of the costs Q A Syllabus Ref Rationale
imposed on the consumer. The cost of creating the service is a 25 C 6.1.n A. Incorrect. “The purpose of the problem management practice
concern of the service provider, not the service consumer. The is to reduce the likelihood and impact of incidents by identifying
service consumer should also evaluate the costs removed from actual and potential causes of incidents, and managing
the consumer. Ref 2.5.2 workarounds and known errors.” Ref 5.2.8
B. Incorrect. “The purpose of the change enablement practice is
B. Correct. From the service consumer’s perspective, there
to maximize the number of successful service and product
are two types of costs involved in service relationships:
changes by ensuring that risks have been properly assessed,
1. Costs removed from the service consumer by the service
authorizing changes to proceed, and managing the change
(a part of the value proposition). This may include costs of schedule.” Ref 5.2.4
staff, technology, and other resources which are not C. Correct. “The purpose of the service desk practice is to
needed by the consumer. capture demand for incident resolution and service
2. Costs imposed on the consumer by the service (the costs requests. It should also be the entry point and single point
of service consumption). The total cost of consuming a of contact for the service provider with all of its users.” Ref
service includes the price charged by the service provider 5.2.14
(if any), plus other costs such as staff training, costs of D. Incorrect. “The purpose of the service level management
network utilization, procurement, etc. Ref 2.5.2 practice is to set clear business-based targets for service
C. Incorrect. The cost of provisioning the service, and the cost of performance, so that the delivery of a service can be properly
assessed, monitored, and managed against these targets.” Ref
improving the service are concerns of the service provider, not
Appendix 2

Appendix 2
5.2.15
the service consumer. The service consumer should evaluate
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the costs removed from the consumer and the costs imposed 26. How should an organization adopt continual improvement methods?
on the consumer. Ref 2.5.2
A. Use a new method for each improvement the organization handles
D. Incorrect. The two types of cost that a service consumer
B. Select a few key methods for the types of improvement that the organization handles
should evaluate are costs removed from the consumer and
C. Build the capability to use as many improvement methods as possible
costs imposed on consumers. The cost of hardware and
D. Select a single method for all improvements that the organization handles
software may be included in either of these, but will only be
part of that cost. Ref 2.5.2 Q A Syllabus Ref Rationale
26 B 7.1.a A. Incorrect. The guidance describes how there are many
methods that can be used for improvement initiatives and
warns against using too many. It further states that “Different
types of improvement may call for different improvement
methods”. Therefore, using a new method each time is
inappropriate. Ref 5.1.2
B. Correct. The guidance describes how there are many
methods that can be used for improvement initiatives and
warns against using too many. The guidance states “It is a
good idea to select a few key methods that are appropriate
to the types of improvement the organization typically
handles and to cultivate those methods”. Ref 5.1.2
C. Incorrect. The guidance describes how there are many
methods that can used for improvement initiatives and warns
against using too many. Ref 5.1.2
D. Incorrect. The guidance describes how there are many
methods that can be used for improvement initiatives and
warns against using too many. It further states that “Different
types of improvements may call for different improvement
methods”. Therefore, selecting a single method is inappropriate.
Ref 5.1.2

196 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 197
 27. Which ITIL concept describes governance? 29. Which guiding principle recommends organizing work into smaller, manageable sections
that can be executed and completed in a timely manner?
A. The seven guiding principles
B. The four dimensions of service management A. Focus on value
C. The service value chain B. Start where you are
D. The service value system C. Progress iteratively with feedback
D. Collaborate and promote visibility
Q A Syllabus Ref Rationale
27 D 4.1 A. Incorrect. The seven guiding principles are ‘focus on value’, Q A Syllabus Ref Rationale
‘start where you are’, ‘progress iteratively with feedback’, 29 C 2.2.c A. Incorrect. The ‘Focus on value’ guiding principle helps to
‘collaborate and promote visibility’, ‘think and work holistically’, ensure that you consider all aspects of value for the service
‘keep it simple and practical’ and ‘optimize and automate’. Ref consumer, as well as the service provider and other
4.3 stakeholders. It does not specifically describe organizing work
B. Incorrect. The four dimensions of service management are into smaller, manageable sections that can be executed and
‘organizations and people’, ‘information and technology’, completed in a timely manner. Ref 4.3.1
‘partners and suppliers’, and ‘value streams and processes’. Ref B. Incorrect. The ‘Start where you are’ guiding principle helps to
3.1-3.4 avoid waste and leverage existing services, processes, people,
C. Incorrect. The activities of the service value chain are ‘plan’, tools, etc. It does not specifically describe organizing work into
‘improve’, ‘engage’, ‘design and transition’, ‘obtain/build’, and smaller, manageable sections that can be executed and
‘deliver and support’. Ref 4.5 completed in a timely manner. Ref 4.3.2
D. Correct. The components of the service value system are C. Correct. The description of the ‘progress iteratively with
‘guiding principles’, ‘governance’, ‘service value chain’, feedback’ guiding principle says “by organizing work into
‘practices’, and ‘continual improvement’. Ref 4.1 smaller, manageable sections that can be executed and
completed in a timely manner, the focus on each effort will
28. Which is a recommendation of the ‘service desk’ practice? be sharper and easier to maintain.” Ref 4.3.3
D. Incorrect. The ‘collaborate and promote visibility’ guiding
Appendix 2

Appendix 2
A. Service desks should avoid the use of automation
principle helps to involve the right people and provide better
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Resources
B. Service desks should be highly technical
decision-making and greater likelihood of success. It does not
C. Service desks should understand the wider organization
specifically describe organizing work into smaller, manageable
D. Service desks should be a physical team in a single fixed location
sections that can be executed and completed in a timely
Q A Syllabus Ref Rationale manner. Ref 4.3.4
28 C 7.1.f A. Incorrect. “With increased automation, AI, robotic process
automation (RPA), and chatbots, service desks are moving to
provide more self-service logging and resolution directly via
online portals and mobile applications.” Ref 5.2.14
B. Incorrect. “The service desk may not need to be highly
technical, although some are.” Ref 5.2.14
C. Correct. “Another key aspect of a good service desk is its
practical understanding of the wider organization, the
business processes, and the users.” Ref 5.2.14
D. Incorrect. “In some cases, the service desk is a tangible team,
working in a single location... In other cases, a virtual service
desk allows agents to work from multiple locations,
geographically dispersed.” Ref 5.2.14

198 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 199
 30. What is a standard change? 32. What is the definition of change?
A. A change that is well understood, fully documented and pre-authorized A. To add, modify or remove anything that could have a direct or indirect effect on services
B. A change that needs to be assessed, authorized, and scheduled by a change authority B. To ensure that accurate and reliable information about the configuration of services is
C. A change that doesn’t need a risk assessment because it is required to resolve an incident available
D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’ C. To make new and changed services and features available for use
D. To move new or changed hardware, software, or any other component to live
Q A Syllabus Ref Rationale
A. Correct. “These are low-risk, pre-authorized changes that environments
30 A 7.1.b
are well understood and fully documented, and can be Q A Syllabus Ref Rationale
implemented without needing additional authorization. 32 A 6.2.d A. Correct. A change is the “addition, modification, or
They are often initiated as service requests, but may also removal of anything that could have a direct or indirect
be operational changes. When the procedure for a standard effect on services”. Ref 5.2.4
change is created or modified, there should be a full risk
B. Incorrect. “The purpose of the service configuration
assessment and authorization as for any other change. This
management practice is to ensure that accurate and reliable
risk assessment does not need to be repeated each time
information about the configuration of services, and the CIs that
the standard change is implemented; it only needs to be
done if there is a modification to the way it is carried out.” support them, is available when and where it is needed.” Ref
Ref 5.2.4 5.2.11
B. Incorrect. Normal changes are “changes that need to be C. Incorrect. “The purpose of the release management practice
scheduled, assessed, and authorized.” Ref 5.2.4 is to make new and changed services and features available for
C. Incorrect. An emergency change that is needed to resolve an use”. Ref 5.2.9
incident should still be assessed and authorized. “As far as D. Incorrect. “The purpose of the deployment management
possible, emergency changes should be subject to the same practice is to move new or changed hardware, software,
testing, assessment, and authorization as normal changes”. Ref documentation, processes, or any other component to live
5.2.4 environments.” Ref 5.3.1
D. Incorrect. This is a description of a normal change: “changes
Appendix 2

Appendix 2
that need to be scheduled, assessed, and authorized”. Ref 5.2.4
33. What is the definition of an event?
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31. What happens if a workaround becomes the permanent way of dealing with a problem that A. Any change of state that has significance for the management of a service or other
cannot be resolved cost-effectively? configuration item
B. Any component that needs to be managed in order to deliver an IT service
A. A change request is submitted to change enablement
C. An unplanned interruption to a service or reduction in the quality of a service
B. Problem management restores the service as soon as possible
D. Any financially valuable component that can contribute to the delivery of an IT product or
C. The problem remains in the known error status
service
D. The problem record is deleted
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale
33 A 6.2.b A. Correct. “An event can be defined as any change of state
31 C 7.1.d A. Incorrect. A change request is only raised if it is justified.
that has significance for the management of a service or
“Error control also includes identification of potential
other configuration item (CI)”. Ref 5.2.7
permanent solutions which may result in a change request for
implementation of a solution, but only if this can be justified in B. Incorrect. The definition of a configuration item is “any
terms of cost, risks, and benefits”. Ref 5.2.8 component that needs to be managed in order to deliver an IT
B. Incorrect. The ‘incident management’ practice restores service.” Ref 5.2.11
service not the ‘problem management’ practice. “The purpose of C. Incorrect. An incident is “An unplanned interruption to a
the incident management practice is to minimize the negative service or reduction in the quality of a service.” Ref 5.2.5
impact of incidents by restoring normal service operation as D. Incorrect. An IT asset is “Any financially valuable component
quickly as possible.”. Ref 5.2.5 that can contribute to the delivery of an IT product or service.”
C. Correct. “An effective incident workaround can become a Ref 5.2.11
permanent way of dealing with some problems when
resolving the problem is not viable or cost-effective. In this
case, the problem remains in the known error status, and
the documented workaround is applied should related
incidents occur”. Ref 5.2.8
D. Incorrect. The problem record is not deleted. “Workarounds
are documented in problem records”. “.. the problem remains in
the known error status, and the documented workaround is
applied should related incidents occur”. Ref 5.2.8

200 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 201
 34. Which describes outcomes? 36. Which practices are typically involved in the implementation of a problem resolution?
A. Tangible or intangible deliverables 1. Continual improvement
B. Functionality offered by a product or service 2. Service request management
C. Results desired by a stakeholder 3. Service level management
D. Configuration of an organization’s resources 4. Change enablement
Q A Syllabus Ref Rationale
A. 1 and 2
34 C 1.2.d A. Incorrect. “A tangible or intangible deliverable of an activity”
B. 2 and 3
is the definition of an output, not an outcome. Ref 2.5.1
C. 3 and 4
B. Incorrect. “The functionality offered by a product or service to
D. 1 and 4
meet a particular need” is the definition of utility, not an
outcome. The utility of the service may facilitate outcomes. Ref Q A Syllabus Ref Rationale
2.5.4 36 D 7.1.d D. Correct.
C. Correct. An outcome is “a result for a stakeholder (1) “Problem management activities can identify
enabled by one or more outputs”. The definition of a improvement opportunities in all four dimensions of
service describes how the value of a service enables value service management. Solutions can in some cases be
co-creation by facilitating outcomes that customers want treated as improvement opportunities, so they are
included in a continual improvement register (CIR), and
to achieve. Ref 2.5.1
continual improvement techniques are used to prioritize
D. Incorrect. A product is “a configuration of an organization’s
and manage them.”
resources designed to offer value for a consumer.” Ref 2.3.1
(4) “Error control also includes identification of potential
permanent solutions which may result in a change request
35. Which is NOT a key focus of the ‘information and technology’ dimension? for implementation of a solution.” Ref 5.2.8
A. Security and compliance A, B C. Incorrect.
(2) “The purpose of the service request management practice is
B. Communication systems and knowledge bases
to support the agreed quality of a service by handling all pre-
Appendix 2

Appendix 2
C. Workflow management and inventory systems
defined, user-initiated service requests in an effective and user-
Resources

Resources
D. Roles and responsibilities
friendly manner.” Ref 5.2.16
Q A Syllabus Ref Rationale (3) “The purpose of the service level management practice is to
35 D 3.1.b A. Incorrect. “The challenges of information management, such set clear business-based targets for service levels, and to
as those presented by security and regulatory compliance ensure that delivery of services is properly assessed, monitored,
requirements, are also a focus of [the ‘information and and managed against these targets.” Ref 5.2.15
technology] dimension”. Ref 3.2
B. Incorrect. “The technologies that support service 37. Which is a key consideration for the guiding principle ‘keep it simple and practical’?
management include, but are not limited to, workflow A. Try to create a solution for every exception
management systems, knowledge bases, inventory systems, B. Understand how each element contributes to value creation
communication systems, and analytical tools”. Ref 3.2 C. Ignore the conflicting objectives of different stakeholders
C. Incorrect. “The technologies that support service D. Start with a complex solution, then simplify
management include, but are not limited to, workflow
Q A Syllabus Ref Rationale
management systems, knowledge bases, inventory systems,
37 B 2.2.f A. Incorrect. “Trying to provide a solution for every exception
communication systems, and analytical tools.” Ref 3.2
will often lead to over-complication. When creating a process or
D. Correct. “The organizations and people dimension of a
a service, designers need to think about exceptions, but they
service covers roles and responsibilities, formal cannot cover them all. Instead, rules should be designed that
organizational structures, culture, and required staffing can be used to handle exceptions generally.” Ref 4.3.6
and competencies, all of which are related to the creation, B. Correct. The ‘keep it simple and practical’ guiding
delivery, and improvement of a service.” Ref 3.1 principle states: “When analyzing a practice, process,
service, metric, or other improvement target, always ask
whether it contributes to value creation.” Ref 4.3.6.1
C. Incorrect. “When designing, managing, or operating practices,
be mindful of conflicting objectives ... the organization should
agree on a balance between its competing objectives.” Ref
4.3.6.2
D. Incorrect. “It is better to start with an uncomplicated
approach and then carefully add controls, activities, or metrics
when it is seen that they are truly needed.” Ref 4.3.6.1

202 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 203
 38. What should be done first when applying the ‘focus on value’ guiding principle? 40. What is the definition of warranty?
A. Identify the outcomes that the service facilitates A. A tangible or intangible deliverable that is produced by carrying out an activity
B. Identify all suppliers and partners involved in the service B. The assurance that a product or service will meet agreed requirements
C. Determine who the service consumer is in each situation C. A possible event that could cause harm or loss, or make it more difficult to achieve
D. Determine the cost of providing the service objectives
D. The functionality offered by a product or service to meet a particular need
Q A Syllabus Ref Rationale
38 C 2.2.a A. Incorrect. It is essential to determine who the service Q A Syllabus Ref Rationale
consumer is, and what they value. The outcomes should be 40 B 1.1.c A. Incorrect. An output is “A tangible or intangible deliverable of
based on this understanding, rather than determining them. an activity”. Ref 2.5.1
“The first step in focusing on value is knowing who is being B. Correct. Warranty is “assurance that a product or service
served. In each situation the service provider must, therefore, will meet agreed requirements.” Ref 2.5.4
determine who the service consumer is”. Ref 4.3.1.1 C. Incorrect. A risk is “a possible event that could cause harm or
B. Incorrect. Suppliers and partners are possible stakeholders, loss, or make it more difficult to achieve objectives”. Ref 2.5.3
but it is important to identify the service consumer first. “The D. Incorrect. Utility is “the functionality offered by a product or
first step in focusing on value is knowing who is being served. In service to meet a particular need”. Ref 2.5.4
each situation the service provider must, therefore, determine
who the service consumer is”. Ref 4.3.1.1
C. Correct. “The first step in focusing on value is knowing
who is being served. In each situation the service provider
must, therefore, determine who the service consumer is”.
Ref 4.3.1.1
D. Incorrect. The cost of providing the service may have some
impact on the value from the perspective of the service
provider. But “The first step in focusing on value is knowing who
Appendix 2

Appendix 2
is being served. In each situation the service provider must,
Resources

Resources
therefore, determine who the service consumer is”. Ref 4.3.1.1

39. A service provider describes a package that includes a laptop with software, licenses, and
support. What is this package an example of?
A. Value
B. An outcome
C. Warranty
D. A service offering
Q A Syllabus Ref Rationale
39 D 1.3.a A. Incorrect. The combination of things described in this option
may help to create value, but it is not an example of value.
Value is “the perceived benefits, usefulness and importance of
something.” Ref 2.1
B. Incorrect. The combination of things described in this option
may help to create an outcome, but it is not an example of an
outcome. Outcome is “a result for a stakeholder enabled by one
or more outputs.” Ref 2.5.1
C. Incorrect. Warranty is “assurance that a product or service
will meet agreed requirements.” New functionality may or may
not affect warranty. Ref 2.5.4
D. Correct. Service providers define combinations of goods,
access to resources and service actions, to address the
needs of different consumer groups. These combinations
are called service offerings. Ref 2.3.2

204 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 205
 Sample Paper 1 Sample Paper 1
Question Booklet with Answers and Rationales Question Booklet with Answers and Rationales

1. Which practice is responsible for moving components to live environments? 1. Which practice is responsible for moving components to live environments?
A. Change enablement A. Change enablement
B. Release management B. Release management
C. IT asset management C. IT asset management
D. Deployment management D. Deployment management
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
1 D 6.1.h A. Incorrect. “The purpose of the change enablement practice is 1 D 6.1.h A. Incorrect. “The purpose of the change enablement practice is
to maximize the number of successful service and product to maximize the number of successful service and product
changes by ensuring that risks have been properly assessed, changes by ensuring that risks have been properly assessed,
authorizing changes to proceed, and managing the change authorizing changes to proceed, and managing the change
schedule”. Ref 5.2.4 schedule”. Ref 5.2.4
B. Incorrect. “The purpose of the release management practice B. Incorrect. “The purpose of the release management practice
is to make new and changed services and features available for is to make new and changed services and features available for
use.” Ref 5.2.9 use.” Ref 5.2.9
C. Incorrect. “The purpose of the IT asset management practice C. Incorrect. “The purpose of the IT asset management practice
is to plan and manage the full lifecycle of all IT assets”. Ref 5.2.6 is to plan and manage the full lifecycle of all IT assets”. Ref 5.2.6
D. Correct. “The purpose of the deployment management D. Correct. “The purpose of the deployment management
practice is to move new or changed hardware, software, practice is to move new or changed hardware, software,
Appendix 2

Appendix 2
documentation, processes, or any other component to live documentation, processes, or any other component to live
Resources

Resources
environments.” Ref 5.3.1 environments.” Ref 5.3.1

2. Which practice includes the classification and ownership of queries and requests from users? 2. Which practice includes the classification and ownership of queries and requests from users?
A. Service desk A. Service desk
B. Incident management B. Incident management
C. Change enablement C. Change enablement
D. Service level management D. Service level management
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
2 A 7.1.f A. Correct. “Service desks provide a clear path for users to 2 A 7.1.f A. Correct. “Service desks provide a clear path for users to
report issues, queries, and requests, and have them report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned”. Ref 5.2.14 acknowledged, classified, owned, and actioned”. Ref 5.2.14
B. Incorrect. The ‘incident management’ practice deals only with B. Incorrect. The ‘incident management’ practice deals only with
incidents, not queries and requests. “The purpose of the incidents, not queries and requests. “The purpose of the
incident management practice is to minimize the negative incident management practice is to minimize the negative
impact of incidents by restoring normal service operation as impact of incidents by restoring normal service operation as
quickly as possible”. Ref 5.2.5 quickly as possible”. Ref 5.2.5
C. Incorrect. The ‘change enablement’ practice deals only with C. Incorrect. The ‘change enablement’ practice deals only with
change requests, not other queries and requests. “The purpose change requests, not other queries and requests. “The purpose
of the change enablement practice is to maximize the number of the change enablement practice is to maximize the number
of successful service and product changes by ensuring that risks of successful service and product changes by ensuring that risks
have been properly assessed, authorizing changes to proceed, have been properly assessed, authorizing changes to proceed,
and managing the change schedule”. Ref 5.2.4 and managing the change schedule”. Ref 5.2.4
D. Incorrect. The ‘service level management’ practice ensures D. Incorrect. The ‘service level management’ practice ensures
service targets are met. It does not manage queries and service targets are met. It does not manage queries and
requests from users. “The purpose of the service level requests from users. “The purpose of the service level
management practice is to set clear business-based targets for management practice is to set clear business-based targets for
service performance, so that the delivery of a service can be service performance, so that the delivery of a service can be
properly assessed, monitored, and managed against these properly assessed, monitored, and managed against these
targets”. Ref 5.2.15 targets”. Ref 5.2.15

206 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 207
 Sample Paper 1
Question Booklet with Answers and Rationales

1. Which practice is responsible for moving components to live environments?

A. Change enablement
B. Release management
C. IT asset management
D. Deployment management
Q A Syllabus Ref Rationale
1 D 6.1.h A. Incorrect. “The purpose of the change enablement practice is
to maximize the number of successful service and product
changes by ensuring that risks have been properly assessed,
authorizing changes to proceed, and managing the change
schedule”. Ref 5.2.4
B. Incorrect. “The purpose of the release management practice
is to make new and changed services and features available for
use.” Ref 5.2.9
C. Incorrect. “The purpose of the IT asset management practice
is to plan and manage the full lifecycle of all IT assets”. Ref 5.2.6
D. Correct. “The purpose of the deployment management
practice is to move new or changed hardware, software,
Appendix 2

Appendix 2
documentation, processes, or any other component to live
Resources

Resources
environments.” Ref 5.3.1

2. Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management
Q A Syllabus Ref Rationale
2 A 7.1.f A. Correct. “Service desks provide a clear path for users to
report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned”. Ref 5.2.14
B. Incorrect. The ‘incident management’ practice deals only with
incidents, not queries and requests. “The purpose of the
incident management practice is to minimize the negative
impact of incidents by restoring normal service operation as
quickly as possible”. Ref 5.2.5
C. Incorrect. The ‘change enablement’ practice deals only with
change requests, not other queries and requests. “The purpose
of the change enablement practice is to maximize the number
of successful service and product changes by ensuring that risks
have been properly assessed, authorizing changes to proceed,
and managing the change schedule”. Ref 5.2.4
D. Incorrect. The ‘service level management’ practice ensures
service targets are met. It does not manage queries and
requests from users. “The purpose of the service level
management practice is to set clear business-based targets for
service performance, so that the delivery of a service can be
properly assessed, monitored, and managed against these
targets”. Ref 5.2.15

208 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 209
 3. Which is the purpose of the 'monitoring and event management' practice?
Sample Paper 2:
A. To ensure that accurate and reliable information about the configuration of services is
Question Booklet with Answers and Rationales available when and where it is needed
B. To systematically observe services and service components, and record and report
selected changes of state
1. What is the effect of increased automation on the 'service desk' practice? C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as
A. Greater ability to focus on customer experience when personal contact is needed quickly as possible
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people Q A Syllabus Ref Rationale
D. Elimination of the need to escalate incidents to support teams 3 B 6.1.e A. Incorrect. "The purpose of the service configuration
management practice is to ensure that accurate and reliable
Q A Syllabus Ref Rationale information about the configuration of services, and the CIs that
1 A 7.1.f A. Correct. "With increased automation… The impact on support them, is available when and where it is needed". Ref
service desks is reduced phone contact, less low-level work, 5.2.11
and a greater ability to focus on excellent CX when personal B. Correct. "The purpose of the monitoring and event
contact is needed". Ref 5.2.14 management practice is to systematically observe services
B. Incorrect. The effect of automation is to increase self-service, and service components, and record and report selected
not to decrease it. "With increased automation, AI, robotic changes of state identified as events". Ref 5.2.7
process automation (RPA), and chatbots, service desks are C. Incorrect. "The purpose of the information security
moving to provide more self-service logging and resolution management practice is to protect the information needed by
directly via online portals and mobile applications". Ref 5.2.14 the organization to conduct its business". Ref 5.1.3
C. Incorrect. The opposite is true. "With increased automation C. Incorrect. "The purpose of the incident management practice
and the gradual removal of technical debt, the focus of the is to minimize the
service desk is to provide support for ‘people and business’ negative impact of incidents by restoring normal service
Appendix 2

Appendix 2
rather than simply technical issues". Ref 5.2.14 operation as quickly as possible". Ref 5.2.5
Resources

Resources
D. Incorrect. The use of automation will not eliminate the need
to escalate incidents. "A key point to be understood is that, no 4. What should all 'continual improvement' decisions be based on?
matter how efficient the service desk and its people are, there
will always be issues that need escalation and underpinning A. Details of how services are measured
support from other teams". Ref 5.2.14 B. Accurate and carefully analyzed data
C. An up-to-date balanced scorecard
2. Which term describes the functionality offered by a service? D. A recent maturity assessment

A. Cost Q A Syllabus Ref Rationale

B. Utility 4 B 7.1.a A. Incorrect. How services are measured is important, however
C. Warranty only accurate data can drive fact-based decisions for
D. Risk improvement. Ref 5.1.2
B. Correct. "Accurate data, carefully analyzed and
Q A Syllabus Ref Rationale understood, is the foundation of fact-based decision-
2 B 1.2.g A. Incorrect. Cost is "The amount of money spent on a specific making for improvement." The 'continual improvement'
activity or resource." Ref 2.5.2 practice should be supported by relevant data sources and
B. Correct. Utility is "The functionality offered by a product by skilled data analytics to ensure that each potential
or service." Ref 2.5.4 improvement situation is sufficiently understood. Ref 5.1.2
C. Incorrect. Warranty is "Assurance that a product or service will C. Incorrect. A balanced scorecard is one input to making a
meet agreed requirements". Ref 2.5.4 decision, but on its own it does not serve as the foundation for
D. Incorrect. A risk is "A possible event that could cause harm or fact-based decisions. Ref 5.1.2
loss, or make it more difficult to achieve objectives". Ref 2.5.3 D. Incorrect. Maturity assessments are useful but they provide
only one piece of information, as opposed to providing the
foundations for decision-making in the continual improvement
practice. Ref 5.1.2

210 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 211
 5. How do all value chain activities transform inputs to outputs? 7. What is the starting point for optimization?
A. By determining service demand A. Securing stakeholder engagement
B. By using a combination of practices B. Understanding the vision and objectives of the organization
C. By using a single functional team C. Determining where the most positive impact would be
D. By implementing process automation D. Standardizing practices and services
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
5 B 5.1 A. Incorrect. Demand is the input to the service value chain. 7 B 2.2.g A. Incorrect. This is step 4 of the principle 'optimize and
Value chain activities "represent the steps an organization takes automate': "Ensure the optimization has the appropriate level of
in the creation of value. Each activity contributes to the value stakeholder engagement and commitment." Ref 4.3.7.1
chain by transforming specific inputs into outputs." Ref 4.5 B. Correct. The first step of the principle 'optimize and
B. Correct. "To convert inputs into outputs, the value chain automate' is: "Understand and agree the context in which
activities use different combinations of ITIL practices." Ref the proposed optimization exists. This includes agreeing the
4.5 overall vision and objectives of the organization." Ref 4.3.7.1
C. Incorrect. It uses various resources from different practices
C. Incorrect. This is step 2 of the principle 'optimize and
when needed. "To convert inputs into outputs, the value chain
automate': "Assess the current state of the proposed
activities use different combinations of ITIL practices (sets of
optimization. This will help to understand where it can be
resources for performing certain types of work), drawing on
internal or third-party resources, processes, skills, and improved and which improvement opportunities are likely to
competencies as required.” Ref 4.5 produce the biggest positive impact." Ref 4.3.7.1
D. Incorrect. The 'optimize and automate' guiding principle D. Incorrect. This is step 3 of the principle 'optimize and
recommends that activities should be automated where this is automate': "Agree what the future state and priorities of the
practical but the service value chain does not require organization should be, focusing on simplification and value.
automation. "Technology should not always be relied upon This typically also includes standardization of practices and
without the capability of human intervention, as automation for services, which will make it easier to automate or optimize
automation's sake can increase costs and reduce organizational further at a later point." Ref 4.3.7.1
robustness and resilience." Ref 4.3.7
Appendix 2

Appendix 2
Resources

Resources
8. Identify the missing words in the following sentence.
6. How does customer engagement contribute to the 'service level management' practice?
The purpose of the [?] is to ensure that the organization continually co-creates value with all
1. It captures information that metrics can be based on
stakeholders in line with the organization's objectives.
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests A. ‘focus on value’ guiding principle
4. It supports progress discussions B. four dimensions of service management
C. service value system
A. 1 and 2 D. ‘service request management’ practice
B. 2 and 3
Q A Syllabus Ref Rationale
C. 3 and 4 A. Incorrect. The 'focus on value' guiding principle guides an
8 C 4.1
D. 1 and 4 organization to consider the needs of the service consumer. It
Q A Syllabus Ref Rationale cannot ensure that the organization continually co-creates value
6 D 7.1.g D. Correct. with all stakeholders. Ref 4.3.1
(1) (4) "Customer engagement: This involves initial B. Incorrect. The four dimensions "represent perspectives which
listening, discovery, and information capture on which to are relevant to the whole SVS, including the entirety of the
base metrics, measurement, and ongoing progress service value chain and all ITIL practices." They do not ensure
discussions." Ref 5.2.15 that the organization continually co-creates value with all
A, B, C. Incorrect. stakeholders. Ref 3
(2) Service level management "ensures the organization meets C. Correct. "The purpose of the SVS is to ensure that the
the defined service levels through the collection, analysis, organization continually co-creates value with all
storage, and reporting of the relevant metrics for the identified stakeholders through the use and management of products
services," not just through customer engagement. Ref 5.2.15 and services." Ref 4.1
It may define the requirements for service requests but defining
D. Incorrect. The purpose of the 'service request management'
the workflow is part of ‘service request management’. "When
practice is to "support the agreed quality of a service by
new service requests need to be added to the service catalogue,
handling all pre-defined, user-initiated service requests in an
existing workflow models should be leveraged whenever
effective and user-friendly manner." It doesn't ensure that the
possible." Ref 5.2.16
organization continually co-creates value with all stakeholders.
Ref 5.2.16

212 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 213
 9. Which practice provides support for managing feedback, compliments and complaints from 11. Which practice may involve the initiation of disaster recovery?
users?
A. Incident management
A. Change enablement B. Service request management
B. Service request management C. Service level management
C. Problem management D. IT asset management
D. Incident management
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale 11 A 7.1.c A. Correct. "In some extreme cases, disaster recovery plans
9 B 7.1.e A. Incorrect. "The purpose of the change enablement practice is may be invoked to resolve an incident." Ref 5.2.5
to maximize the number of successful service and product B. Incorrect. "Service requests are a normal part of service
changes by ensuring that risks have been properly assessed, delivery and are not a failure or degradation of service, which
authorizing changes to proceed, and managing the change are handled as incidents." Ref 5.2.16
schedule.” Ref 5.2.4 C. Incorrect. "The purpose of the service level management
B. Correct. "The purpose of the service request practice is to set clear business-based targets for service levels,
management practice is to support the agreed quality of a and to ensure that delivery of services is properly assessed,
service by handling all pre-defined, user-initiated service monitored, and managed against these targets." Ref 5.2.15
requests in an effective and user-friendly manner," and D. Incorrect. "The purpose of the IT asset management practice
"Each service request may include one or more of the is to plan and manage the full lifecycle of all IT assets." Asset
following: ... feedback, compliments, and complaints (for management "includes the acquisition, operation, care and
example, complaints about a new interface or compliments disposal of organizational assets." Ref 5.2.6
to a support team)." Ref 5.2.16
C. Incorrect. "The purpose of the problem management practice 12. What type of change is MOST likely to be managed by the 'service request management'
is to reduce the likelihood and impact of incidents by identifying practice?
actual and potential causes of incidents, and managing
A. A normal change
workarounds and known errors." Ref 5.2.8
Appendix 2

Appendix 2
B. An emergency change
D. Incorrect. "The purpose of the incident management practice
Resources

Resources
C. A standard change
is to minimize the negative impact of incidents by restoring
D. An application change
normal service operation as quickly as possible." Ref 5.2.5
Q A Syllabus Ref Rationale
10. Which joint activity performed by a service provider and service consumer ensures continual 12 C 7.1.e A. Incorrect. "Normal changes: These are changes that need to
value co-creation? be scheduled, assessed, and authorized". This is supported by
the ‘change enablement’ practice, not by 'service request
A. Service provision
management'. Ref 5.2.4
B. Service consumption
B. Incorrect. "As far as possible, emergency changes should be
C. Service offering
subject to the same testing, assessment, and authorization as
D. Service relationship management
normal changes." This is supported by the ‘change enablement’
Q A Syllabus Ref Rationale practice, not by 'service request management'. Ref 5.2.4
10 D 1.3.b A. Incorrect. Service provision is not a joint activity; it is C. Correct. "Fulfilment of service requests may include
performed by a service provider. Ref 2.4.1 changes to services or their components; usually these are
B. Incorrect. Service consumption is not a joint activity; it is standard changes." and "Standard changes: These are low-
performed by a service consumer. Ref 2.4.1 risk, pre-authorized changes that are well understood and
C. Incorrect. Service offering is not an activity; it is "A description fully documented, and can be implemented without
of one or more services, designed to address the needs of a needing additional authorization. They are often initiated
target consumer group. A service offering may include goods, as service requests". Ref 5.2.16, 5.2.4
access to resources, and service actions". Ref 2.3.2 D. Incorrect. "The scope of change enablement is defined by
D. Correct. Service relationship management is "Joint each organization. It will typically include all IT infrastructure,
activities performed by a service provider and a service applications, documentation, processes". Some application
consumer to ensure continual value co-creation based on changes may be managed as standard changes, but others will
agreed and available service offerings". Ref 2.4.1 be normal or emergency changes and will be supported by the
'change enablement' practice. Ref 5.2.4

214 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 215
 13. Which guiding principle emphasizes the need to understand the flow of work in progress, 15. Which statement about change authorization is CORRECT?
identify bottlenecks, and uncover waste?
A. A change authority should be assigned to each type of change and change model
A. Focus on value B. Centralizing change authorization to a single person is the most effective means of
B. Collaborate and promote visibility authorization
C. Think and work holistically C. The authorization of normal changes should be expedited to ensure they can be
D. Keep it simple and practical implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change
Q A Syllabus Ref Rationale
A. Incorrect. 'Focus on value' states that all improvement work authority
13 B 2.2.d
should deliver measurable value for customers and other Q A Syllabus Ref Rationale
stakeholders, but it does not specifically highlight the need to 15 A 7.1.b A. Correct. "It is essential that the correct change
understand the flow of work, identify bottlenecks, and uncover
authority is assigned to each type of change to ensure that
waste. Ref 4.3.1
change enablement is both efficient and effective." Ref
B. Correct. ‘Collaborate and promote’ visibility states
"Insufficient visibility of work leads to poor decision- 5.2.4
making, which in turn impacts the organization’s ability to B. Incorrect. There is no rule that centralizing change authority
improve internal capabilities. It will then become difficult to is the most effective method. In some cases, decentralizing
drive improvements as it will not be clear which ones are decision-making is better: "In high-velocity organizations, it is a
likely to have the greatest positive impact on results. To common practice to decentralize change approval, making the
avoid this, the organization needs to perform such critical peer review a top predictor of high performance." Ref 5.2.4
analysis activities as: understanding the flow of work in C. Incorrect. This answer confuses normal changes with
progress; identifying bottlenecks, as well as excess capacity;
emergency changes. "Emergency changes are not typically
and uncovering waste". Ref 4.3.4.3
included in a change schedule, and the process for assessment
C. Incorrect. 'Think and work holistically' states that the
organization should work in an integrated way on the whole, not and authorization is expedited to ensure they can be
just on the parts, but it does not specifically highlight the need implemented quickly." Ref 5.2.4
to understand the flow of work, identify bottlenecks, and D. Incorrect. Standard changes are usually low risk and pre-
Appendix 2

Appendix 2
uncover waste. Ref 4.3.5 authorized. "These are low-risk, pre-authorized changes that
Resources

Resources
D. Incorrect. 'Keep it simple and practical' states that the are well understood and fully documented, and can be
organization should use the minimum number of steps, and implemented without needing additional authorization." Ref
eliminate steps that produce no useful outcome. This does imply 5.2.4
that you should uncover waste, but it does not specifically
highlight the need to understand the flow of work and identify
bottlenecks. Ref 4.3.6

14. What is a means of enabling value co-creation by facilitating outcomes that customers want
to achieve?
A. A service
B. An output
C. A practice
D. Continual improvement
Q A Syllabus Ref Rationale
14 A 1.1.a A. Correct. A service is "A means of enabling value co-
creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific
costs and risks." Ref 2.3.1
B. Incorrect. An output is "A tangible or intangible deliverable of
an activity." Ref 2.5.1
C. Incorrect. Practices are "Sets of organizational resources
designed for performing work or accomplishing an objective."
Ref 4.1
D. Incorrect. 'Continual improvement' is a practice "to align the
organization’s practices and services with changing business
needs." Ref 5.1.2

216 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 217
 16. Which dimension of service management considers governance, management, and 18. Which statement about known errors and problems is CORRECT?
communication?
A. Known error is the status assigned to a problem after it has been analyzed
A. Organizations and people B. A known error is the cause of one or more problems
B. Information and technology C. Known errors cause vulnerabilities, problems cause incidents
C. Partners and suppliers D. Known errors are managed by technical staff, problems are managed by service
D. Value streams and processes management staff
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
16 A 3.1.a A. Correct. "It is important to ensure that the way an 18 A 7.1.d A. Correct. Known errors "are problems where initial
organization is structured and managed, as well as its roles, analysis has been completed; it usually means that faulty
responsibilities, and systems of authority and components have been identified… the problem remains in
the known error status, and the documented workaround is
communication, is well defined and supports its overall
applied". Ref 5.2.8
strategy and operating model." Ref 3.1
B. Incorrect. A problem is "A cause, or potential cause, of one or
B. Incorrect. The 'information and technology' dimension more incidents." A known error is "A problem that has been
"includes the information and knowledge necessary for the analyzed but has not been resolved." Known errors do not
management of services, as well as the technologies required. It cause problems; they are problems that have been analyzed but
also incorporates the relationships between different not yet resolved. Ref 5.2.8
components of the SVS, such as the inputs and outputs of C. Incorrect. Both known errors and problems cause incidents. A
activities and practices." Ref 3.2 problem is "A cause, or potential cause, of one or more
C. Incorrect. "The partners and suppliers dimension incidents." A known error is "A problem that has been analyzed
but has not been resolved." Both problems and known errors
encompasses an organization’s relationships with other
may be vulnerabilities: "Every service has errors, flaws, or
organizations that are involved in the design, development,
vulnerabilities that may cause incidents." Ref 5.2.8
deployment, delivery, support and/or continual improvement of D. Incorrect. "Many problem management activities rely on the
services. It also incorporates contracts and other agreements knowledge and experience of staff, rather than on following
between the organization and its partners or suppliers." Ref 3.3 detailed procedures. People responsible for diagnosing
Appendix 2

Appendix 2
D. Incorrect. The 'value streams and processes' dimension "is problems often need the ability to understand complex systems,
Resources

Resources
concerned with how the various parts of the organization work and to think about how different failures might have occurred.
in an integrated and coordinated way to enable value creation Developing this combination of analytic and creative ability
through products and services." Ref 3.4 requires mentoring and time, as well as suitable training." These
people might work in a technical role, or in a service
management role. Ref 5.2.8
17. Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved. 19. What does the 'service request management' practice depend on for maximum efficiency?
A. logged A. Compliments and complaints
B. analyzed B. Self-service tools
C. escalated C. Processes and procedures
D. closed D. Incident management
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
17 B 6.2.g A. Incorrect. A known error is ”A problem that has been analyzed 19 C 7.1.e A. Incorrect. Compliments and complaints are examples of
but has not been resolved". If a problem has been logged but service requests. The efficiency of the practice does not depend
not analyzed, it would not be considered a known error. Ref on them. Ref 5.2.16
5.2.8 B. Incorrect. Many service requests are initiated and fulfilled
using self-service tools, but not all are appropriate for this
B. Correct. A known error is ”A problem that has been
approach. Ref 5.2.16
analyzed but has not been resolved". Ref 5.2.8
C. Correct. "Service request management is dependent upon
C. Incorrect. A known error is ”A problem that has been analyzed well-designed processes and procedures, which are
but has not been resolved" – it may or may not be escalated. Ref operationalized through tracking and automation tools to
5.2.8 maximize the efficiency of the practice." Ref 5.2.16
D. Incorrect. A known error is ”A problem that has been analyzed D. Incorrect. "Service requests are a normal part of service
but has not been resolved". If a problem has been closed, it delivery and are not a failure or degradation of service, which are
would not be considered a known error. Ref 5.2.8 handled as incidents." Ref 5.2.16

218 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 219
 20. Which statement about the 'service desk' practice is CORRECT? 22. Which practice has a purpose that includes restoring normal service operation as quickly as
possible?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization A. Supplier management
C. It investigates the cause of incidents B. Deployment management
D. It needs a practical understanding of the business processes C. Problem management
D. Incident management
Q A Syllabus Ref Rationale
20 D 7.1.f A. Incorrect. This is a purpose of 'relationship management': "to Q A Syllabus Ref Rationale
establish and nurture the links between the organization and its 22 D 6.1.k A. Incorrect. "The purpose of the supplier management practice
stakeholders at strategic and tactical levels." Ref 5.1.9 is to ensure that the organization’s suppliers and their
B. Incorrect. "Service desks provide a clear path for users to performances are managed appropriately to support the
report issues, queries, and requests, and have them seamless provision of quality products and services." Ref 5.1.13
acknowledged, classified, owned, and actioned." This does not B. Incorrect. "The purpose of the deployment management
include the assessment and authorization of changes. This will practice is to move new or changed hardware, software,
be provided by the 'change enablement' practice. Ref 5.2.14 documentation, processes, or any other component to live
C. Incorrect. Investigating the cause of incidents is a purpose of environments. It may also be involved in deploying components
‘problem management’. “The purpose of the problem to other environments, for testing or staging." Ref 5.3.1
management practice is to reduce the likelihood and impact of C. Incorrect. "The purpose of the problem management practice
incidents by identifying actual and potential causes of incidents.” is to reduce the likelihood and impact of incidents by identifying
Ref 5.2.8 actual and potential causes of incidents, and managing
D. Correct. "Another key aspect of a good service desk is its workarounds and known errors." Ref 5.2.8
practical understanding of the wider organization, the D. Correct. "The purpose of the incident management
business processes, and the users." Ref 5.2.14 practice is to minimize the negative impact of incidents by
restoring normal service operation as quickly as possible."
21. Which practice ensures that accurate and reliable information is available about Ref 5.2.5
Appendix 2

Appendix 2
configuration items and the relationships between them?
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23. Identify the missing word in the following sentence.
A. Service configuration management
B. Service desk A customer is the role that defines the requirements for a service and takes responsibility
C. IT asset management for the [?] of service consumption.
D. Monitoring and event management
A. outputs
Q A Syllabus Ref Rationale B. outcomes
21 A 6.1.g A. Correct. "The purpose of the service configuration C. costs
management practice is to ensure that accurate and D. risks
reliable information about the configuration of services,
Q A Syllabus Ref Rationale
and the CIs that support them, is available when and where
23 B 1.1.d A. Incorrect. "Customer: The role that defines the requirements
it is needed. This includes information on how CIs are
for a service and takes responsibility for the outcomes of service
configured and the relationships between them". Ref 5.2.11
consumption." Ref 2.2.2
B. Incorrect. "The purpose of the service desk practice is to
B. Correct. "Customer: The role that defines the
capture demand for incident resolution and service requests".
requirements for a service and takes responsibility for the
Ref 5.2.14
outcomes of service consumption." Ref 2.2.2
C, Incorrect. "The purpose of the IT asset management practice
C. Incorrect. "Customer: The role that defines the requirements
is to plan and manage the full lifecycle of all IT assets, to help
for a service and takes responsibility for the outcomes of service
the organization: maximize value, control costs, manage risks,
consumption." Ref 2.2.2
support decision-making about purchase, re-use, and disposal
D. Incorrect. "Customer: The role that defines the requirements
of assets". Ref 5.2.6
for a service and takes responsibility for the outcomes of service
D. Incorrect. "The purpose of the monitoring and event
consumption." Ref 2.2.2
management practice is to systematically observe services and
service components, and record and report selected changes of
state identified as events". Ref 5.2.7

220 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 221
 24. Which guiding principle describes the importance of doing something, instead of spending a 26. How should an organization include third-party suppliers in the continual improvement of
long time analyzing different options? services?
A. Optimize and automate A. Ensure suppliers include details of their approach to service improvement in contracts
B. Start where you are B. Require evidence that the supplier uses agile development methods
C. Focus on value C. Require evidence that the supplier implements all improvements using project
D. Progress iteratively with feedback management practices
D. Ensure that all supplier problem management activities result in improvements
Q A Syllabus Ref Rationale
24 D 2.2.c A. Incorrect. 'Optimize and automate' says that you should Q A Syllabus Ref Rationale
understand and optimize something before you automate it. 26 A 7.1.a A. Correct "When contracting for a supplier’s service, the
"Attempting to automate something that is complex or contract should include details of how they will measure,
suboptimal is unlikely to achieve the desired outcome." Ref report on, and improve their services over the life of the
4.3.7.3 contract." Ref 5.1.2
B. Incorrect. 'Start where you are' says that you should B. Incorrect. Agile methods do take an incremental approach, as
understand the current situation before making changes. they "focus on making improvements incrementally at a
"Services and methods already in place should be measured cadence"; however, this alone would not guarantee a supplier is
and/or observed directly to properly understand their current committed to continual improvement. Ref 5.1.2
C. Incorrect. Many improvement initiatives use project
state and what can be re-used from them. Decisions on how to
management practices, but it may not be practical to do so for
proceed should be based on information that is as accurate as
some. "Many improvement initiatives will use project
possible." Ref 4.3.2.1
management practices to organize and manage their
C. Incorrect. 'Focus on value' says that each improvement execution", but not all improvement initiatives. Ref 5.1.2
iteration should create value for stakeholders "All activities D. Incorrect. Many 'problem management' activities will result in
conducted by the organization should link back, directly or improvements, however not all supplier problems will result in
indirectly, to value for itself, its customers, and other improvements, so this is not a sensible approach. "It is not
stakeholders." Ref 4.3.1 essential to analyze every problem; it is more valuable to make
D. Correct. ‘Progress iteratively with feedback’ recommends significant progress on the highest-priority problems than to
Appendix 2

Appendix 2
comprehending "the whole, but do something: Sometimes investigate every minor problem that the organization is aware
Resources

Resources
the greatest enemy to progressing iteratively is the desire of." Ref 5.2.8
to understand and account for everything. This can lead to
what has sometimes been called ‘analysis paralysis’, in
which so much time is spent analyzing the situation that
nothing ever gets done about it." Ref 4.3.3.3

25. What should be done for every problem?

A. It should be diagnosed to identify possible solutions
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should have a workaround to reduce the impact
Q A Syllabus Ref Rationale
25 B 7.1.d A. Incorrect. "It is not essential to analyze every problem; it is
more valuable to make significant progress on the highest-
priority problems than to investigate every minor problem that
the organization is aware of." Ref 5.2.8
B. Correct. "Problems are prioritized for analysis based on
the risk that they pose, and are managed as risks based on
their potential impact and probability." Ref 5.2.8
C. Incorrect. "Error control also includes identification of
potential permanent solutions which may result in a change
request for implementation of a solution, but only if this can be
justified in terms of cost, risks, and benefits." Ref 5.2.8
D. Incorrect. "When a problem cannot be resolved quickly, it is
often useful to find and document a workaround for future
incidents, based on an understanding of the problem." Ref 5.2.8

222 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 223
 27. What considerations influence the supplier strategy of an organization? 29. What is the purpose of the 'relationship management' practice?
A. Contracts and agreements A. To align the organization's practices and services with changing business needs
B. Type of cooperation with suppliers B. To establish and nurture the links between the organization and its stakeholders at
C. Corporate culture of the organization strategic and tactical levels
D. Level of formality C. To reduce the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors
Q A Syllabus Ref Rationale
A. Incorrect. "The partners and suppliers dimension D. To minimize the negative impact of incidents by restoring normal service operation as
27 C 3.1.c
encompasses an organization’s relationships with other quickly as possible
organizations that are involved in the design, development, Q A Syllabus Ref Rationale
deployment, delivery, support and/or continual improvement of
29 B 6.1.b A. Incorrect. "The purpose of the continual improvement
services. It also incorporates contracts and other agreements
practice is to align the organization’s practices and services with
between the organization and its partners or suppliers." These
considerations depend on the supplier strategy, rather than changing business needs through the ongoing improvement of
influence it. Ref 3.3 products, services, and practices, or any element involved in the
B. Incorrect. The type of cooperation with suppliers depends on management of products and services." Ref 5.1.2
the supplier strategy, rather than influence it. The forms of B. Correct. "The purpose of the relationship management
cooperation "are not fixed but exist as a spectrum. An practice is to establish and nurture the links between the
organization acting as a service provider will have a position on organization and its stakeholders at strategic and tactical
this spectrum, which will vary depending on its strategy and levels. It includes the identification, analysis, monitoring,
objectives for customer relationships." Ref 3.3
and continual improvement of relationships with and
C. Correct. "Corporate culture: some organizations have a
between stakeholders." Ref 5.1.9
historical preference for one approach over another. Long-
standing cultural bias is difficult to change without C. Incorrect. "The purpose of the problem management practice
compelling reasons." Ref 3.3 is to reduce the likelihood and impact of incidents by identifying
D. Incorrect. The level of formality depends on the form of actual and potential causes of incidents, and managing
cooperation, which in turn depends on the supplier strategy. workarounds and known errors." Ref 5.2.8
Appendix 2

Appendix 2
The forms of cooperation "are not fixed but exist as a spectrum. D. Incorrect. "The purpose of the incident management practice
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Resources
An organization acting as a service provider will have a position is to minimize the negative impact of incidents by restoring
on this spectrum, which will vary depending on its strategy and normal service operation as quickly as possible." Ref 5.2.5
objectives for customer relationships." Ref 3.3
28. What is a problem?
A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service
Q A Syllabus Ref Rationale
28 C 6.2.f A. Incorrect. Change is "The addition, modification, or removal of
anything that could have a direct or indirect effect on services."
Ref 5.2.4
B. Incorrect. An event is "Any change of state that has
significance for the management of a service or other
configuration item (CI). Events are typically recognized through
notifications created by an IT service, CI, or monitoring tool." Ref
5.2.7
C. Correct. A problem is "a cause, or potential cause, of one
or more incidents." Ref 5.2.8
D. Incorrect. An incident is ”An unplanned interruption to a
service or reduction in the quality of a service." Ref 5.2.5

224 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 225
 30. Which is intended to help an organization adopt and adapt ITIL guidance? 32. What is the reason for using a balanced bundle of service metrics?
A. The four dimensions of service management A. It reduces the number of metrics that need to be collected
B. The guiding principles B. It reports each service element separately
C. The service value chain C. It provides an outcome-based view of services
D. Practices D. It facilitates the automatic collection of metrics
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
30 B 2.1 A. Incorrect. "To support a holistic approach to service 32 C 7.1.g A. Incorrect. There would not be fewer metrics gathered,
management, ITIL defines four dimensions that collectively are although it would combine and aggregate them to provide
critical to the effective and efficient facilitation of value for clearer information. "The practice requires pragmatic focus on
customers and other stakeholders in the form of products and the whole service and not simply its constituent parts; for
services." Adopting ITIL to address these four dimensions of example, simple individual metrics (such as percentage system
ITSM helps to facilitate value but does not help the organization availability) should not be taken to represent the whole service."
to adapt ITIL guidance to its organization. Ref 3 Ref 5.2.15
B. Correct. The guiding principles can "guide organizations in B. Incorrect. The reason is to reduce reporting of the individual
their work as they adopt a service management approach system-based metrics which are not meaningful to the
and adapt ITIL guidance to their own specific needs and customer. "They should relate to defined outcomes and not
circumstances." Ref 4.3 simply operational metrics. This can be achieved with balanced
C. Incorrect. "Service value chain: A set of interconnected bundles of metrics." Ref 5.2.15.1
activities that an organization performs to deliver a valuable C. Correct. "They should relate to defined outcomes and not
product or service to its consumers and to facilitate value simply operational metrics. This can be achieved with
realization." Adopting a service value chain helps to facilitate balanced bundles of metrics." Ref 5.2.15.1
value but does not help the organization to adapt ITIL guidance D. Incorrect. This does not affect the mechanism for metric
to its organization. Ref 4.1 collection. "The practice requires pragmatic focus on the whole
D. Incorrect. Practices are sets of organizational resources service and not simply its constituent parts; for example, simple
Appendix 2

Appendix 2
designed for performing work or accomplishing an objective. individual metrics (such as percentage system availability)
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They do not help the organization to adapt ITIL guidance to its should not be taken to represent the whole service." Ref 5.2.15
organization. Ref 4.1
33. Why should incidents be prioritized?
31. What is an output?
A. To help automated matching of incidents to problems or known errors
A. A change of state that has significance for the management of a configuration item B. To identify which support team the incident should be escalated to
B. A possible event that could cause harm or loss C. To ensure that incidents with the highest business impact are resolved first
C. A result for a stakeholder D. To encourage a high level of collaboration within and between teams
D. Something created by carrying out an activity
Q A Syllabus Ref Rationale
Q A Syllabus Ref Rationale 33 C 7.1.c A. Incorrect. "Modern IT service management tools can provide
31 D 1.2.e A. Incorrect. An event is: "Any change of state that has automated matching of incidents to other incidents, problems
significance for the management of a service or other or known errors," but this is not dependent on the incident
priority, which is used to ensure that incidents with the highest
configuration item (CI). Events are typically recognized through
business impact are resolved first. Ref 5.2.5
notifications created by an IT service, CI, or monitoring tool." Ref
B. Incorrect. "More complex incidents will usually be escalated to
5.2.7 a support team for resolution. Typically, the routing is based on
B. Incorrect. Risk is "A possible event that could cause harm or the incident category, which should help to identify the correct
loss, or make it more difficult to achieve objectives." Ref 2.5.3 team." Ref 5.2.5
C. Incorrect. An outcome is "A result for a stakeholder enabled C. Correct. "Incidents are prioritized based on an agreed
by one or more outputs." Ref 2.5.1 classification to ensure that incidents with the highest
D. Correct. An output is "A tangible or intangible deliverable business impact are resolved first." Ref 5.2.5
of an activity". Ref 2.5.1 D. Incorrect. "Effective incident management often requires a
high level of collaboration within and between teams." However,
this is not dependent on the incident priority, which is used to
"ensure that incidents with the highest business impact are
resolved first". Ref 5.2.5

226 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 227
 34. Which practice has a purpose that includes helping the organization to maximize value, 36. Which value chain activity communicates the current status of all four dimensions of service
control costs and manage risks? management?
A. Relationship management A. Improve
B. IT asset management B. Engage
C. Release management C. Obtain/build
D. Service desk D. Plan
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
34 B 6.1.d A. Incorrect. "The purpose of the relationship management 36 D 5.2.a A. Incorrect. "The purpose of the improve value chain activity is
practice is to establish and nurture the links between the to ensure continual improvement of products, services, and
organization and its stakeholders at strategic and tactical levels." practices across all value chain activities and the four
Ref 5.1.9 dimensions of service management." Ref 4.5.2
B. Correct. "The purpose of the IT asset management B. Incorrect. "The purpose of the engage value chain activity is to
practice is to plan and manage the full lifecycle of all IT provide a good understanding of stakeholder needs,
assets, to help the organization: maximize value, control transparency, and continual engagement and good relationships
costs, manage risks." Ref 5.2.6 with all stakeholders." Ref 4.5.3
C. Incorrect. "The purpose of the release management practice C. Incorrect. "The purpose of the obtain/build value chain activity
is to make new and changed services and features available for is to ensure that service components are available when and
use." Ref 5.2.9 where they are needed, and meet agreed specifications." Ref
D. Incorrect. "The purpose of the service desk practice is to 4.5.5
capture demand for incident resolution and service requests." D. Correct. "The purpose of the plan value chain activity is to
Ref 5.2.14 ensure a shared understanding of the vision, current status,
and improvement direction for all four dimensions and all
35. Why should service desk staff detect recurring issues? products and services across the organization." Ref 4.5.1
Appendix 2

Appendix 2
A. To help identify problems
37. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
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Resources
B. To escalate incidents to the correct support team
C. To ensure effective handling of service requests A. Keep it simple and practical
D. To engage the correct change authority B. Optimize and automate
C. Progress iteratively with feedback
Q A Syllabus Ref Rationale
A. Correct. "Problem identification activities identify and log D. Focus on value
35 A 7.1.d
problems. These include:... detection of duplicate and Q A Syllabus Ref Rationale
recurring issues by users, service desk, and technical 37 D 2.2.a A. Incorrect. The emphasis of this principle is on how to
support staff." Ref 5.2.8
approach activities: "Always use the minimum number of steps
B. Incorrect. Identifying the correct team for escalating an
to accomplish an objective. Outcome-based thinking should be
incident is based on incident category, not recurring incidents.
"More complex incidents will usually be escalated to a support used to produce practical solutions that deliver valuable
team for resolution. Typically, the routing is based on the outcomes." Ref 4.3.6
incident category, which should help to identify the correct B. Incorrect. This principle is focused on increased effectiveness
team." Ref 5.2.5 and efficiency. "Organizations must maximize the value of the
C. Incorrect. "The purpose of the service request management work carried out by their human and technical resources." Ref
practice is to support the agreed quality of a service by handling 4.3.7
all pre-defined, user-initiated service requests in an effective C. Incorrect. This shows how to approach making changes.
and user-friendly manner." Detection of recurring issues by the
"Resist the temptation to do everything at once. Even huge
service desk is not required to do this. Ref 5.2.16
initiatives must be accomplished iteratively. By organizing work
D. Incorrect. "The person or group who authorizes a change is
known as a change authority. It is essential that the correct into smaller, manageable sections that can be executed and
change authority is assigned to each type of change to ensure completed in a timely manner, the focus on each effort will be
that change enablement is both efficient and effective." This sharper and easier to maintain." Ref 4.3.3
assignment is based on the type of change, and detection of D. Correct. "This section is mostly focused on the creation of
recurring issues by the service desk is not required to do this. value for service consumers... This value may come in
Ref 5.2.4 various forms, such as revenue, customer loyalty, lower
cost, or growth opportunities." Ref 4.3.1

228 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 229
 38. Which practice provides visibility of the organization's services by capturing and reporting on 40. Which guiding principle recommends assessing the current state and deciding what can be
service performance? reused?
A. Service desk A. Focus on value
B. Service level management B. Start where you are
C. Service request management C. Collaborate and promote visibility
D. Service configuration management D. Progress iteratively with feedback
Q A Syllabus Ref Rationale Q A Syllabus Ref Rationale
38 B 7.1.g A. Incorrect. "Service desks provide a clear path for users to 40 B 2.2.b A. Incorrect. The guiding principle 'focus on value' advises "All
report issues, queries, and requests, and have them activities conducted by the organization should link back,
acknowledged, classified, owned, and actioned." Ref 5.2.14 directly or indirectly, to value for itself, its customers, and other
B. Correct. "Service level management provides the end-to-
stakeholders." This is not the main concern of the guiding
end visibility of the organization’s services. To achieve this,
principle 'start where you are'. Ref 4.3.1
service level management:... captures and reports on
service issues, including performance against defined B. Correct. The guiding principle 'start where you are'
service levels." Ref 5.2.14 advises "Having a proper understanding of the current state
C. Incorrect. "A request from a user or a user’s authorized of services and methods is important to selecting which
representative that initiates a service action which has been elements to re-use, alter, or build upon." Ref 4.3.2.3
agreed as a normal part of service delivery." Ref 5.2.15 C. Incorrect. The focus of the guiding principle 'collaborate and
D. Incorrect. "Service configuration management collects and promote visibility' is on involving the right stakeholders and
manages information about a wide variety of CIs, typically communicating with them. "When initiatives involve the right
including hardware, software, networks, buildings, people,
people in the correct roles, efforts benefit from better buy-in,
suppliers, and documentation." Ref 5.2.11
more relevance (because better information is available for
decision-making) and increased likelihood of long-term
39. Which is the BEST example of an emergency change?
success". This is not the main concern of the guiding principle
A. The implementation of a planned new release of a software application 'start where you are'. Ref 4.3.4
Appendix 2

Appendix 2
B. A low-risk computer upgrade implemented as a service request D. Incorrect. The main concern of the guiding principle 'progress
Resources

Resources
C. The implementation of a security patch to a critical software application iteratively with feedback' is breaking initiatives into smaller
D. A scheduled major hardware and software implementation parts. "By organizing work into smaller, manageable sections
that can be executed and completed in a timely manner, the
Q A Syllabus Ref Rationale
A. Incorrect. Emergency changes "are changes that must be focus on each effort will be sharper and easier to maintain." This
39 C 7.1.b
implemented as soon as possible; for example, to resolve an is not the main concern of the guiding principle 'start where you
incident or implement a security patch." The implementation of are'. Ref 4.3.3
a planned new release of a software application does not fall
into this category and would be planned and implemented as a
normal change. Ref 5.2.4
B. Incorrect. Emergency changes "are changes that must be
implemented as soon as possible; for example, to resolve an
incident or implement a security patch." A low-risk computer
upgrade implemented as a service request does not fall into this
category. Using a service request implies that this is a standard
change, as standard changes "are often initiated as service
requests." Ref 5.2.4
C. Correct. Emergency changes are "Changes that must be
implemented as soon as possible; for example, to resolve an
incident or implement a security patch." Ref 5.2.4
D. Incorrect. Emergency changes "must be implemented as soon
as possible; for example, to resolve an incident or implement a
security patch. Emergency changes are not typically included in
a change schedule, and the process for assessment and
authorization is expedited to ensure they can be implemented
quickly." A scheduled major hardware and software
implementation does not fall into this category and would be
planned and implemented as a normal change. Ref 5.2.4

230 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 231
 Sample Paper 2:
Question Booklet with Answers and Rationales

1. What is the effect of increased automation on the 'service desk' practice?

A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
Q A Syllabus Ref Rationale
1 A 7.1.f A. Correct. "With increased automation… The impact on
service desks is reduced phone contact, less low-level work,
and a greater ability to focus on excellent CX when personal
contact is needed". Ref 5.2.14
B. Incorrect. The effect of automation is to increase self-service,
not to decrease it. "With increased automation, AI, robotic
process automation (RPA), and chatbots, service desks are
moving to provide more self-service logging and resolution
directly via online portals and mobile applications". Ref 5.2.14
C. Incorrect. The opposite is true. "With increased automation
and the gradual removal of technical debt, the focus of the
service desk is to provide support for ‘people and business’
Appendix 2

Appendix 2
rather than simply technical issues". Ref 5.2.14
Resources

Resources
D. Incorrect. The use of automation will not eliminate the need
to escalate incidents. "A key point to be understood is that, no
matter how efficient the service desk and its people are, there
will always be issues that need escalation and underpinning
support from other teams". Ref 5.2.14

2. Which term describes the functionality offered by a service?

A. Cost
B. Utility
C. Warranty
D. Risk
Q A Syllabus Ref Rationale
2 B 1.2.g A. Incorrect. Cost is "The amount of money spent on a specific
activity or resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product
or service." Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will
meet agreed requirements". Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or
loss, or make it more difficult to achieve objectives". Ref 2.5.3

232 ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation | Copyright© PeopleCert International Ltd. 233
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