ITIL Foundation V5 study guide
ITIL Foundation V5 · Work through your exam, one topic at a time.
ITIL Foundation V5 is the entry-level certification in the ITIL 5 framework for service management. It is aimed at anyone who needs a shared vocabulary for how digital services are designed, delivered, supported and improved: service desk and operations staff, developers and product owners working alongside IT, business relationship and process roles, and managers new to service management. The ITIL Foundation V5 study guide has 6 sections and about 2,076 words.
01ITIL Guiding Principles
The exam asks you to recognize the seven guiding principles, explain what each recommends, and choose the principle that best fits a scenario. It also tests how principles interact.
364 words, about 2 min02Service Management Concepts and Value Creation
This domain checks whether you can distinguish service, value, outcomes, outputs, utility, warranty, costs, and risks, and explain value co-creation through service relationships. Service : a means of enabling value co-creation by facilitating outcomes customers want, without the customer managing specific costs and risks.
335 words, about 2 min03The Four Dimensions of Service Management
The exam tests the four dimensions of service management and the need to address them together. It also tests external factors that influence all four.
314 words, about 2 min04The ITIL Service Value System and Value Chain
This domain tests the components of the ITIL service value system (SVS) and the six service value chain activities. You must show how value streams combine activities and how practices support them.
337 words, about 2 min05ITIL Practices
The exam tests the purpose and key terms of selected ITIL practices and how they integrate. Practices are organizational capabilities, grouped as general management, service management, and technical management.
391 words, about 2 min06Continual Improvement and Organizational Change
The exam tests the continual improvement model, the continual improvement practice, and the people side of change. Expect scenario questions on baselines, measurable targets, feedback, and sustaining improvement.
335 words, about 2 min