Key Terms
30%of exam
Co-creation + valueUtility + warrantyOutcomes + costs + risksService relationshipsExperience + sustainabilityGoods + offerings
Dimensions + Lifecycle
20%of exam
ITIL Value System
40%of exam
Value Streams
5%of exam
Core vs enablingValue stream mappingValue stream managementComplexity thinkingWorkflow optimization
AI + Frameworks
5%of exam
AI maturityGenAI + Agentic AIAI governanceAI Capability ModelDevOps + PRINCE2
Quick Facts
- Exam
- ITIL Foundation V5
- Credential
- ITIL Foundation V5
- Time
- 60 min
- Pass
- 65% (26/40)
- Questions
- 40 MCQ
- Fee
- from $690
- Blueprint
- Feb 2026
Utility vs Warranty
Utility
- Supported by service
- Meets needs
- What it does
Warranty
- Performance + security
- Fit for use
- How well
What vs how well
Value Co-creation
- Value
- Outcomes + costs + risks
- Outcome
- Stakeholder result
- Output
- Deliverable artifact
- Cost
- What consumer gives
- Risk
- Possible negative
- Co-creation
- Joint value work
Outcome vs Output
Outcome
- Stakeholder result
- Value realized
- Disruptive change
Output
- Deliverable artifact
- Tangible thing
- No value alone
Result vs deliverable
Service Offerings
- Goods
- Ownership transfer
- Access
- Grant use rights
- Service actions
- Performed on demand
- Offering
- Goods + access + actions
- Customer
- Defines requirements
- User
- Uses service
- Sponsor
- Authorizes budget
Provider vs Consumer
Provider
- Offers service
- Co-creates value
- Bears risk
Consumer
- Receives service
- Defines needs
- Pays cost
Supply vs demand
Experience + Quality
- UX
- User experience
- CX
- Customer experience
- DX
- Digital experience
- SLA
- Service-level agreement
- ELA
- Experience-level agreement
- Trust
- Confidence in provider
- Sustainability
- Long-term impact
4 Dimensions
Org/People | Partners | Info/Tech | Streams
OP: org + peoplePS: partners + suppliersIT: info + techVP: streams + processes
Lifecycle Activity Picker
- Understand needs→Discover
- Define spec→Design
- Obtain resources→Acquire
- Create solution→Build
- Move to live→Transition
- Run in prod→Operate
- Provide to users→Deliver
- Help users→Support
Four Dimensions
- Org + people
- Roles + skills + culture
- Info + tech
- Data + knowledge + tech
- Partners + suppliers
- Sourcing + suppliers
- Streams + processes
- Workflow + activities
- PESTLE
- External factors
- Holistic
- All four together
8 Lifecycle Activities
Discover | Design | Acquire | Build | Transition | Operate | Deliver | Support
Discover: needsDesign: specAcquire: resourcesBuild: createTransition: go liveOperate: runDeliver: provideSupport: help
Lifecycle Activities
- Discover
- Needs analysis
- Design
- Spec + architecture
- Acquire
- Obtain resources
- Build
- Create + test
- Transition
- Move to live
- Operate
- Run in production
- Deliver
- Provide to users
- Support
- User assistance
7 Guiding Principles
Focus | Start | Progress | Collaborate | Holistic | Simple | Optimize
FV: focus on valueSA: start whereIF: iterate + feedbackCV: collaborate + visibleHW: think holisticSP: simple + practicalOA: optimize + automate
Incident vs Problem
Incident
- Unplanned disruption
- Restore fast
- Reactive
Problem
- Root cause
- Prevent recurrence
- Known error
Event vs cause
SVS Component Picker
- Set direction→Governance
- Decide ethically→Guiding principles
- Convert demand→Value chain
- Do the work→Practices
- Improve over time→Continual improvement
- Measure success→Metrics + CSFs
Guiding Principles
- Focus on value
- Every action adds value
- Start where you are
- Use existing first
- Progress + feedback
- Iterate small steps
- Collaborate + visibility
- Work + transparent
- Think holistically
- All dimensions
- Keep it simple
- Practical + minimal
- Optimize + automate
- Improve then automate
6 Value Chain Activities
Plan | Improve | Engage | D+T | O/B | D+S
Plan: vision + strategyImprove: continualEngage: stakeholdersD+T: design + transitionO/B: obtain + buildD+S: deliver + support
Practice Picker
- Unplanned disruption→Incident mgmt
- Find root cause→Problem mgmt
- Deploy a change→Change enablement
- User standard ask→Service request
- Single point contact→Service desk
- Track system health→Monitoring
Value Chain Activities
- Plan
- Strategy + vision
- Improve
- Continual improvement
- Engage
- Stakeholder relations
- Design + Transition
- Spec to live
- Obtain/Build
- Acquire + create
- Deliver + Support
- Provide + help
7 Improvement Steps
Vision | Now | Target | Path | Action | Check | Momentum
1: what is vision2: where are we3: where to be4: how to get5: take action6: did we get7: keep momentum
Management Practices
- Incident mgmt
- Restore service fast
- Problem mgmt
- Find root cause
- Change enablement
- Control changes
- Release mgmt
- Deploy to live
- Service request
- Standard asks
- Service desk
- Single contact
- Monitoring
- Track health
- Continual improve
- Ongoing betterment
Continual Improvement
- Vision
- What is the vision
- Now
- Where are we now
- Target
- Where to be
- Path
- How to get there
- Action
- Take action
- Check
- Did we get there
- Momentum
- Keep going
Core vs Enabling Stream
Core
- Primary value path
- Customer-facing
- Direct value
Enabling
- Supports core
- Behind the scenes
- Indirect value
Primary vs support
Value Streams
- Value stream
- Steps to value
- Core
- Primary value path
- Enabling
- Supports core
- Mapping
- Visualize workflow
- Management
- Govern streams
- Complexity
- Non-linear thinking
ITIL vs DevOps
ITIL
- Service mgmt framework
- Lifecycle focus
- Governance heavy
DevOps
- Dev + Ops culture
- Fast flow
- Continuous delivery
Framework vs culture
ITIL + AI
- AI
- Machine intelligence
- AI maturity
- Capability levels
- GenAI
- Generative AI
- Agentic AI
- Autonomous agents
- AI governance
- Rules for AI
- AI Capability Model
- AI capability framework
Complementary Frameworks
- DevOps
- Dev + Ops culture
- PRINCE2
- Project mgmt
- Complementary
- Work alongside ITIL
- ITIL
- Service mgmt
Common Traps
Utility vs Warranty
Utility = functionality ≠ Warranty = performance
Outcome vs Output
Outcome = result ≠ Output = artifact
Incident vs Problem
Incident = disruption ≠ Problem = cause
Lifecycle is Iterative
Not linear phases ≠ Activities repeat + overlap
Provider vs Consumer
Provider co-creates ≠ Consumer receives value
AI is Governance Too
Not just automation ≠ AI governance + maturity
V5 Practice Wording
General + product practices ≠ Not ITIL 4 grouping
Last Minute
- 1.Weights: 30/20/40/5/5
- 2.Pass = 26/40 (65%)
- 3.7 guiding principles memorized
- 4.6 value chain activities
- 5.8 lifecycle activities
- 6.4 dimensions
- 7.7 improvement steps
- 8.Utility = what; Warranty = well
- 9.Outcome = result; Output = artifact
- 10.Closed book, 60 min
- 11.Answer all, no negative marking
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