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ITIL ITIL-5-Foundation Prüfungsplan:

Thema	Einzelheiten
Thema 1	Value Stream Mapping and Management: Teaches how to identify, map, and optimize value streams to improve flow, reduce bottlenecks, and enhance delivery outcomes.
Thema 2	The Four Dimensions of Product and Service Management: Ensures holistic service management by examining People, Technology, Partners, and Value Streams as interconnected factors.
Thema 3	Digital Product and Service Management Concepts: Covers how digital products and services create and deliver value across their lifecycle in fast-changing, technology-driven environments.
Thema 4	The Digital Product and Service Lifecycle: Covers the eight-stage lifecycle model from Discover through Retire replacing ITIL 4's service value chain with end-to-end guidance.
Thema 5	Extension Module: AI Governance (Optional): An optional module addressing ethical, compliant, and responsible AI adoption, covering risk, transparency, and regulatory considerations.
Thema 6	Value Co-Creation and Service Relationships: Explores how value is created collaboratively between providers, consumers, and stakeholders while balancing outcomes, costs, risks, and experience.

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ITIL Foundation (Version 5) ITIL-5-Foundation Prüfungsfragen mit Lösungen (Q18-Q23):

18. Frage
A telecom provider designs an enterprise package that combines internet, VoIP, network security, and technical support. Which concept does this illustrate?

A. Service offering
B. Service action
C. Transfer of goods
D. Access to resources

Antwort: A

Begründung:
This is best understood by looking at how ITIL defines a service offering. The glossary says that a service offering is "a formal description of one or more services designed to address the needs of a target consumer group" and may include goods, access to resources, and service actions. In the question, the telecom provider is packaging multiple services together for enterprise customers: internet, VoIP, security, and support. That is precisely the kind of bundled, target-consumer-oriented description that ITIL calls a service offering. Option A is too narrow because transfer of goods is only one possible form of interaction. Option B is also too narrow because technical support may include service actions, but the question is about the whole package.
Option C covers only access to resources, which might apply to internet or network access, but again does not describe the full combined package. ITIL distinguishes between products, services, and service offerings for exactly this reason. Since the example is a bundled formal service package aimed at a target group, D is the correct verified answer.

19. Frage
Which of the following is TRUE about value co-creation?

A. Value is created jointly through interactions between service providers and service consumers
B. value is created independently of service relationships
C. Value is defined and consumed by a service provider
D. Value is created only by the service provider and delivered to the consumer

Antwort: A

Begründung:
Value co-creation means that value is created jointly through interactions between service providers and service consumers, so option D is correct. ITIL moved away from the idea that value is simply produced by the provider and handed over to the consumer. Instead, value emerges through the combination of provider offerings, consumer participation, context, usage, and the wider service relationship. A service may offer strong utility and warranty, but the actual value realized depends on how the consumer uses it and what outcomes are achieved. This is why ITIL emphasizes service relationships, shared responsibilities, and stakeholder perspectives. Value is not created independently of those relationships, and it is not defined solely by the provider. Co-creation reflects the dynamic and interactive nature of modern digital product and service management.

20. Frage
What enables the digital product and service management activities of an organization?

A. Value stream steps
B. Management practices
C. Value chain
D. Vision and operating model

Antwort: B

Begründung:
ITIL Version 5 explicitly states that product and service management activities performed throughout the lifecycle are enabled and supported by management practices. This is one of the core relationships in the ITIL Value System and lifecycle model. The book explains that each practice combines resources from the four dimensions and enables the organization's ability to manage specific aspects of digital products and services.
It also says that each of the lifecycle activities is supported by several practices, and appendices map these relationships in detail. That is why option B is correct. Option A is incorrect because value streams represent sequences of activities as actually performed; they are not the enabling mechanisms. Option C includes important concepts, but vision and operating model do not directly "enable" lifecycle activities in the way the text defines. Option D, value chain, represents the set of high-level activities that enable value, but the question is specifically about what enables the digital product and service management activities themselves, and ITIL answers that with management practices. Therefore, based on the official wording, B is the exact verified answer.

21. Frage
Which metric is MOST appropriate for assessing the success of the ' build ' value chain activity?

A. Customer satisfaction score after service delivery
B. Quality of the product solutions
C. Percentage of service requests fulfilled on first contact
D. Number of incidents resolved within agreed targets

Antwort: B

Begründung:
The most appropriate metric for assessing the success of the build activity is the quality of the product solutions, so option D is correct. Build is concerned with creating or modifying solution components so they are fit for intended use in later lifecycle stages. Measures for build therefore focus on the quality, completeness, maintainability, and suitability of what is produced. The other options are associated with different activities. Incident resolution within targets is more relevant to support. Customer satisfaction after service delivery is more relevant to deliver and service experience. First-contact fulfillment is also a service delivery or support measure. ITIL encourages organizations to choose metrics that match the purpose of each value chain activity. Since build is about producing sound product components, the quality of those solutions is the clearest measure of success.

22. Frage
What does sustainability assure in the context of a service or product?

A. The service will continually meet requirements for environmental responsibility
B. The service will meet the agreed requirements
C. The service supports the performance of the consumer
D. The service delivers the required functionality to meet business needs

Antwort: A

Begründung:
ITIL Version 5 defines sustainability as "the assurance that a product or service meets and will continue to meet the requirements for environmental stewardship, social progress, and economic growth." Among the answer choices, option B is the closest and best fit because it reflects the continuing obligation to meet environmental responsibility requirements. ITIL presents sustainability as one of the major service level categories, alongside utility, warranty, and experience. Utility refers to what the service does and whether it meets a need. Warranty is the assurance that the service will meet agreed requirements and be fit for use.
Sustainability goes beyond those areas and includes environmental, social, and economic responsibility over time. That is why option A actually reflects warranty, not sustainability, while C aligns more closely with utility, and D is part of the explanation of utility supporting consumer performance. Since the question asks what sustainability assures, the ITIL definition clearly points to continued compliance with sustainability- related requirements, making B the verified correct answer.

23. Frage
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