ITIL ITIL-5-Foundation熱門考題 -新版ITIL-5-Foundation題庫

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ITIL ITIL-5-Foundation 考試大綱：

主題簡介
主題 1
  • 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.
主題 2
  • The Four Dimensions of Product and Service Management: Ensures holistic service management by examining People, Technology, Partners, and Value Streams as interconnected factors.
主題 3
  • ITIL Management Practices: Introduces the purpose and core concepts of ITIL's 34 management practices across General, Service, and Technical categories.
主題 4
  • Continual Improvement Model: Covers the seven-step structured approach for driving and sustaining organizational improvement over time.
主題 5
  • Value Stream Mapping and Management: Teaches how to identify, map, and optimize value streams to improve flow, reduce bottlenecks, and enhance delivery outcomes.
主題 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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最新的 ITIL Foundation Level ITIL-5-Foundation 免費考試真題 (Q48-Q53):

問題 #48
Which of the following activities BEST represents transfer of goods in a service offering?

答案：C

解題說明：
ITIL Version 5 describes three forms of service relationships during delivery: access to resources, transfer of goods, and service actions. Transfer of goods refers to situations in which goods are provided to users as part of the service. In the deliver activity section, examples include non-returnable equipment and supplies, manuals, and access keys. Among the options, supplying new laptops to the customer best represents transfer of goods, so B is the correct answer. Option A is clearly access to resources because the user is accessing shared online storage. Options C and D are service actions because they involve support, training, or advice provided by the service provider. ITIL also notes that in some cases something may appear to be transfer of goods but is actually access to resources if ownership remains with the provider. However, in exam-style interpretation, "supplies new laptops to the customer" is the best available match to transfer of goods.
Therefore, using the ITIL framework's service interaction categories, B is the strongest and verified answer.


問題 #49
The purpose of the "deliver" activity is to:

答案：D

解題說明：
The correct answer is D. In the ITIL Product and Service Lifecycle, the "deliver" activity is concerned with providing services to users and customers and managing their onboarding and offboarding. Delivery focuses on ensuring that users can access and consume the agreed services, that service levels are managed, and that service interactions support value creation. Option A is incorrect because aligning products and service offerings with organizational strategy is the purpose of the "discover" activity. Option B is incorrect because developing, integrating, and testing digital products is the purpose of the "build" activity. Option C is incorrect because resolving incidents and performing disaster recovery procedures is the purpose of the
"support" activity. The deliver activity is therefore the lifecycle activity most directly concerned with ongoing service provision to consumers, including user onboarding and offboarding, service level fulfilment, and enabling service consumption in line with agreements and expectations.


問題 #50
How do ITIL Guiding Principles and continual improvement affect governance activities within the ITIL Value System?

答案：A


問題 #51
Why are management practices important in digital product and service management?

答案：D

解題說明：
The correct answer is C. In ITIL Version 5, management practices are sets of organizational resources and capabilities designed for performing work or accomplishing an objective. They are important because they enable and support the organization's value chain activities and help the organization manage specific aspects of digital products, services, and the wider management system. Each practice combines resources from the Four Dimensions of Product and Service Management, including organizations and people, information and technology, partners and suppliers, and value streams and processes. Option A is incorrect because the organization's purpose is defined through strategy, mission, governance, and leadership, not by management practices alone. Option B is incorrect because practices do not replace value streams; instead, they support the activities within value streams and value chain workflows. Option D may be partly true in a broad sense, because good practices can influence financial outcomes, but it is not the main ITIL definition or reason.
Practices provide the capabilities needed to achieve objectives.


問題 #52
Which term describes ' what an organization does for its consumers and other stakeholders and why?

答案：C

解題說明：
An organization's purpose describes what it does for its consumers and other stakeholders and why it exists, so option D is correct. In ITIL, purpose provides the fundamental reason for the organization's existence and connects its activities to value creation. It explains the broader intent behind products, services, and relationships. A value stream is a series of steps used to create and deliver value in a specific context. A value chain is the set of high-level lifecycle activities that enables value through products and services. An operating model shows how the organization arranges its capabilities, workflows, and resources to fulfill its purpose. Purpose is therefore the most foundational concept among these. It defines the "why," while the other concepts describe how value is organized, managed, and delivered in practice.


問題 #53
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