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10 beginner questions on the ITIL Foundation (Version 5) learning areas: digital product and service management concepts (including what AI-native means), value co-creation, the four dimensions, the ITIL Value System and guiding principles, the eight lifecycle activities, management practices, continual improvement and value stream mapping.
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According to ITIL, how is value created in a service relationship?
- A. The provider creates value alone and hands it to the consumer
- B. Value is co-created by providers, consumers and other stakeholders ✔ correct
- C. Value is created only when the consumer pays the invoice
- D. The consumer creates value alone after the service ends
Answer: B. ITIL describes value co-creation: providers, consumers and other stakeholders collaborate to create value, weighing outcomes, costs, risks, experience and sustainability. Value is not simply delivered one way.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: Value co-creation
A manager whose team builds a mobile app and also runs the support service for it asks what ITIL (Version 5) now covers. Which statement is correct?
- A. It covers only IT infrastructure, not applications
- B. It replaces product management with project management
- C. It gives end-to-end guidance for integrated digital products and services ✔ correct
- D. It focuses only on running a service desk
Answer: C. Earlier ITIL versions focused mainly on services. ITIL (Version 5) provides end-to-end lifecycle guidance for digital products and services and manages them in an integrated way, because modern organizations deliver both.
Source: www.itil.com/Itil-News-and-Announcements/itil-version-5-explained · Domain: Digital product and service management concepts
Which of these is one of the four dimensions of product and service management?
- A. Partners and suppliers ✔ correct
- B. Costs and budgets
- C. Projects and programs
- D. Audits and regulatory compliance
Answer: A. The four dimensions are organizations and people, value streams and processes, information and technology, and partners and suppliers. Considering all four together keeps product and service management holistic.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: The dimensions of product and service management
Which of these is one of the eight activities of the ITIL Product and Service Lifecycle Model?
- A. Engage
- B. Improve
- C. Plan
- D. Acquire ✔ correct
Answer: D. The eight lifecycle activities are discover, design, acquire, build, transition, operate, deliver and support. Plan, improve and engage were value chain activity names in ITIL 4 and are not lifecycle activities in Version 5.
Source: www.itil.com/Itil-News-and-Announcements/itil-version-5-foundation-whats-new-gui · Domain: The product and service lifecycle
In ITIL (Version 5), the guiding principles are one of the components of the ITIL Value System and help people make better decisions in their daily work.
- A. True ✔ correct
- B. False
Answer: A. True. PeopleCert describes the ITIL Value System as bringing together guiding principles, governance, value chain activities, management practices and continual improvement, and the guiding principles are applied to make better decisions and adapt practices to real situations.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: The ITIL Guiding Principles
Which two are components of the ITIL Value System? (Select TWO)
- A. Service desk
- B. Governance ✔ correct
- C. Service level agreement
- D. Value chain activities ✔ correct
- E. Configuration management database
Answer: B, D. The ITIL Value System brings together guiding principles, governance, value chain activities, management practices and continual improvement. A service desk, an SLA and a CMDB are things used within practices, not components of the value system.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: ITIL Value System
In ITIL (Version 5), the management practices are organized into two groups: general management practices and product and service management practices.
- A. True ✔ correct
- B. False
Answer: A. True. ITIL (Version 5) organizes its 34 management practices into two groups: general management practices and product and service management practices. Detailed guidance for each practice sits in the official ITIL practice guides.
Source: www.itil.com/Itil-News-and-Announcements/itil-version-5-explained · Domain: ITIL's management practices
An organization wants an element of its ITIL Value System that keeps improving its products, services and practices step by step over time. Which component provides this?
- A. Service request management
- B. Continual improvement ✔ correct
- C. Release management
- D. Deployment management
Answer: B. Continual improvement is a component of the ITIL Value System, supported by a step-by-step continual improvement model. The other options are individual management practices, not value system components.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: Continual improvement
A team wants to see every step from a customer's request to the delivered result, find where work waits between steps and improve the flow. Which ITIL technique fits best?
- A. Value stream mapping and management ✔ correct
- B. A service level agreement review
- C. A configuration audit of all assets
- D. A supplier contract renegotiation
Answer: A. Value stream mapping and management identify, map and manage value streams to improve flow, visibility and outcomes, which exposes waiting time and handoffs between steps.
Source: www.peoplecert.org/browse-certifications/it-governance-and-service-management/IT · Domain: Value Stream Mapping and Management
ITIL (Version 5) is described as "AI-native". What does this mean?
- A. Every ITIL practice must be carried out by an AI agent instead of people
- B. Organizations must buy a specific AI product before they can use ITIL
- C. AI replaces the guiding principles and governance in the value system
- D. It was designed with AI and AI governance in mind from the outset ✔ correct
Answer: D. AI-native means the framework is designed with AI in mind from the outset, including guidance on governing AI through oversight, accountability, risk management and trust. ITIL stays technology-agnostic.
Source: www.itil.com/Itil-News-and-Announcements/itil-version-5-explained · Domain: Digital product and service management concepts
Original practice questions written by xOps School (DevOpsSchool Private Limited) from the public PeopleCert exam objectives (ITIL Foundation (Version 5): learning areas as listed on the official PeopleCert certification page (checked 2026-10-25); no official syllabus weights published there), checked 2026-10-25. They are not actual exam questions. xOps School is not affiliated with or endorsed by PeopleCert; exam names are trademarks of their owners. Official exam page: www.peoplecert.org/browse-certifications/it-governance-and-service-man.