A preview of 15 of the 40 questions in this set, with full explanations. Take the interactive exam above for the complete set with timer, flagging, and scoring.
Question 1The ITIL Value System
An organisation receives a request to improve its internet connectivity. Several teams must coordinate to plan, procure, install, and test the new connection before users can benefit.
Which ITIL concept describes the overarching model that enables all these activities to work together and produce value?
AValue chain
B ✓Value system
COperating model
DService offering
Explanation: The value system is the overarching model showing how all components and activities of an organisation work together to facilitate value creation. The value chain is just one component inside it.
Question 2The ITIL Value System
A service desk team resolves a major outage. After the incident is closed, the team conducts a post-incident review to identify what caused the problem and how to prevent recurrence.
Which value chain activity is MOST associated with this review?
ADeliver
BTransition
C ✓Support
DAcquire
Explanation: Support focuses on identifying and resolving incidents, fulfilling disaster recovery, and capturing consumer feedback — which includes post-incident reviews to prevent recurrence.
Question 3The ITIL Value System
Identify the missing word(s) in the following sentence.
The [ ? ] is the set of interconnected activities an organisation uses to deliver value through its products and services, transforming demand into outcomes.
AOperating model
B ✓Value chain
CService offering
DGovernance framework
Explanation: The value chain is the set of interconnected activities (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support) that collectively create and deliver value.
Question 4The ITIL Value System
A bank is planning to replace its legacy loan processing system with a cloud-based platform. The project team must align this initiative with the bank's long-term digital strategy before committing resources.
Which value chain activity BEST describes this alignment step?
ADesign
BAcquire
C ✓Discover
DTransition
Explanation: Discover ensures continual alignment of product roadmaps and service offerings with the needs of consumers and organisational strategy — precisely what the bank is doing before committing to the new platform.
Question 5The ITIL Value System
Which of the following BEST describes the purpose of the 'Operate' activity in the value chain?
ATo develop and test digital products, transforming designs into functional solutions
B ✓To maintain and monitor digital products, ensuring optimal performance and reliability
CTo introduce new or updated products into operational environments
DTo provide services to users and manage their onboarding
Explanation: Operate maintains and monitors digital products and supporting systems, ensuring optimal performance and reliability. Develop/test = Build; introducing to production = Transition; user onboarding = Deliver.
Question 6The ITIL Value System
An organisation's governance board sets the direction for how IT services should be managed and holds the leadership team accountable for outcomes.
In the ITIL Value System, which component does this represent?
AGuiding principles
BPractices
C ✓Governance
DContinual improvement
Explanation: Governance is the means by which an organisation is directed and controlled. It sets direction and holds leadership accountable — separate from guiding principles which are voluntary recommendations.
Question 7The ITIL Value System
Which of the following is NOT one of the five components of the ITIL Value System?
AGuiding principles
BPractices
C ✓Service catalogue
DContinual improvement
Explanation: The five components of the Value System are: Guiding principles, Governance, Value chain, Practices, and Continual improvement. A service catalogue is not a component of the Value System.
Question 8The ITIL Value System
A logistics company is rolling out a new parcel tracking application. The development team has finished building and testing it. The next step is to move it safely into the live production environment for customers to use.
Which value chain activity covers this step?
ABuild
BDeliver
C ✓Transition
DOperate
Explanation: Transition seamlessly introduces new or updated products into operational environments. Build precedes it (development and testing). Deliver comes after (providing services to users).
Question 9The ITIL Value System
A hospital IT team is procuring new server hardware and software licences needed to support a new patient records system.
Which value chain activity BEST describes this procurement step?
ADiscover
B ✓Acquire
CBuild
DDesign
Explanation: Acquire covers securing and allocating necessary resources efficiently, including hardware, software licences, and other inputs needed for a service.
Question 10The ITIL Value System
Which TWO of the following are value chain activities in ITIL?
1. Govern
2. Discover
3. Optimise
4. Deliver
A1 and 3
B ✓2 and 4
C1 and 4
D2 and 3
Explanation: The 8 value chain activities are: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support. 'Govern' and 'Optimise' are not value chain activities.
Question 11The ITIL Value System
An IT manager wants to improve the incident management process. A consultant recommends scrapping the existing process entirely and starting from scratch with a new tool.
Which guiding principle does this recommendation MOST conflict with?
AFocus on value
BKeep it simple and practical
C ✓Start where you are
DProgress iteratively with feedback
Explanation: 'Start where you are' advises against starting over without first assessing what is already available and useful. The consultant is ignoring existing capabilities without proper assessment.
Question 12The ITIL Value System
A service improvement initiative involves 12 separate teams across IT, HR, and Finance. Progress has stalled because decisions are being made in isolation without shared information.
Which guiding principle should be applied to address this?
AKeep it simple and practical
BOptimise and automate
C ✓Collaborate and promote visibility
DFocus on value
Explanation: 'Collaborate and promote visibility' addresses exactly this scenario — involving the right people, sharing information, and making progress transparent across teams to improve buy-in and outcomes.
Question 13The ITIL Value System
Identify the missing word(s) in the following sentence.
The guiding principle '[ ? ]' states that every activity should directly or indirectly contribute to delivering value to customers and other stakeholders.
AThink and work holistically
B ✓Focus on value
CProgress iteratively with feedback
DStart where you are
Explanation: 'Focus on value' is the guiding principle that requires every activity to link back — directly or indirectly — to value for customers, the organisation, and other stakeholders.
Question 14The ITIL Value System
An organisation is implementing a new service management tool. The project team plans to automate all ticket routing immediately. However, the current routing rules are poorly defined and inconsistent.
Which guiding principle is being VIOLATED?
AFocus on value
BCollaborate and promote visibility
C ✓Optimise and automate
DThink and work holistically
Explanation: 'Optimise and automate' requires simplifying and optimising before automating. Automating inconsistent, poorly defined rules will amplify the existing problems at scale.
Question 15The ITIL Value System
A large IT change programme is broken into monthly releases, each delivering a defined set of improvements. After each release, the team reviews results before planning the next one.
Which guiding principle does this approach BEST demonstrate?
AThink and work holistically
BStart where you are
C ✓Progress iteratively with feedback
DKeep it simple and practical
Explanation: 'Progress iteratively with feedback' organises work into smaller, manageable sections that are delivered and re-evaluated — exactly what monthly releases with post-release reviews represent.