ITIL v5 Foundation (ITIL v5 Foundation) - PCERT Exam Questions
Last updated on June 20, 2026
Which term describes 'what an organization does for its consumers and other stakeholders and why?
Value stream
Value chain
Operating model
Organization's purpose
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Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?
Value streams and processes
Information and technology
Partners and suppliers
Organizations and people
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What does the ITIL Guiding Principle 'think and work holistically' emphasize?
Considering all components of the service value system when making decisions
Assigning responsibility for improvements to a single team
Ensuring all activities result in value creation for the stakeholders
Automating repetitive and manual tasks
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What does a service journey describe?
End-to-end interactions between a service provider and a service consumer
The internal workflows and processes of a service provider
The end-to-end lifecycle of a product
The sequence of value chain activities
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Which of the following is TRUE regarding services and desired outcomes?
Services guarantee that all intended outcomes will be achieved
Services completely eliminate risks associated with achieving outcomes
Services always result in positive effects without exceptions
Services may have unintended and surprising outcomes, both positive and negative
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