Chapter 1 of 7 · PeopleCert ITIL 5 Foundation
Key ITIL Terms and Definitions
Products and services, experience and strategy, service offerings, value and relationships.
- 4topics
- 12 minfast track
- 2diagrams and exhibits
- 30%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Products, Services, Utility and WarrantyITIL 5 definitions of digital product and service management, product, service, good, utility, warranty, user experience…3 min
- 2Experience, Strategy and Transformation TermsITIL 5 terms for experience, digital experience, trust, UX, CX, experience level agreements, strategy, mission, vision, VUCA…3 min
- 3Service Offerings and Value Co-creationITIL 5 service offerings and interactions, goods, access to resources and service actions, and value co-creation with outcomes…Diagram3 min
- 4Service Relationships, Roles and SLAsITIL 5 service relationships: provider, consumer, digital product vendor, sponsor, customer and user roles, relationship types…Diagram3 min
About this chapter
What this chapter covers
Key ITIL terms and definitions is worth 30 percent of the ITIL Foundation (Version 5) exam, about 12 of the 40 questions. It is the vocabulary the rest of the exam relies on: if you know these terms well, many questions in other categories become easier.
The category has five topics: product and service management (products, services, goods, utility, warranty and the benefits of ITIL), experience, strategy and transformation terms, service offerings, value co-creation, and service relationships (the roles of provider, consumer, sponsor, customer and user, and the meaning of service quality and SLAs).
How the topics fit together
A provider designs products and services, packages them into service offerings, and works with consumers in a service relationship. Value is not handed over; it is co-created by both sides, and each side weighs outcomes against costs and risks.
Many questions here are recall: "Which term describes...?" Read every option carefully, because the wrong answers are usually other real ITIL terms placed in the wrong spot, such as output instead of outcome, or customer instead of user.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorise and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full PeopleCert ITIL 5 Foundation question bank has 527 questions, with timed practice exams and an explanation for every answer.
This study guide is independent and is not affiliated with, endorsed by, or sponsored by PeopleCert. Vendor names, certification names and exam codes are trademarks of their respective owners and are used for identification only.