EXAM DAY REVISION
Exam Day Cheat Sheet
Read this once, slowly, before you walk in. You already know this — this is just your reminder.
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🧠 Mnemonics — Know These Cold
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7 Guiding Principles
Start where you are · Think and work holistically · Optimise and automate · Progress iteratively with feedback · Keep it simple and practical · Focus on value · Collaborate and promote visibility
VOIP
4 Dimensions
Value streams & processes · Organisations & people · Information & technology · Partners & suppliers
6C AI
AI Capability Model
Creation · Curation · Cognition · Clarification · Communication · Coordination
PESTLE
External Factors
Political · Economic · Social · Technological · Legal · Environmental
⚠️ Commonly Confused Pairs
UTILITY
Fit for Purpose — what the service does
WARRANTY
Fit for Use — how the service performs
OUTPUT
Tangible/intangible deliverable of an activity
OUTCOME
Result for a stakeholder enabled by outputs
INCIDENT
Unplanned interruption to a service
PROBLEM
Cause of one or more incidents
PROBLEM
Identified cause — not yet resolved
KNOWN ERROR
Analysed but not yet fixed
CHANGE
Addition/modification/removal affecting services
RELEASE
A version of a product made available for use
AI
Learns from data, adapts, makes decisions
AUTOMATION
Follows fixed pre-defined rules — no learning
📖 Key Definitions — Word Perfect
ValuePerceived benefits, usefulness, importance — always co-created
ServiceEnables value co-creation without customer managing costs & risks
Value systemComponents & activities working together to facilitate value creation
Value chainEntire set of activities that create value through a product or service
Value streamSeries of steps to create & deliver products/services to a consumer
PracticeOrganisational resources designed for performing work or achieving an objective
CSFNecessary precondition for achieving intended results
KPIMetric used to evaluate success in meeting an objective
Data governanceRules, policies, standards, processes & controls to manage data assets
ObservabilityAbility to understand a system's state by analysing its outputs
⛓️ Value Chain — 8 Activities
Discover
Design
Acquire
Build
Transition
Operate
Deliver
Support
Value stream paths
🔴 Resolve incident
Discover → Operate → Support
🟢 Deploy new service
Discover → Design → Acquire → Build → Transition → Deliver
🟣 Onboard user
Discover → Acquire → Deliver → Support
🟠 Implement change
Discover → Design → Build → Transition → Operate
🤖 Launch AI feature
Discover → Design → Acquire → Build → Transition → Operate → Deliver
📋 Fulfil service req
Discover → Deliver → Support
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🎯 Real Exam Tips
Always pick the most ITIL-aligned answer — not the most realistic one from your own workplace.
When in doubt, choose the answer that links back to VALUE for customers or stakeholders.
Optimise BEFORE automating — any answer suggesting automating a broken process is wrong.
Humans remain accountable for AI decisions — answers removing human responsibility are wrong.
Utility AND Warranty are both needed for value. If only one is present, value is not fully realised.
Service requests ≠ Incidents. Pre-approved & routine = service request. Unplanned = incident.
CI model links to guiding principles: Vision = Focus on value · Where now = Start where you are · Next target = Progress iteratively.
All 4 dimensions must be considered for every service. If one is ignored in a scenario, that is the problem.
AI sits in the Organisations & People dimension — not Information & Technology.
Data governance enables AI. Poor data → unreliable AI outputs.
🎓
You have got this. Good luck!
Focus on value · Think holistically · Start where you are