ITIL Foundation (Version 5) Cheatsheet

Exam Facts

• 40 questions
• Multiple choice
• 60 minutes
• Closed book
• Pass mark: 65%
• Minimum correct answers: 26 / 40

One-Page Mental Model

Opportunity / Demand
        ↓
Value System
        ↓
Product and Service Lifecycle
        ↓
Practices
        ↓
Value Co-Creation

ITIL V5 的核心不是「流程」，而是：

用 holistic product + service management
讓 provider、consumer、stakeholders
在可接受的 cost / risk / experience 下
共同創造 value

Core Terms

Term	One-line Meaning	production / AWS Hint
Value	stakeholder 感受到的效益	使用者能穩定完成主要操作
Outcome	consumer 想達成的結果	完成主要操作，不只是看到按鈕
Product	被管理的一組能力	核心服務能力、客戶後台、RDS
Service	幫 consumer 達成 outcome 的方式	核心服務、database service
Utility	功能是否有用	API 能完成主要操作 / 查詢 / 資料修正請求
Warranty	是否穩定可用	availability、security、capacity
Cost	達成 outcome 的代價	時間、人力、維護成本
Risk	outcome 的不確定性	timeout、duplicate request
Provider	提供 product / service 的一方	product team、AWS
Consumer	使用、要求、付費或受影響的一方	user、客戶、客服
Stakeholder	影響或被影響的人 / 團隊	財務、法務、資安、vendor

Value System

Opportunity / Demand
        ↓
Guiding Principles
Governance
Value Chain Activities
Practices
Continual Improvement
        ↓
Value

Component	Exam Hint
Guiding Principles	決策方向
Governance	方向、責任、風險、監督
Practices	完成特定工作的能力集合
Continual Improvement	讓產品、服務、流程持續變好

Guiding Principles

Principle	When You See This
Focus on value	客戶 / user / stakeholder outcome
Start where you are	先看現況，不要全部推倒重來
Progress iteratively with feedback	小步試行、feedback、降低風險
Collaborate and promote visibility	stakeholder 沒對齊、資訊不透明
Think and work holistically	只看單一 team / tool / component
Keep it simple and practical	解法過度複雜
Optimize and automate	想自動化，尤其 AI / workflow automation

Four Dimensions

Dimension	Keywords
Organizations and People	role、skill、culture、responsibility、team
Information and Technology	data、system、tool、security、architecture、AI knowledge base
Partners and Suppliers	vendor、supplier、contract、SLA、AWS、external gateway
Value Streams and Processes	workflow、handoff、bottleneck、feedback loop、support to backlog

Product and Service Lifecycle

Activity	Keywords
Discover	understand demand、pain point、stakeholder、opportunity
Design	design service、flow、architecture、experience、security
Acquire	get tool、vendor、data access、supplier、resource
Build	create feature、API、dashboard、runbook、knowledge base
Transition	release、deploy、migration、training、rollback readiness
Operate	monitoring、on-call、maintenance、availability
Deliver	consumer can use service and get value
Support	service desk、FAQ、escalation、user help、feedback

Lifecycle 不是 waterfall。Support feedback 可以回到 Discover / Design。

Practices

Practice	Keywords
Incident Management	restore service、unplanned interruption、degraded service
Problem Management	root cause、recurring incidents、known error、workaround
Change Enablement	risk assessment、authorization、rollback plan
Release Management	new capability available to users / stakeholders
Deployment Management	move component to controlled environment
Service Desk	user contact point、communication、support entry
Service Request Management	standard request、access、information、not broken
Monitoring and Event Management	detect events、alert、observe service
Service Level Management	SLA、SLO、service quality target
Continual Improvement	retro、post-incident action、ongoing improvement

Easy Confusions

Incident vs Problem

Incident:
核心 API 現在 timeout。
Goal: restore service.

Problem:
為什麼每週五都 timeout？
Goal: root cause / prevent recurrence.

Release vs Deployment

Deployment:
GitHub Actions 把 Java service 上到 production。

Release:
客服知道新版錯誤碼，客戶能用新功能，PM 追蹤採用率。

Service Request vs Incident

Service Request:
請重寄操作通知。

Incident:
通知系統壞了，所有人都收不到。

Utility vs Warranty

Utility:
API 可以完成主要操作。

Warranty:
API 在尖峰時間仍穩定、安全、可追蹤。

AI and Automation

Concept	Meaning
Automation	規則式自動執行
AI Assistance	AI 幫人更快工作，人仍判斷
AI-enabled Decision Support	AI 給建議，人做決策
AI Autonomy	AI 在特定範圍內自動行動
AI Governance	value、risk、ethics、privacy、security、accountability

AI 題的安全答案通常包含：

• value first
• optimize before automate
• governance
• human accountability
• transparency
• feedback
• fallback / escalation
• audit trail

小心這些錯誤選項：

• AI replaces all humans
• no governance needed
• automate messy process first
• model performance is the only metric

Production Quick Mapping

Production Scenario	ITIL Concept
核心服務中斷	Incident
固定尖峰時段反覆 timeout	Problem
hotfix production	Change Enablement
GitHub Actions deploy	Deployment Management
新功能正式開放給使用者	Release Management
使用者要求重寄通知	Service Request
CloudWatch alarm	Monitoring and Event Management
API availability 99.9%	Service Level Management
postmortem action item	Continual Improvement
AI chatbot 回答服務問題	AI-enabled service management

AWS Quick Mapping

AWS / Tooling	ITIL Lens
CloudWatch Alarm	Monitoring and Event Management
CloudWatch Logs / X-Ray	Incident / Problem support
RDS Performance Insights	Problem Management
GitHub Actions / CodePipeline	Deployment Management
rollback plan	Change Enablement / Transition
AWS Support	Supplier / Partner support
SLA / uptime metric	Service Level Management
runbook automation	Automation with governance

Last 10-Minute Review

1. 現在壞了：Incident。
2. 一直重複壞：Problem。
3. 要改 production：Change Enablement。
4. 搬 component：Deployment。
5. 讓 user 可用：Release / Deliver。
6. 使用者標準請求：Service Request。
7. 警報與偵測：Monitoring and Event。
8. 服務品質目標：Service Level。
9. 改善行動：Continual Improvement。
10. AI 題：value + governance + human accountability + feedback。

Mock Exam

• Mock Exam 01