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
让 provider、consumer、stakeholders
在可接受的 cost / risk / experience 下
共同创造 value

Core Terms

Term	One-line Meaning	production / AWS Hint
Value	stakeholder 感受到的效益	用户能稳定完成主要操作
Outcome	consumer 想达成的结果	完成主要操作，不只是看到按钮
Product	被管理的一组能力	核心服务能力、客户后台、RDS
Service	帮 consumer 达成 outcome 的方式	核心服务、database service
Utility	功能是否有用	API 能完成主要操作 / 查询 / 数据修正请求
Warranty	是否稳定可用	availability、security、capacity
Cost	达成 outcome 的代价	时间、人力、维护成本
Risk	outcome 的不确定性	timeout、duplicate request
Provider	提供 product / service 的一方	product team、AWS
Consumer	使用、要求、付费或受影响的一方	user、客户、客服
Stakeholder	影响或被影响的人 / 团队	财务、法务、信息安全、vendor

Value System

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

Component	Exam Hint
Guiding Principles	决策方向
Governance	方向、责任、风险、监督
Practices	完成特定工作的能力集合
Continual Improvement	让产品、服务、流程持续变好

Guiding Principles

Principle	When You See This
Focus on value	客户 / user / stakeholder outcome
Start where you are	先看现况，不要全部完全重做
Progress iteratively with feedback	小步试行、feedback、降低风险
Collaborate and promote visibility	stakeholder 没对齐、信息不透明
Think and work holistically	只看单一 team / tool / component
Keep it simple and practical	解法过度复杂
Optimize and automate	想自动化，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 现在 timeout。
Goal: restore service.

Problem:
为什么每周五都 timeout？
Goal: root cause / prevent recurrence.

Release vs Deployment

Deployment:
GitHub Actions 把 Java service 上到 production。

Release:
客服知道新版错误码，客户能用新功能，PM 追踪采用率。

Service Request vs Incident

Service Request:
请重寄操作通知。

Incident:
通知系统坏了，所有人都收不到。

Utility vs Warranty

Utility:
API 可以完成主要操作。

Warranty:
API 在尖峰时间仍稳定、安全、可追踪。

AI and Automation

Concept	Meaning
Automation	规则式自动执行
AI Assistance	AI 帮人更快工作，人仍判断
AI-enabled Decision Support	AI 给建议，人做决策
AI Autonomy	AI 在特定范围内自动行动
AI Governance	value、risk、ethics、privacy、security、accountability

AI 题的安全答案通常包含：

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

小心这些错误选项：

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

Production Quick Mapping

Production Scenario	ITIL Concept
核心服务中断	Incident
固定尖峰时段反复 timeout	Problem
hotfix production	Change Enablement
GitHub Actions deploy	Deployment Management
新功能正式开放给用户	Release Management
用户要求重寄通知	Service Request
CloudWatch alarm	Monitoring and Event Management
API availability 99.9%	Service Level Management
postmortem action item	Continual Improvement
AI chatbot 回答服务问题	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. 现在坏了：Incident。
2. 一直重复坏：Problem。
3. 要改 production：Change Enablement。
4. 搬 component：Deployment。
5. 让 user 可用：Release / Deliver。
6. 用户标准请求：Service Request。
7. 警报与检测：Monitoring and Event。
8. 服务质量目标：Service Level。
9. 改善行动：Continual Improvement。
10. AI 题：value + governance + human accountability + feedback。

Mock Exam

• Mock Exam 01