3. The ITIL Four Dimensions of Product and Service Management (10%)

The four dimensions are ITIL's defence against tunnel vision. Worth 10% of the exam, they're four perspectives you apply to every product and service so that focusing on one aspect doesn't blind you to another. The core insight: a brilliant technical solution (one dimension) can still fail because nobody planned the people, the suppliers, or the workflows around it (the other three). Hold all four at once, or build blind spots.