The answer is roles and responsibilities, along with organisational culture, as these are the two core components of the ITIL 4 Organisations and People dimension. This dimension focuses on how an organisation’s structure, culture, and human resources work together to enable value co-creation, ensuring that people have the right competencies and authority to perform their roles effectively. On the ITIL 4 Foundation exam, this concept tests your understanding of the four dimensions of service management, and a common trap is confusing this dimension with the Information and Technology dimension, which deals with tools and data. A useful memory tip is to think of the acronym “C-R-O-P” for Culture, Roles, Organisation, and People—if it involves how teams are structured or how they think and act, it belongs here.
ITIL4F Four Dimensions of IT Service Management Practice Question
This ITIL4F practice question tests your understanding of four dimensions of it service management. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which TWO of the following are included in the Organisations and People dimension?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Organisational culture
Option C is correct because organisational culture is explicitly defined within the ITIL 4 Organisations and People dimension, which focuses on how the organisation's structure, culture, and human resources enable value co-creation. This dimension ensures that the culture supports the service management strategy and that people have the right competencies and authority to perform their roles effectively.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Contracts with suppliers
Why it's wrong here
Contracts are part of the Partners and Suppliers dimension.
✗
Service level agreements
Why it's wrong here
SLAs are part of service level management and involve multiple dimensions.
✓
Organisational culture
Why this is correct
Culture is a core component of the Organisations and People dimension.
Related concept
Read the scenario before looking for a memorised answer.
✓
Roles and responsibilities
Why this is correct
Roles and responsibilities are key elements of the Organisations and People dimension.
Related concept
Read the scenario before looking for a memorised answer.
✗
Information security policies
Why it's wrong here
Information security is part of the Information and Technology dimension.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates often confuse the Organisations and People dimension with operational documents like SLAs or security policies, but ITIL 4 explicitly separates these into the Value Streams and Processes and Information and Technology dimensions respectively.
Detailed technical explanation
How to think about this question
The Organisations and People dimension addresses the human side of service management, including organisational culture, roles, responsibilities, competencies, and communication. Under the hood, this dimension aligns with the ITIL guiding principle 'Focus on Value' by ensuring that people are empowered and motivated to deliver services that meet stakeholder needs. In a real-world scenario, a company with a blame culture may see high incident recurrence, whereas a culture that encourages blameless post-mortems can improve service reliability through continuous learning.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Four Dimensions of IT Service Management — This question tests Four Dimensions of IT Service Management — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Organisational culture — Option C is correct because organisational culture is explicitly defined within the ITIL 4 Organisations and People dimension, which focuses on how the organisation's structure, culture, and human resources enable value co-creation. This dimension ensures that the culture supports the service management strategy and that people have the right competencies and authority to perform their roles effectively.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which TWO of the following are part of the 'Organisations and People' dimension?
medium
A.Contracts and agreements
✓ B.Roles and skills
C.Data and information
D.Tools and technology
✓ E.Culture and behaviour
Why B: Culture and roles/skills are part of Organisations and People. Data and tools belong to Information and Technology; contracts belong to Partners and Suppliers.
Variation 2. Which TWO of the following are part of the Organisations and People dimension?
easy
A.Information security policies
✓ B.Roles and responsibilities
C.Data architecture
D.Supplier contracts
✓ E.Organisational culture
Why B: Culture and roles are part of Organisations and People. Data and contracts belong to other dimensions.
Variation 3. Which dimension of ITIL 4 includes the roles and responsibilities of staff?
easy
✓ A.Organizations and People
B.Information and Technology
C.Value Streams and Processes
D.Partners and Suppliers
Why A: The Organizations and People dimension of ITIL 4 specifically addresses the roles, responsibilities, culture, and competencies required to support the service value system. This dimension ensures that staff are properly structured, skilled, and empowered to execute processes and deliver services effectively.
Last reviewed: Jun 24, 2026
Question Discussion
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This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.
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