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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| Topic 3: ITIL Guiding Principles | 15-19% | - Collaborate and promote visibility - Progress iteratively with feedback - Think and work holistically - Start where you are - Focus on value - Optimize and automate - Keep it simple and practical |
| Topic 4: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain - The service value chain |
| Topic 5: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 6: ITIL Service Management Framework | 2-4% | - ITIL guiding principles - ITIL service value system (SVS) - The four dimensions of service management |
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NEW QUESTION # 91
How do ITIL practice guides benefit organizations managing digital products and services?
Answer: C
Explanation:
ITIL practice guides benefit organizations by supporting the development of product and service management capabilities, so option C is correct. The guides provide practical, structured guidance for specific management areas and help organizations understand how to perform work effectively in context. They do not prescribe one mandatory technology stack or force all organizations into a single maturity target. ITIL also does not separate product and service management as isolated disciplines; instead, it integrates them through the lifecycle model and the value system. The practice guides help teams understand workflows, roles, measures, interfaces with other practices, and considerations across the Four Dimensions. This makes them useful for building real organizational capability, not just passing exams. Their value lies in practical adaptation and capability improvement across a wide range of management areas.
NEW QUESTION # 92
Which is an approach to software development in which software can be released to production at any time after a decision is made by the team?
Answer: C
Explanation:
Continuous delivery is an approach in which software is built and tested in a way that ensures it is always in a deployable state, allowing it to be released to production at any time once the team makes the decision to do so.
NEW QUESTION # 93
What is the primary role of a digital service?
Answer: A
Explanation:
A digital service primarily exists to enable value co-creation by facilitating the outcomes that customers want to achieve. That is why option B is correct. In ITIL, a service helps consumers achieve desired outcomes without them needing to manage all the specific costs and risks themselves. A digital service does this through digital products, technology resources, service actions, and access mechanisms that support users and customers. Processes and workflows may help deliver the service, but they are not the service's primary purpose. Likewise, compliance may be important, but it is a supporting requirement rather than the core role. ITIL consistently defines service management around value, outcomes, and stakeholder needs.
Therefore, the central purpose of a digital service is to help consumers achieve meaningful results through managed, technology-enabled service relationships.
NEW QUESTION # 94
Which is an activity of the 'incident management' practice?
Answer: C
NEW QUESTION # 95
Which statement about the 'band of visibility' is CORRECT?
Answer: D
Explanation:
The band of visibility represents the aspects of service interaction that are visible between the provider and consumer organizations, so option C is correct. In ITIL, it helps distinguish visible interactions from internal activities that occur behind the scenes within either organization. This makes it useful for understanding service relationships, responsibilities, interfaces, and experience. It is not limited to the provider's view alone, nor is it restricted only to modern digital services. It also does not equal the full service journey, because the journey covers the broader end-to-end experience of the consumer across many interactions and stages. The band of visibility is specifically about what can be seen and experienced across organizational boundaries. This clarity helps in designing services, managing expectations, and improving collaboration.
NEW QUESTION # 96
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