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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 2: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Management Practices overview - Governance - Service Value Chain activities - Continual improvement |
| Topic 3: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology |
| Topic 5: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
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NEW QUESTION # 96
Which chapter of a practice guide provides recommendations for the successful automation of the practice?
Answer: B
Explanation:
The Information and technology chapter of a practice guide provides recommendations for the successful automation of the practice, as it addresses the tools, systems, and technological considerations that enable and support automation.
NEW QUESTION # 97
A team is developing a new digital service. Instead of delivering all features at once, they release a small set of features, gather user feedback, and adjust the next release based on what they learn. Which ITIL Guiding Principle is the team applying in this situation?
Answer: D
Explanation:
The team is applying the guiding principle "progress iteratively with feedback," so option C is correct. ITIL recommends moving in manageable steps rather than attempting to deliver everything in one large release. By releasing a small set of features first, the team reduces risk, gets faster learning, and avoids investing heavily in assumptions that may prove incorrect.
Gathering user feedback allows them to refine priorities and make the next release more valuable and relevant. This principle is especially useful in complex or uncertain environments where needs may evolve and outcomes cannot be perfectly predicted in advance. While focus on value and collaboration are also important here, the clearest principle illustrated is iterative progress supported by feedback. It helps improve adaptability, responsiveness, and overall service quality.
NEW QUESTION # 98
Which service value chain activity relates with buying new products?
Answer: D
Explanation:
This activity focuses on acquiring or creating the products and services needed to deliver value to customers.
NEW QUESTION # 99
How do ITIL practice guides benefit organizations managing digital products and services?
Answer: B
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 # 100
What does a service journey describe?
Answer: D
Explanation:
A service journey describes the end-to-end interactions between a service provider and a service consumer, which makes option A correct. ITIL uses this concept to help organizations understand the full consumer experience across the stages of discovering, accessing, using, receiving support for, and continuing with a service. It includes visible touchpoints, interactions, perceptions, and moments that shape user experience and value realization. It is not the same as internal workflows, which belong more to value streams and processes. It is also not the same as the product lifecycle or the formal sequence of value chain activities. By understanding the service journey, organizations can improve service design, communication, support, and experience from the consumer perspective rather than only from an internal operational viewpoint.
NEW QUESTION # 101
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