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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Governance - Management Practices overview - Guiding Principles (7 principles and application) - Continual improvement - Service Value Chain activities |
| Topic 2: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| Topic 3: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 4: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 5: 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 |
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NEW QUESTION # 66
Which of the following is NOT a success metric of 'discover' activity?
Answer: D
Explanation:
Service performance against agreed SLA targets is not a success metric of the discover activity, so option C is correct. Discover is concerned with understanding stakeholder needs, market context, strategic direction, opportunities, and the relevance of product and service offerings.
Suitable success measures therefore include strategic fit, market relevance, and stakeholder satisfaction with offerings. SLA performance, however, is typically associated with live service delivery and service quality management, especially within deliver, operate, and service level management. It measures how well an existing service performs against agreed targets, not how effectively the organization is exploring needs and opportunities. ITIL separates these concerns so that organizations can evaluate discovery work based on alignment and insight rather than operational results that happen later in the lifecycle.
NEW QUESTION # 67
Which term is used to describe removing something that could have an effect on a service?
Answer: B
Explanation:
In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.
NEW QUESTION # 68
Which statement regarding a partnership relationship is TRUE?
Answer: A
Explanation:
A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.
NEW QUESTION # 69
What ensures that a service provider and a service consumer continually co-create value?
Answer: D
Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
NEW QUESTION # 70
Which dimension of product and service management promotes conducting safe-to-fail experiments in complex situations?
Answer: A
Explanation:
The organizations and people dimension promotes conducting safe-to-fail experiments in complex situations by fostering a culture that encourages learning, collaboration, adaptability, and informed decision-making within teams and across the organization.
NEW QUESTION # 71
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