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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15-19% | - Start where you are - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility |
| Topic 2: ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| Topic 3: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles - The service value chain |
| Topic 4: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS) |
| Topic 5: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 6: The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
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NEW QUESTION # 98
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
Answer: D
Explanation:
The organizations and people dimension ensures that individuals within the organization have the appropriate skills, competencies, roles, and structure to meet current and anticipated needs in delivering products and services.
NEW QUESTION # 99
A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?
Answer: A
Explanation:
Trying to design a workflow for every possible exception usually creates unnecessary complexity, so option B is correct. ITIL explains that organizations operate in contexts of varying complexity and should avoid over-engineering workflows in an attempt to control every scenario in advance.
Highly detailed procedures may appear thorough, but they can become hard to understand, slow to use, difficult to maintain, and ineffective when real conditions change. Instead, ITIL recommends designing processes as practical high-level courses of action, supported by situational judgment and continual adaptation. Excessive detail can reduce agility and make work less efficient without improving value. Strong risk control comes from appropriate governance, visibility, learning, and resilience, not from trying to predict every possible exception. Therefore, over-designing workflows tends to add waste rather than improve performance.
NEW QUESTION # 100
When is the earliest that a workaround can be documented in 'problem management'?
Answer: B
NEW QUESTION # 101
What does sustainability assure in the context of a service or product?
Answer: A
Explanation:
Sustainability assures that a service or product continually meets requirements for environmental responsibility, ensuring that its design, delivery, and operation minimize negative environmental impact over time.
NEW QUESTION # 102
Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?
Answer: B
Explanation:
The build activity is responsible for developing, integrating, and testing digital products, transforming designs and requirements into functional solutions that are ready for deployment and use.
NEW QUESTION # 103
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