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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: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 3: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology - Holistic approach and interdependencies |
| Topic 5: ITIL Value System | 20% | - Continual improvement - Management Practices overview - Guiding Principles (7 principles and application) - Governance - Service Value Chain activities |
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NEW QUESTION # 14
Which of the following statements about value streams is INCORRECT?
Answer: B
Explanation:
Value streams include all activities and stakeholders required to create and deliver value, which can involve suppliers and partners as part of the overall flow of work. Therefore, excluding suppliers is incorrect.
NEW QUESTION # 15
Which of the following describes a management practice?
Answer: B
Explanation:
A management practice is best described as a set of organizational resources and capabilities designed to perform work or accomplish an objective, which makes option B correct. In ITIL, a practice is broader than a process. It includes not only activities and workflows, but also roles, competencies, information, technology, partners, and other resources needed to perform effectively. This reflects the Four Dimensions and ITIL's holistic approach. Option A and D describe value streams or processes more closely, depending on interpretation. Option C refers more to a model or visualization of value co-creation rather than a practice. Practices such as incident management, service level management, architecture management, and supplier management enable the organization to perform specific types of work consistently and effectively within the wider value system.
NEW QUESTION # 16
Which of the following is NOT an activity of digital product and service lifecycle?
Answer: C
Explanation:
The digital product and service lifecycle includes activities such as discover, design, build, transition, operate, support, deliver, and acquire. "Agree" is not one of the defined lifecycle activities.
NEW QUESTION # 17
Which governance activity is focused on ensuring adherence with policies and strategic direction?
Answer: D
Explanation:
Monitor is the governance activity focused on ensuring adherence with policies, expectations, and strategic direction, which makes option C correct. In ITIL governance, evaluate is used to assess stakeholder needs, environmental conditions, and performance information. Direct is used to establish direction, priorities, and policies. Monitor checks whether actual performance, behavior, and results align with what has been directed and required. It is therefore the activity most closely associated with oversight, compliance, assurance, and accountability. Discover is not one of the governance activities in the ITIL Value System. Monitoring is essential because strategy and policies only create value when the organization confirms they are being followed and that the intended outcomes are being achieved. This keeps governance connected to performance, risk, and continual improvement.
NEW QUESTION # 18
Which dimension of product and service management addresses data and technologies used in digital product and services?
Answer: B
Explanation:
Information and technology is the dimension that addresses the data and technologies used in digital products and services, so option D is correct. ITIL explains that this dimension includes applications, infrastructure, tools, automation, analytics, AI, monitoring, communication systems, and the management of data, information, and knowledge. It also includes concerns such as data quality, access, governance, security, and technology capability. This dimension is central in digital product and service management because technology not only supports service delivery, but often forms the core of the product itself. Partners and suppliers covers external organizations, organizations and people covers structure and skills, and value streams and processes covers workflows. Therefore, when the focus is specifically on data and technological enablement, the correct ITIL dimension is information and technology.
NEW QUESTION # 19
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