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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Co-created Value and Assured Conformance | 5% | - Governance, risk, and compliance - Relationship management and service design |
| Topic 2: Digital Product Lifecycle and ITIL Operating Model | 20% | - ITIL service value system and service value chain - Digital product lifecycle integration - Four dimensions of service management |
| Topic 3: Fast Development and Delivery | 15% | - Automation and cloud technologies - Architecture management and business analysis - Software development and testing practices |
| Topic 4: Valuable Investments | 15% | - Portfolio management and investment prioritization - Strategic alignment and innovation |
| Topic 5: Fundamental Principles and Concepts | 15% | - Design thinking, complexity thinking, and service-dominant logic - ITIL guiding principles - Lean, Agile, DevOps, and continuous improvement |
| Topic 6: Concepts of High-velocity IT | 20% | - Digital products and digital technology - Digital transformation and IT transformation - Characteristics and objectives of high-velocity IT |
| Topic 7: Resilient Operations | 10% | - Service continuity and infrastructure management - Availability, capacity, and performance management - Monitoring, incident, and problem management |
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NEW QUESTION # 19
A newly-formed site reliability engineering (SRE) team is focused on increasing the resilience of IT systems.
The team is investigating tooling options that can be used to diagnose issues and automate operational responses.
Which practice would BEST help this team?
Answer: C
Explanation:
The scenario points directly to observability, event detection, diagnosis, and automated operational response.
These are core capabilities of monitoring and event management. This practice helps collect, analyze, correlate, and act upon information about services and infrastructure conditions.
Software development and management is broader and focused on development lifecycle activities. Service continuity management deals with major disruption preparedness and recovery. Infrastructure and platform management supports the technical environment, but it is not the best fit for detecting issues and triggering responses.
A is therefore the best answer because it most directly supports SRE-style resilience through telemetry and operational automation.
The ITIL 4 practice-guide manual also emphasizes automation and tooling as important enablers of practice effectiveness .
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NEW QUESTION # 20
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
Answer: A
NEW QUESTION # 21
Which statement about the reporting of service outcomes and performance is CORRECT?
Answer: A
NEW QUESTION # 22
A provider has researched a market opportunity, created an initial product concept, built a pilot version, and gathered feedback from early adopters.
Which stage of the digital product lifecycle is the provider MOST clearly operating in?
Answer: C
Explanation:
The activities described are focused on creating and refining the product offering itself. Researching the opportunity, building a pilot, and learning from early adopters all fall within the obtain/build area of the lifecycle from the provider's perspective.
Engage is more about interactions with users and customers in consuming and supporting the offering.
Support is about ongoing service operation. Retire is about end-of-life activities. Since the scenario is centered on creating and evolving the offering before broader operational use, B is the strongest answer.
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NEW QUESTION # 23
An organization ' s efforts to maintain high levels of availability have significantly impacted its ability to make fast and frequent changes.
Which action BEST represents how the ' availability management ' practice can support both of these aims?
Answer: D
Explanation:
This question is about balancing two goals that often seem in tension in HVIT: high availability and high change velocity. Site reliability engineering (SRE) is specifically designed to balance innovation speed with reliability outcomes by using engineering practices, automation, error budgets, observability, and operational learning.
A is only a metric and not a full improvement approach. B is useful, but event automation alone does not provide the broader balancing mechanism between reliability and delivery speed. C can be valuable for resilience testing, but SRE is the more complete and operationally integrated answer for supporting both fast change and availability.
Therefore D is best because SRE directly addresses the need to sustain resilient services while enabling rapid and frequent change.
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NEW QUESTION # 24
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