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| Section | Weight | Objectives |
|---|---|---|
| Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
| Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Guiding Principles and Foundational Concepts for Velocity | 20% | - Lean, agile, resilient, and continuous principles - Service-dominant logic, design thinking, complexity thinking - Ethics, safety culture, lean culture, Toyota Kata |
| High-Velocity IT Concepts and Digital Enterprise | 25% | - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance - Core terms: High-velocity IT, digital organization, digital transformation, digital technology |
| Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
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NEW QUESTION # 52
A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to enquiries
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager
Answer: C
Explanation:
Value realization is shown when the CRM directly supports business goals. Using data analytics to sell more products (1) increases revenue, and sending quick, personalized responses to enquiries (2) improves customer experience. These directly demonstrate value creation for the sales team.
NEW QUESTION # 53
An organization is converting its paper-based customer records into digital format, but has not changed how it works or how it creates value.
Which term BEST describes this?
Answer: D
Explanation:
Digitization is the conversion of analogue information or processes into digital form. Digital transformation is a broader change in an organization's operating model, culture, and value proposition enabled by digital technology; simply converting records without changing ways of working does not constitute transformation.
NEW QUESTION # 54
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:
Site reliability engineering (SRE) techniques within the availability management practice balance availability with the need for speed and frequent change. SRE applies error budgets and automation to maintain resilience while enabling rapid delivery.
NEW QUESTION # 55
The governing body of an organization wishes to establish how much risk the organization is willing to accept in pursuit of its digital objectives.
What is this called?
Answer: D
Explanation:
Risk appetite is the amount and type of risk that an organization is willing to take in order to meet its objectives. It is set by the governing body and provides the boundaries within which teams can make autonomous decisions quickly, which is essential when authority is delegated in a high- velocity environment.
NEW QUESTION # 56
An organization has introduced software engineering practices such as continuous integration and continuous delivery in order to accelerate the delivery of its innovative new products and services. The organization needs to balance these new ways of working and continued compliance with internal and external policies.
Which practice would MOST help the organization to achieve this?
Answer: B
Explanation:
Risk management would most help the organization balance accelerated delivery (through CI/CD) with compliance, as it ensures that risks related to internal and external policies are identified, assessed, and controlled while enabling innovation.
NEW QUESTION # 57
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