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| Section | Weight | Objectives |
|---|---|---|
| ITIL Value System | 20% | - Governance - Service Value Chain - Guiding Principles - Continual Improvement |
| Key Concepts of Digital Product and Service Management | 18% | - Value co-creation, outcomes, costs, risks, experience and sustainability - Services, products, utility, warranty, service relationships |
| Organizational and Value Stream Management | 17% | - Product and service lifecycle - Value stream mapping and management |
| ITIL Management Practices | 28% | - Technical management practices - General management practices - Service management practices |
| Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
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46. Frage
Which of the following describes a sponsor within a consumer organization?
Antwort: B
Begründung:
The ITIL Version 5 glossary defines sponsor as "the role that authorizes budget for service consumption." This definition directly matches option D, so D is the correct answer. In service relationships, the sponsor is an important role on the consumer side because consumption of a service requires funding approval and organizational commitment. ITIL distinguishes this role from others involved in requirements, decision- making, or operational use. Option A is closer to the definition of an organization or group structure, not sponsor. Option B refers more to change authorization and would relate to change enablement activities, not consumer budgeting. Option C sounds more like a customer or business representative who defines needs or requirements, rather than the sponsor role itself. Because ITIL uses very precise glossary language for the roles in service relationships, the exact match must be preferred. Therefore, the verified answer is D: the sponsor is the role that authorizes the budget for service consumption.
47. Frage
How do service providers contribute to the creation of service value for consumers?
Antwort: D
Begründung:
ITIL explains service value by connecting outcomes, costs, and risks. In that explanation, service providers help consumers achieve outcomes and, in doing so, take on some of the associated costs and risks. The book also states that service providers are usually specialized in certain types of services, and this specialization gives them access to the resources, knowledge, skills, and experience needed to deliver quality and assurance.
That is why option A is the correct answer. Option B goes too far because consumers still need resources of their own to consume services. Option C is misleading because the consumer still has responsibilities in a service relationship; the provider does not replace the consumer entirely. Option D is incorrect because service providers influence value but do not directly determine the consumer's financial outcomes. ITIL's core definition of a service is also relevant here: a service facilitates outcomes without the consumer having to manage specific costs and risks. When the question asks how providers contribute to service value, ITIL's answer is specialization plus reduction or management of consumer costs and risks, which is captured best by A.
48. Frage
Which dimension of product and service management promotes conducting safe-to-fail experiments in complex situations?
Antwort: D
49. Frage
Which of the following is NOT a success metric of ' discover ' activity?
Antwort: C
Begründung:
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.
50. Frage
Which dimension of product and service management addresses data and technologies used in digital product and services?
Antwort: A
Begründung:
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.
51. Frage
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