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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 2: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Topic 3: Enabling Resilient Operations | 10% | - Problem management, service continuity, infrastructure and platform management - Capacity and performance management, monitoring and event management |
| Topic 4: Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
| Topic 5: 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 - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance |
| Topic 6: Guiding Principles and Foundational Concepts for Velocity | 20% | - Service-dominant logic, design thinking, complexity thinking - Lean, agile, resilient, and continuous principles - Ethics, safety culture, lean culture, Toyota Kata |
| Topic 7: Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
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NEW QUESTION # 45
How can a service provider BEST improve its use of the 'capacity and performance management' practice to achieve more 'resilient operations'?
Answer: B
Explanation:
The capacity and performance management practice can best improve resilient operations by assessing improvement opportunities to reduce technical debt, which minimizes performance risks, prevents failures, and strengthens overall system stability.
NEW QUESTION # 46
What is the BEST way for a software development organization to encourage ethical behaviours?
Answer: C
Explanation:
Running workshops where people discuss scenarios with ethical significance is the best way to encourage ethical behaviours, as it promotes awareness, reflection, and shared understanding among staff, making ethical considerations part of everyday decision-making.
NEW QUESTION # 47
After a significant expansion, an organization's employees have started to complain about the way they are managed. Complaints include difficulty contacting managers, short and impolite feedback, and micro-management.
What would BEST contribute to improving the 'trust and be trusted' behaviour?
Answer: C
Explanation:
A strong safety culture promotes psychological safety, open communication, and respectful interactions between people at all levels of the organization. By encouraging trust, transparency, and constructive handling of feedback and mistakes, it directly addresses issues such as poor communication, lack of accessibility, and controlling management behaviors, thereby improving
"trust and be trusted" behaviour.
NEW QUESTION # 48
Which behaviour would be encouraged in a lean culture?
Answer: B
Explanation:
A lean culture encourages continuous improvement, learning, and experimentation. Being curious and trying new things supports discovering better ways of working, validating assumptions, and improving processes through feedback, which is central to lean thinking and value-driven optimization.
NEW QUESTION # 49
Which TWO are characteristics of the service value system within a digital operating model?
1. There are dedicated value streams for each product
2. High performance value co-creation is a part of the culture
3. The service consumer owns the service provider resources
4. A narrow band of visibility is part of the service's design
Answer: D
Explanation:
The service value system in a digital operating model emphasizes collaboration, shared responsibility, and value co-creation between service providers and consumers. A key characteristic is fostering a culture of high performance where value is jointly created rather than delivered in isolation. It also reflects closer alignment and integration between providers and consumers, supporting shared accountability for outcomes rather than strict ownership boundaries.
NEW QUESTION # 50
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