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質問 # 58
Which of the following statements about value streams is INCORRECT?
正解：A
解説：
Option B is the incorrect statement. ITIL does not say value streams should exclude suppliers. In fact, value streams can extend across organizational boundaries and often include interactions with partners and suppliers, especially where third parties contribute to discovery, design, build, transition, operation, delivery, or support. The book presents service networks and cross-organizational workflows as normal features of modern product and service management. ITIL also explains that value streams are context-specific combinations of management activities within the organization's value chain, and that these value streams should be identified, mapped, analysed, and continually improved. This ongoing improvement implies that value streams evolve over time, so option C is true. Since management practices enable and support value chain activities, and these activities are combined into value streams, option D is also true because multiple practices can contribute to a single value stream. Option A is acceptable in the exam sense because value streams are formed from the organization's value chain activities and supported by practices. Therefore, the only incorrect statement is B, because excluding suppliers would contradict ITIL's holistic and cross- organizational view of value creation.
質問 # 59
According to the ' Focus on value ' ITIL Guiding Principle, all organizational activities should link back to what?
正解：C
解説：
According to the ITIL guiding principle "focus on value," all organizational activities should link back to benefits for the organization, its customers, and other stakeholders, so option A is correct. ITIL defines value broadly as perceived benefits, usefulness, and importance. This means value is not limited to financial gain alone. It may include customer outcomes, user experience, sustainability, trust, operational effectiveness, and strategic progress. The principle reminds organizations to ask why an activity is being performed and how it contributes to meaningful results. Increased revenue, employee satisfaction, and market share can all matter, but none of them alone fully represents value. By linking activities to stakeholder benefit, organizations avoid waste, align effort with purpose, and ensure that decisions support value creation rather than internal activity for its own sake.
質問 # 60
Why is project management important in ITIL?
正解：C
解説：
The correct answer is C. ITIL Version 5 includes project management as one of the general management practices. A project is defined as a temporary structure created to deliver one or more business products according to an agreed business case, and the project management practice ensures that an organization's projects are successfully delivered. This makes project management important when the organization needs to deliver time-bound initiatives, such as introducing new or changed products, services, features, platforms, or improvements. Option A is incorrect because routine operational activities and service requests are handled through practices such as service request management, service desk, incident management, and operations- related activities. Option B is incorrect because governance authority is defined through governance, not project management. Option D may sound partly relevant, but it is more closely related to change enablement and organizational change management. Project management focuses specifically on temporary initiatives with defined outcomes, business justification, and delivery control.
質問 # 61
Which BEST describes the principle of "keep it simple and practical" ?
正解：B
解説：
The correct answer is A. The ITIL guiding principle "keep it simple and practical" states that organizations should always aim to minimize the number of steps needed to accomplish an objective. ITIL Version 5 recommends applying outcome-based thinking and eliminating any process, product, service, action, or metric that does not increase value or produce a useful outcome. ITIL also warns that trying to create a specific solution for every exception often leads to over-complication. Designers should think about exceptions, but they cannot practically cover them all with detailed procedures. Instead, they should design rules that can handle exceptions generally. This makes option A the best answer. Options B, C, and D directly contradict the principle because they encourage too many features, too many unique processes, and too many steps. ITIL emphasizes simplicity, value, autonomy, trust, and practical decision-making, especially in complex situations where rigid and overly detailed controls are often ineffective.
質問 # 62
Which of the following activities BEST represents transfer of goods in a service offering?
正解：D
解説：
ITIL Version 5 describes three forms of service relationships during delivery: access to resources, transfer of goods, and service actions. Transfer of goods refers to situations in which goods are provided to users as part of the service. In the deliver activity section, examples include non-returnable equipment and supplies, manuals, and access keys. Among the options, supplying new laptops to the customer best represents transfer of goods, so B is the correct answer. Option A is clearly access to resources because the user is accessing shared online storage. Options C and D are service actions because they involve support, training, or advice provided by the service provider. ITIL also notes that in some cases something may appear to be transfer of goods but is actually access to resources if ownership remains with the provider. However, in exam-style interpretation, "supplies new laptops to the customer" is the best available match to transfer of goods.
Therefore, using the ITIL framework's service interaction categories, B is the strongest and verified answer.
質問 # 63
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