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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 2: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 3: ITIL Value System | 20% | - Service Value Chain activities - Management Practices overview - Governance - Continual improvement - Guiding Principles (7 principles and application) |
| Topic 4: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Organizations and People - Value Streams and Processes - Holistic approach and interdependencies - Partners and Suppliers |
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NEW QUESTION # 28
Which governance activity is focused on ensuring adherence with policies and strategic direction?
Answer: A
Explanation:
Monitor is the governance activity focused on ensuring adherence with policies, expectations, and strategic direction, which makes option C correct. In ITIL governance, evaluate is used to assess stakeholder needs, environmental conditions, and performance information. Direct is used to establish direction, priorities, and policies. Monitor checks whether actual performance, behavior, and results align with what has been directed and required. It is therefore the activity most closely associated with oversight, compliance, assurance, and accountability. Discover is not one of the governance activities in the ITIL Value System. Monitoring is essential because strategy and policies only create value when the organization confirms they are being followed and that the intended outcomes are being achieved. This keeps governance connected to performance, risk, and continual improvement.
NEW QUESTION # 29
Which term is used to describe removing something that could have an effect on a service?
Answer: C
Explanation:
In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.
NEW QUESTION # 30
Which role takes responsibility for the outcomes of service consumption?
Answer: C
Explanation:
The customer takes responsibility for the outcomes of service consumption, so option C is correct. In ITIL, the customer is the person or organization that defines requirements and is accountable for the outcomes enabled by the service. This is different from the sponsor, who authorizes budget, and different from users, who interact with the service directly. The service provider is responsible for delivering and supporting the service, but it cannot fully control the consumer's outcomes because those outcomes also depend on how the service is used within the consumer's environment. This distinction is important in service relationships because value is co-created, not simply delivered one-way. By placing accountability for outcomes with the customer, ITIL reflects the shared nature of value creation and the need for active participation on both sides.
NEW QUESTION # 31
When is the earliest that a workaround can be documented in 'problem management'?
Answer: A
NEW QUESTION # 32
Which of the following BEST describes a release?
Answer: C
Explanation:
A release is a version of a product, service, or other configuration item that is made available for use, representing a controlled deployment of new or changed components into the live environment.
NEW QUESTION # 33
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