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| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS) |
| ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| ITIL Practices | 34-38% | - General management practices - Service management practices - Technical management practices |
| The Four Dimensions of Service Management | 13-17% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| ITIL Guiding Principles | 15-19% | - Optimize and automate - Focus on value - Start where you are - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility |
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NEW QUESTION # 40
Which of the following is NOT one of the steps in value stream mapping?
Answer: D
Explanation:
Value stream management is not one of the actual steps in value stream mapping, so option D is correct. In ITIL, value stream mapping typically includes identifying the value stream, mapping the current or "as-is" flow, analyzing bottlenecks and waste, and often designing an improved or "to- be" flow. These activities help an organization understand how work, information, and artifacts move across teams to create value. Value stream management is broader than mapping. It includes the ongoing governance, monitoring, optimization, and improvement of value streams over time. In other words, mapping is an important technique within the wider discipline of managing value streams. ITIL treats mapping as a way to visualize and analyze workflows, while management ensures performance, adaptation, and continual improvement of those workflows.
NEW QUESTION # 41
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Answer: A
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
NEW QUESTION # 42
What influences whether a service is perceived as valuable by a consumer?
Answer: D
Explanation:
A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer. That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance.
Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort. Conversely, a service with well- balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.
NEW QUESTION # 43
What is a digital service?
Answer: C
Explanation:
A digital service is a service that fully or largely relies on digital products, which makes option A correct. ITIL distinguishes between digital products and digital services while showing that they are closely connected. The digital product is the combination of digital resources designed to offer value. The digital service is the means by which value is co-created with consumers using those products. Option B is closer to the definition of a digital product. Option C describes one type of service interaction, not the general definition of a digital service. Option D refers to a catalogue or representation of available services rather than the service itself. The digital service concept reflects ITIL's focus on technology-enabled value creation through outcomes, service relationships, and managed access to capabilities.
NEW QUESTION # 44
Which statement regarding a partnership relationship is TRUE?
Answer: B
Explanation:
A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.
NEW QUESTION # 45
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