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問題 #79
An IT support engineer assisting a user in configuring their laptop is an example of which concept?
答案：D
解題說明：
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value-creating action in this scenario.
問題 #80
Which dimension of product and service management focuses on implementing a system of rules, policies, and standards to manage data assets?
答案：B
解題說明：
The correct answer is C. ITIL Version 5 explains that the "information and technology" dimension addresses data, information, knowledge, and technologies used in digital products and services, as well as those used in the organization's product and service management systems. Data governance is defined as a system of rules, policies, standards, processes, and controls that organizations implement to manage their data assets effectively. It ensures data quality, security, usability, and availability throughout the data lifecycle, from creation and collection to storage, use, and deletion. This clearly places the topic within the information and technology dimension. Option A focuses on relationships with suppliers and partners. Option B focuses on organizational structure, culture, leadership, skills, and competencies. Option D focuses on workflows, processes, and value streams. Although good data governance may involve people, processes, and suppliers, its main subject is data and information, making "information and technology" the best answer.
問題 #81
Which statement BEST describes service quality?
答案：A
解題說明：
A useful way to answer this is by eliminating the near-matches. ITIL defines service quality as "the sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs." That matches option A exactly. Option B is the definition of utility, which ITIL summarizes as what the service does and whether it is fit for purpose. Option C is a Service Level Agreement, a documented agreement between provider and customer. Option D is warranty, which ITIL explains as the assurance that a product or service will meet agreed requirements and be fit for use. These distinctions matter in ITIL because service quality is broader than just warranty or utility alone. The framework also places service quality within service level management and service level definitions, showing that quality reflects the overall characteristics relevant to stakeholder needs, not just performance promises or functionality. Since option A aligns precisely with the glossary wording and the others map to different official terms, A is the only correct and verified answer.
問題 #82
Which ITIL concept includes governance, practices, and continual improvement?
答案：D
解題說明：
The ITIL concept that includes governance, practices, and continual improvement is the ITIL Value System, so option A is correct. The Value System is the overarching model that shows how all major ITIL components work together to enable value creation. It includes guiding principles, governance, the value chain, management practices, and continual improvement. This integrated structure helps organizations align strategic direction with operational execution while remaining adaptable and focused on value. The deliver and support activities are only two parts of the value chain, not the whole system. A guiding principle is only one component of the Value System. A dimension is a perspective used to ensure holistic consideration.
Therefore, the only option that fully includes governance, practices, and continual improvement is the ITIL Value System.
問題 #83
Which of the following statements about value streams is INCORRECT?
答案：B
解題說明：
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.
問題 #84
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