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| Section | Objectives |
|---|---|
| The ITIL Service Value System (SVS) | - Overview of the SVS - Opportunity, Demand, and Value |
| ITIL Service Value Chain | - Obtain/Build - Engage - Design & Transition - Deliver & Support - Plan - Improve |
| Guiding Principles | - Think and Work Holistically - Optimize and Automate - Focus on Value - Start Where You Are - Collaborate and Promote Visibility - Keep It Simple and Practical - Progress Iteratively with Feedback |
| The Four Dimensions of Service Management | - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
| Key Concepts of Service Management | - Service Relationships - Value and Value Co-Creation |
| ITIL Practices Overview (Foundational Level) | - Service Desk - Service Level Management - Change Enablement - Incident Management - Continual Improvement |
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質問 # 19
Which role takes responsibility for the outcomes of service consumption?
正解：C
解説：
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.
質問 # 20
Which is a series of steps that an organization undertakes to enable value for consumers through management of products and services?
正解：B
解説：
The correct answer is C. ITIL Version 5 defines a value stream as a series of steps that an organization uses to create and deliver products and services to a service consumer. In Chapter 6, ITIL also explains that a value stream is a series of steps an organization undertakes to enable value for consumers through the management of products and services. Value streams represent the actual sequence of activities performed, rather than only a designed process or theoretical model. They also include the flow of work, information, and artifacts across one or more organizations. Option A is incorrect because the product and service lifecycle describes the stages and management activities across the life of a product or service. Option B is incorrect because the service journey describes interactions between service provider and service consumer. Option D is incorrect because value stream mapping is a technique used to visually represent and analyse value streams; it is not the value stream itself.
質問 # 21
What does the ITIL Guiding Principle ' think and work holistically ' emphasize?
正解：A
解説：
The principle "think and work holistically" emphasizes considering all components of the service value system and their relationships when making decisions, so option A is correct. ITIL teaches that products and services are created and managed through interconnected people, technologies, partners, workflows, governance mechanisms, and practices. Focusing on one part in isolation can create local optimization but system-wide problems. A change that improves one team's efficiency, for example, may create delays or risks elsewhere. This principle encourages organizations to view the full system, including dependencies, handoffs, stakeholders, and outcomes. While value creation is important, that idea is broader and more closely linked to
"focus on value." Automation belongs to another principle. Holistic thinking ensures that improvements support the whole organization and the overall flow of value.
質問 # 22
What is the role of governance within the ITIL Value System?
正解：C
解説：
Within the ITIL Value System, governance provides oversight so that the organization's management system remains effective, adaptive, and responsible. ITIL explains that governance is the level through which the organization directs, controls, and monitors the use of digital technology and ensures alignment with organizational objectives. The text also states that product and service management activities must be performed in line with the direction given by the governing body, and that the governing body maintains oversight of the product and service management system. This aligns most closely with option C: governance ensures organizational activities are directed and controlled. The other options refer to management responsibilities rather than governance. Day-to-day operations are handled through lifecycle activities such as operate, deliver, and support. Process execution and service delivery are management functions supported by practices and value chain activities, not the core role of governance. Technical guidance for service design also belongs elsewhere, especially in practices and lifecycle design work. Because ITIL distinguishes governance from operational management and positions it as the directing and controlling layer, C is the exact verified answer.
質問 # 23
Why is project management important in ITIL?
正解：A
解説：
ITIL Version 5 presents project management as a complementary practice used when organizations need a temporary structure to coordinate work across teams and deliver change in a controlled way. In the build section, ITIL notes that when work is split across specialized teams, organizations may involve project management techniques and create a temporary project management team to mitigate communication issues, longer cycles, and unclear responsibility. ITIL also defines a project as a temporary structure created for delivering one or more business products according to an agreed business case, and the project management practice as ensuring projects are successfully delivered. This supports option D best, because project management enables structured delivery of change while ongoing services continue to operate. Option C sounds plausible, but the question asks why project management is important in ITIL generally, not only for time-bound initiatives. Option A refers more to operational management, and B concerns governance, not project management. Since ITIL positions project management as a way to structure change delivery within the broader lifecycle and management system, D is the strongest verified answer.
質問 # 24
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