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| Section | Weight | Objectives |
|---|---|---|
| ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities - Continual improvement - Governance |
| ITIL Management Practices | 28% | - General Management Practices
|
| Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners |
| Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers - Holistic approach and interdependencies |
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NEW QUESTION # 105
Which of the following is NOT an activity of digital product and service lifecycle?
Answer: C
Explanation:
The digital product and service lifecycle includes activities such as discover, design, build, transition, operate, support, deliver, and acquire. "Agree" is not one of the defined lifecycle activities.
NEW QUESTION # 106
Which of the following statements about 'outcomes' is TRUE?
Answer: B
Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.
NEW QUESTION # 107
Why does the ITIL Continual Improvement Model begin by defining the vision?
Answer: A
Explanation:
The continual improvement model begins by defining the vision to ensure that improvement efforts align with organizational objectives, so option B is correct. Without a clear understanding of the desired direction, teams may improve the wrong things, optimize locally, or invest effort in changes that do not support strategy or stakeholder value. The vision acts as the anchor for later questions such as where the organization is now, where it wants to be, how it will get there, and how progress will be measured. ITIL emphasizes that improvement should not be random or isolated. It should support the wider purpose, priorities, and desired outcomes of the organization.
Current performance metrics and actions matter, but they come after the vision has clarified what success actually means in context.
NEW QUESTION # 108
What enables the digital product and service management activities of an organization?
Answer: C
Explanation:
Management practices enable the digital product and service management activities of an organization by providing the structured capabilities, resources, and expertise required to plan, develop, deliver, and improve products and services.
NEW QUESTION # 109
Which governance activity is focused on ensuring adherence with policies and strategic direction?
Answer: C
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 # 110
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