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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Focus on value - Keep it simple and practical - Optimize and automate - Start where you are |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| Topic 3: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain - The service value chain |
| Topic 4: ITIL Practices | 34-38% | - General management practices - Service management practices - Technical management practices |
| Topic 5: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
| Topic 6: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
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問題 #28
What is the MAIN purpose of using feedback throughout improvement iterations?
答案：B
解題說明：
The main purpose of feedback during improvement iterations is to ensure that actions remain relevant and effective as circumstances change, so option B is correct. ITIL promotes iterative progress because environments, stakeholder needs, risks, and information often change during work. Feedback helps teams learn what is working, what is not, and what should be adjusted before moving further. It is not realistic to expect all stakeholders to fully agree at every point, and feedback does not eliminate the need for future adjustments. Instead, it supports better decisions, earlier correction, and more effective alignment with value. This approach reduces waste and improves adaptability. It is closely connected to the guiding principle "progress iteratively with feedback," which encourages organizations to move in manageable steps and use learning continuously to refine outcomes.
問題 #29
What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?
答案：C
解題說明：
ITIL emphasizes that value stream mapping identifies and visualizes how value flows, while value stream management ensures that the value stream performs effectively over time. That is why option A is correct. Mapping is a diagnostic and analytical activity. It helps organizations understand the current flow of work, information, handoffs, delays, bottlenecks, and opportunities for improvement. Management is broader and continuous. It involves monitoring performance, setting measures, coordinating improvements, adapting to changes, and maintaining the health of the value stream over time. Mapping is therefore one important tool within the larger discipline of management.
問題 #30
A printer is delivered to a customer, while ongoing maintenance and support are provided by the supplier. Which combination of service interactions is shown in this situation?
答案：A
解題說明：
This situation shows transfer of goods and service actions, so option C is correct. The printer being delivered to the customer is an example of transfer of goods because a physical item is provided to the consumer. The ongoing maintenance and support are service actions because they involve activities carried out by the supplier to help the customer use the printer successfully and maintain service performance. Access to resources would apply if the customer were mainly using provider-owned resources under agreed terms, such as software access or shared infrastructure. A service journey is broader and refers to the end-to-end experience across interactions. ITIL identifies these interaction patterns to help organizations understand how value is co-created in different service relationships. In this case, both a physical transfer and ongoing provider activity are clearly present.
問題 #31
Why are Value streams and processes' important in product and service management?
答案：D
解題說明：
Value streams and processes are important because they show how activities are coordinated to create and deliver value, so option B is correct. In ITIL, the value streams and processes dimension focuses on how work flows through the organization and across organizational boundaries. It helps explain the sequence of activities, dependencies, handoffs, and interactions that transform demand into useful outcomes for stakeholders. This is essential because value creation is rarely achieved by one team or one isolated activity. Tools, reporting lines, and contracts may support management, but they are not the main concern of this dimension. ITIL stresses that actual work as performed should be understood, mapped, analyzed, and improved.
Value streams make the flow of value visible, while processes provide structured guidance for recurring activities that support that flow.
問題 #32
What is a digital product?
答案：B
解題說明：
A digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers, so option C is correct. ITIL treats products as structured configurations of resources that can include software, infrastructure, data, interfaces, knowledge, and supporting capabilities. These products form the basis for digital services and help enable outcomes for consumers.
問題 #33
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