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| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Value and Value Co-Creation - Organizations, Service Providers, Service Consumers - Products and Services |
| ITIL Management Practices | - Technical Management Practices Overview - Service Management Practices Overview - General Management Practices Overview |
| The Four Dimensions of Service Management | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers |
| ITIL Service Value System (SVS) | - Governance - Continual Improvement - Guiding Principles - Service Value Chain |
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質問 # 105
How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?
正解:B
解説:
The guiding principle "collaborate and promote visibility" should be applied by involving stakeholders and sharing information with them, so option A is correct. ITIL stresses that good decisions and effective work depend on people understanding what is happening, why it matters, and how they can contribute. Collaboration helps bring together different perspectives, knowledge, and responsibilities. Visibility ensures that work, progress, risks, and priorities are transparent enough for informed participation and trust. Limiting communication to management weakens collaboration. Reusing existing processes relates more to "start where you are." Capturing feedback after each iteration relates more closely to "progress iteratively with feedback." This principle helps organizations reduce silos, improve coordination, and create a more shared understanding of how value is being created across the service relationship.
質問 # 106
Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?
正解:D
解説:
The partners and suppliers dimension is the correct answer because it covers the relationships an organization has with other organizations involved in product and service management. These external organizations may contribute during discovery, design, build, transition, support, or continual improvement. ITIL emphasizes that modern organizations often rely on ecosystems rather than acting alone. This means they must manage contracts, shared responsibilities, dependencies, specialist expertise, performance expectations, and integration across the wider service network. Value streams and processes addresses workflows, not external relationships.
Information and technology focuses on data and enabling technologies. Organizations and people focuses on structure, competencies, leadership, and culture. Since the question specifically asks about relationships with other organizations involved in the lifecycle, the relevant dimension is clearly partners and suppliers.
質問 # 107
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
正解:A
解説:
The organizations and people dimension ensures that individuals within the organization have the appropriate skills, competencies, roles, and structure to meet current and anticipated needs in delivering products and services.
質問 # 108
Which activity has the primary responsibility for maintaining and monitoring digital products and supporting systems?
正解:D
解説:
The operate activity has the primary responsibility for maintaining and monitoring digital products and supporting systems, so option C is correct. In ITIL, operate focuses on keeping live products and supporting environments functioning effectively. This includes monitoring system behavior, managing events, maintaining performance, ensuring reliability, and responding to deviations that affect product operation. Deliver is about providing services to users, including onboarding and service-level fulfillment. Support helps minimize the impact of incidents, issues, and disasters on users and services. Transition introduces new or changed products and services into the live environment. Operate is therefore the activity most closely associated with ongoing product health and technical stability. It provides the operational foundation that allows services to be delivered consistently and value to continue flowing.
質問 # 109
Which ITIL concept includes governance, practices, and continual improvement?
正解:D
解説:
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.
質問 # 110
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