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| Section | Objectives |
|---|---|
| ITIL Management Practices | - General Management Practices Overview - Service Management Practices Overview - Technical Management Practices Overview |
| Key Concepts of Service Management | - Organizations, Service Providers, Service Consumers - Products and Services - Value and Value Co-Creation |
| The Four Dimensions of Service Management | - Value Streams and Processes - Information and Technology - Partners and Suppliers - Organizations and People |
| ITIL Service Value System (SVS) | - Guiding Principles - Service Value Chain - Governance - Continual Improvement |
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질문 # 115
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
정답：D
설명：
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.
질문 # 116
What is service quality most concerned with?
정답：A
설명：
Service quality is most concerned with how well a service meets agreed requirements and expectations, so option A is correct. 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. This means quality is broader than speed of incident resolution alone. It includes utility, warranty, sustainability, and user experience, depending on the context of the service relationship. Social responsibility may be part of sustainability, but it does not on its own define overall service quality. Likewise, rapid development does not guarantee quality. ITIL encourages organizations to translate expectations into service level metrics and manage the service accordingly. Therefore, service quality is fundamentally about meeting what has been agreed and what stakeholders genuinely need.
질문 # 117
An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?
정답：C
설명：
The principle 'Start where you are' emphasizes assessing the current state before making changes. Identifying who the consumer is and why they use the service helps the organization understand existing value, performance, and context, enabling informed decisions based on real conditions rather than assumptions.
질문 # 118
Which activity focuses on securing and allocating necessary resources efficiently?
정답：A
설명：
The acquire activity focuses on securing and allocating the necessary resources, including products and services from suppliers, ensuring they are obtained efficiently to support value creation.
질문 # 119
How does the 'information and technology' dimension support effective product and service management?
정답：D
설명：
The information and technology dimension supports product and service management by enabling the data, information, and technology needed to create, deliver, support, and improve services. That is why option A is correct. ITIL emphasizes that this dimension includes applications, infrastructure, automation, analytics, AI, monitoring, communication tools, and the governance of information assets. It also includes data quality, usability, access, security, and technology capability. These elements help organizations make informed decisions, support workflows, and enable digital products and services. Roles and responsibilities belong primarily to organizations and people. Workflow structure belongs to value streams and processes. External relationships belong to partners and suppliers. Therefore, the dimension focused on the technological and informational foundation of management and service delivery is information and technology.
질문 # 120
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