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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 2: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 3: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration |
| Topic 4: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Continual improvement - Governance - Service Value Chain activities - Management Practices overview |
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes |
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NEW QUESTION # 14
Which of the following describes a management practice?
Answer: C
Explanation:
A management practice is best described as a set of organizational resources and capabilities designed to perform work or accomplish an objective, which makes option B correct. In ITIL, a practice is broader than a process. It includes not only activities and workflows, but also roles, competencies, information, technology, partners, and other resources needed to perform effectively. This reflects the Four Dimensions and ITIL's holistic approach. Option A and D describe value streams or processes more closely, depending on interpretation. Option C refers more to a model or visualization of value co-creation rather than a practice. Practices such as incident management, service level management, architecture management, and supplier management enable the organization to perform specific types of work consistently and effectively within the wider value system.
NEW QUESTION # 15
Which of the following is NOT one of the steps in value stream mapping?
Answer: A
Explanation:
Value stream management is not one of the actual steps in value stream mapping, so option D is correct. In ITIL, value stream mapping typically includes identifying the value stream, mapping the current or "as-is" flow, analyzing bottlenecks and waste, and often designing an improved or "to- be" flow. These activities help an organization understand how work, information, and artifacts move across teams to create value. Value stream management is broader than mapping. It includes the ongoing governance, monitoring, optimization, and improvement of value streams over time. In other words, mapping is an important technique within the wider discipline of managing value streams. ITIL treats mapping as a way to visualize and analyze workflows, while management ensures performance, adaptation, and continual improvement of those workflows.
NEW QUESTION # 16
Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?
Answer: D
Explanation:
The acquire activity focuses on obtaining products, services, and resources from third parties, and its effectiveness is assessed by evaluating the quality of the resources and services sourced from suppliers.
NEW QUESTION # 17
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
Answer: B
Explanation:
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.
NEW QUESTION # 18
Which of the following BEST describes a release?
Answer: B
Explanation:
A release is a version of a product, service, or other configuration item that is made available for use, representing a controlled deployment of new or changed components into the live environment.
NEW QUESTION # 19
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