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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Continual improvement - Governance - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities |
| Topic 2: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 3: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 4: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Value Streams and Processes - Holistic approach and interdependencies - Information and Technology - Organizations and People |
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NEW QUESTION # 117
What is a digital service?
Answer: B
Explanation:
A digital service is a service that fully or largely relies on digital products, which makes option A correct. ITIL distinguishes between digital products and digital services while showing that they are closely connected. The digital product is the combination of digital resources designed to offer value. The digital service is the means by which value is co-created with consumers using those products. Option B is closer to the definition of a digital product. Option C describes one type of service interaction, not the general definition of a digital service. Option D refers to a catalogue or representation of available services rather than the service itself. The digital service concept reflects ITIL's focus on technology-enabled value creation through outcomes, service relationships, and managed access to capabilities.
NEW QUESTION # 118
A company plans an improvement initiative and ensures it is clearly linked to organizational goals and objectives. Which continual improvement step is being performed?
Answer: D
Explanation:
The step being performed is "What is the vision?" so option A is correct. In the ITIL continual improvement model, this step establishes the desired direction and ensures that improvement work aligns with organizational goals and objectives. It answers the question of why the improvement matters and what strategic or stakeholder value it is meant to support. Without this first step, later activities may become disconnected from business priorities. "Where are we now?" assesses the current state. "Where do we want to be?" defines the target state more specifically. "Take action" is about implementation. Because the company is ensuring a clear link to goals and objectives before moving ahead, it is working at the vision stage. This creates alignment and gives improvement efforts a clear purpose and justification.
NEW QUESTION # 119
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?
Answer: B
Explanation:
The best metric for evaluating the transition activity is the success rate of releases deployed into the live environment, so option A is correct. Transition is responsible for introducing new or changed products and services into live use with minimal disruption and adequate readiness. A strong success measure is therefore how often releases enter production successfully and perform as intended.
NEW QUESTION # 120
Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?
Answer: C
Explanation:
The guiding principle "Think and work holistically" emphasizes understanding how all parts of an organization function together as an integrated system, recognizing that services and value are created through the interaction of interconnected components rather than isolated activities.
NEW QUESTION # 121
Which of the following is NOT one of the steps in value stream mapping?
Answer: D
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 # 122
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