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| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Governance - Continual Improvement - Guiding Principles - Service Value Chain |
| ITIL Management Practices | - Service Management Practices Overview - General Management Practices Overview - Technical Management Practices Overview |
| Key Concepts of Service Management | - Products and Services - Value and Value Co-Creation - Organizations, Service Providers, Service Consumers |
| The Four Dimensions of Service Management | - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
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NEW QUESTION # 81
Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
Answer: B
Explanation:
The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.
NEW QUESTION # 82
Which of the following is a key success metric for the 'acquire' activity?
Answer: A
Explanation:
A key success metric for the acquire activity is the quality of the resources and services outsourced from suppliers, so option B is correct. Acquire is concerned with sourcing and allocating the inputs needed for value creation, including third-party services, components, technology, and other resources. Success therefore depends not only on speed and efficiency, but also on whether what is acquired is fit for purpose, reliable, and aligned with needs. Incident counts are more relevant to operate or support. SLA performance is more relevant to live service delivery. Negative impact of changes is more relevant to transition and change-related activities.
ITIL views acquisition as a strategic and operational capability that supports the wider lifecycle.
Poor-quality acquired resources create downstream problems, so quality is a strong and appropriate success measure.
NEW QUESTION # 83
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 # 84
A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?
Answer: B
Explanation:
The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.
NEW QUESTION # 85
Which is an activity of the 'problem management' practice?
Answer: A
NEW QUESTION # 86
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