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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: High-Velocity IT Concepts and Digital Enterprise | 25% | - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance |
| Topic 2: Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
| Topic 3: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Topic 4: Guiding Principles and Foundational Concepts for Velocity | 20% | - Lean, agile, resilient, and continuous principles - Service-dominant logic, design thinking, complexity thinking - Ethics, safety culture, lean culture, Toyota Kata |
| Topic 5: Enabling Fast Development | 15% | - Automation, cloud-native practices, and rapid deployment - Agile, DevOps, and continuous integration/delivery practices |
| Topic 6: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 7: Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
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NEW QUESTION # 26
A new digital service is being designed. The team needs to make sure the service will meet agreed response times, availability targets, and support hours expected by customers.
Which practice should take the LEAD in defining and agreeing these targets?
Answer: C
Explanation:
Service level management is the practice responsible for setting clear business-based targets for service levels and ensuring that delivery is assessed and managed against them. Response times, availability targets, and support hours are classic service level concerns.
NEW QUESTION # 27
A team limits the number of work items allowed in each stage of its workflow and visualizes the flow of work on a board.
Which outcome is this MOST likely to achieve?
Answer: C
Explanation:
Kanban makes work visible and applies work-in-progress limits so that bottlenecks become apparent and are addressed. Restricting concurrent work reduces context switching and queuing, which shortens lead times and improves throughput, even though individual utilization may appear lower.
NEW QUESTION # 28
A digital product team is composed of people who each have deep expertise in one area but sufficient knowledge to contribute in several others.
Which concept does this describe?
Answer: C
Explanation:
T-shaped people combine depth in a specialty with breadth across other disciplines. Such team members reduce hand-offs and bottlenecks, enable teams to remain effective when individuals are unavailable, and support the cross-functional, autonomous teams needed for high-velocity delivery.
NEW QUESTION # 29
An organization wants its teams to improve continually by setting a target condition, understanding the current condition, and then running small experiments toward the target.
Which approach is being described?
Answer: B
Explanation:
Toyota Kata is a structured improvement approach based on repeated cycles of understanding the direction, grasping the current condition, establishing the next target condition, and experimenting toward it. It builds an organizational habit of scientific thinking and continual improvement rather than relying on one-off improvement projects.
NEW QUESTION # 30
Which is an example of a typical behaviour pattern for 'design thinking'?
Answer: D
Explanation:
Design thinking is an iterative, human-centred approach that emphasizes exploration, prototyping, and learning through feedback. Experimenting with and testing ideas is a core behaviour pattern because it enables teams to quickly validate assumptions, refine solutions, and adapt based on real user feedback and observed outcomes.
NEW QUESTION # 31
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