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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Governance - Guiding Principles (7 principles and application) - Continual improvement - Management Practices overview - Service Value Chain activities |
| Topic 2: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 3: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners |
| Topic 4: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Value Streams and Processes - Organizations and People - Holistic approach and interdependencies - Information and Technology |
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NEW QUESTION # 99
Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
Answer: C
Explanation:
The cause of one or more incidents. It represents a deeper issue that needs to be identified and resolved to prevent future incidents. For example, the root cause of a system outage might be a software bug or a hardware failure.
NEW QUESTION # 100
Which of the following BEST describes an outcome in a service relationship?
Answer: D
Explanation:
An outcome in a service relationship is a result achieved by a stakeholder through the use of one or more outputs, representing the value realized from the service rather than the deliverables themselves.
NEW QUESTION # 101
Which aspect of an Official ITIL Practice Guide describes the roles, competencies, and responsibilities needed for a specific practice?
Answer: D
Explanation:
The organizations and people aspect of an Official ITIL Practice Guide describes the roles, competencies, and responsibilities needed for a specific practice, so option C is correct. This reflects the Four Dimensions model, where organizations and people focuses on leadership, structure, culture, roles, skills, and communication. In a practice guide, this aspect helps organizations understand what human capabilities and accountabilities are necessary to apply the practice effectively.
NEW QUESTION # 102
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
Answer: C
NEW QUESTION # 103
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 # 104
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