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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Concepts of High-velocity IT | 20% | - Digital transformation and IT transformation - Digital products and digital technology - Characteristics and objectives of high-velocity IT |
| Topic 2: Fundamental Principles and Concepts | 15% | - ITIL guiding principles - Lean, Agile, DevOps, and continuous improvement - Design thinking, complexity thinking, and service-dominant logic |
| Topic 3: Fast Development and Delivery | 15% | - Architecture management and business analysis - Automation and cloud technologies - Software development and testing practices |
| Topic 4: Resilient Operations | 10% | - Availability, capacity, and performance management - Service continuity and infrastructure management - Monitoring, incident, and problem management |
| Topic 5: Valuable Investments | 15% | - Portfolio management and investment prioritization - Strategic alignment and innovation |
| Topic 6: Digital Product Lifecycle and ITIL Operating Model | 20% | - Digital product lifecycle integration - Four dimensions of service management - ITIL service value system and service value chain |
| Topic 7: Co-created Value and Assured Conformance | 5% | - Relationship management and service design - Governance, risk, and compliance |
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NEW QUESTION # 37
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation?
Answer:
Explanation:
Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
NEW QUESTION # 38
What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in the future?
Answer: B
NEW QUESTION # 39
A customer is retiring a service and has terminated the contract for the service with the service provider.
The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
Answer:
Explanation:
Identifying and making requests for outstanding payments for the service
NEW QUESTION # 40
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
Answer: C
NEW QUESTION # 41
Which activity describes user-centered service design?
Answer:
Explanation:
Balancing user experience with the technical and business requirements
NEW QUESTION # 42
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