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| Section | Weight | Objectives |
|---|---|---|
| Co-created Value and Assured Conformance | 5% | - Relationship management and service design - Governance, risk, and compliance |
| Digital Product Lifecycle and ITIL Operating Model | 20% | - Four dimensions of service management - ITIL service value system and service value chain - Digital product lifecycle integration |
| Fundamental Principles and Concepts | 15% | - Lean, Agile, DevOps, and continuous improvement - Design thinking, complexity thinking, and service-dominant logic - ITIL guiding principles |
| Fast Development and Delivery | 15% | - Architecture management and business analysis - Software development and testing practices - Automation and cloud technologies |
| Concepts of High-velocity IT | 20% | - Digital products and digital technology - Characteristics and objectives of high-velocity IT - Digital transformation and IT transformation |
| Resilient Operations | 10% | - Service continuity and infrastructure management - Monitoring, incident, and problem management - Availability, capacity, and performance management |
| Valuable Investments | 15% | - Strategic alignment and innovation - Portfolio management and investment prioritization |
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26. Frage
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?
Antwort:
Begründung:
Identifying and making requests for outstanding payments for the service
27. Frage
An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.Which is the BEST way for this organization to undertake this analysis?
Antwort:
Begründung:
Develop models that help analysts perform tasks that are appropriate for a given context
28. Frage
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
Antwort: C
29. Frage
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal. Which service provisioning approach should this organization use?
Antwort: A
30. Frage
An online retail provider wants to detect service degradation before customers begin complaining. The organization wants automated alerts based on response time, transaction failure rates, and unusual traffic patterns.
Which practice would MOST directly support this need?
Antwort: C
Begründung:
The requirement is for telemetry, threshold-based alerting, pattern recognition, and operational visibility.
These are exactly the kinds of capabilities supported by monitoring and event management.
Service continuity management is about preparedness for major disruptions and recovery. Supplier management focuses on external vendors. Relationship management focuses on stakeholder relationships.
Only monitoring and event management directly supports proactive detection of degradation through automated signals and operational insight.
Therefore A is the correct answer.
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31. Frage
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