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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Organizations and People - Holistic approach and interdependencies - Partners and Suppliers - Value Streams and Processes |
| Topic 2: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 3: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 4: ITIL Value System | 20% | - Governance - Continual improvement - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities |
| Topic 5: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
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NEW QUESTION # 102
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Answer: B
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
NEW QUESTION # 103
Which of the following is a key success metric for the 'acquire' activity?
Answer: D
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 # 104
Which term is used to describe removing something that could have an effect on a service?
Answer: A
Explanation:
In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.
NEW QUESTION # 105
A service provider commits to using recyclable components, reducing carbon emissions, and maintaining transparent supply chains. Which concept does this commitment represent?
Answer: C
Explanation:
This commitment represents sustainability, so option D is correct. ITIL includes sustainability as one of the important categories of service level and service quality consideration. It refers to the assurance that a product or service meets requirements related to environmental stewardship, social progress, and economic growth. Examples include responsible sourcing, low carbon footprint, use of recycled or recyclable materials, clean energy, ethical employment practices, and transparent supply chains. Utility is about what the service does. Warranty is about how well it performs. User experience is about how the user perceives interactions with the service and provider. Since the scenario specifically mentions recyclable components, emissions reduction, and supply chain transparency, it clearly reflects sustainability as defined in ITIL 5.
NEW QUESTION # 106
Which activity focuses on minimizing the impact of incidents and disasters when they happen?
Answer: B
Explanation:
Support is the activity focused on minimizing the impact of incidents and disasters when they occur, so option C is correct. In ITIL, support includes helping users, restoring normal service, handling incidents, and responding to issues that affect service quality or continuity. Its purpose is not only to react, but to reduce disruption to users and customers as much as possible. Operate maintains live products and supporting systems, while support deals more directly with service interruptions and the human-facing aspects of restoring service. Transition introduces changed products into the live environment, and design defines solutions before they are built. By placing emphasis on rapid assistance, recovery, and user impact reduction, the support activity plays a crucial role in service resilience and in maintaining confidence during service failures or disruptions.
NEW QUESTION # 107
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