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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Governance - Service Value Chain activities - Guiding Principles (7 principles and application) - Management Practices overview - Continual improvement |
| Topic 2: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 3: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Information and Technology - Partners and Suppliers - Value Streams and Processes - Organizations and People |
| Topic 5: Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners |
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NEW QUESTION # 32
Which term is used to describe removing something that could have an effect on a service?
Answer: D
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 # 33
Which of the following BEST describes an operating model?
Answer: D
Explanation:
An operating model is a conceptual and visual representation of how an organization works to co- create value with its customers, showing how its components and activities integrate and interact to deliver products and services.
NEW QUESTION # 34
Which role authorizes budget for a service in a service relationship?
Answer: C
Explanation:
The sponsor is the role that authorizes the budget for a service, so option C is correct. In ITIL, different stakeholders in a service relationship have different responsibilities. The customer defines requirements and is accountable for the outcomes of service consumption. Users are the people who actually use the service. The sponsor is the person or group that authorizes funding and provides financial support for the service. This role is important because value co-creation depends not only on usage and outcomes, but also on the commitment of resources needed to obtain and sustain the service. A product vendor may provide or support a product, but that does not automatically make them the budget authority in the consumer organization. Therefore, the sponsor is the role most clearly linked to budget authorization.
NEW QUESTION # 35
Which activity has the primary responsibility for maintaining and monitoring digital products and supporting systems?
Answer: D
Explanation:
The operate activity has the primary responsibility for maintaining and monitoring digital products and supporting systems, so option C is correct. In ITIL, operate focuses on keeping live products and supporting environments functioning effectively. This includes monitoring system behavior, managing events, maintaining performance, ensuring reliability, and responding to deviations that affect product operation. Deliver is about providing services to users, including onboarding and service-level fulfillment. Support helps minimize the impact of incidents, issues, and disasters on users and services. Transition introduces new or changed products and services into the live environment. Operate is therefore the activity most closely associated with ongoing product health and technical stability. It provides the operational foundation that allows services to be delivered consistently and value to continue flowing.
NEW QUESTION # 36
What ensures that a service provider and a service consumer continually co-create value?
Answer: C
Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
NEW QUESTION # 37
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