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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Guiding Principles - Continual Improvement - Governance - Service Value Chain |
| Topic 2: Organizational and Value Stream Management | 17% | - Value stream mapping and management - Product and service lifecycle |
| Topic 3: Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Organizations and People - Information and Technology - Partners and Suppliers |
| Topic 4: Key Concepts of Digital Product and Service Management | 18% | - Value co-creation, outcomes, costs, risks, experience and sustainability - Services, products, utility, warranty, service relationships |
| Topic 5: ITIL Management Practices | 28% | - Service management practices - Technical management practices - General management practices |
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質問 # 46
How do value chain activities support an organization ' s purpose?
正解：D
解説：
Value chain activities support an organization's purpose by translating that purpose into activities that create value, so option A is correct. Purpose explains why the organization exists and what it seeks to provide for consumers and other stakeholders. The value chain then expresses how the organization acts at a high level across the lifecycle of products and services to make that purpose real. Activities such as discover, design, build, transition, operate, deliver, support, and acquire work together to turn intent into outcomes. Governance and compliance frameworks are important, but they are not the main role of value chain activities. Likewise, the value chain does not prescribe specific tools. ITIL positions the value chain as the central operational expression of the value system, helping organizations convert strategic intent into coordinated value-creating action.
質問 # 47
What is a product/service prototype?
正解：A
解説：
ITIL defines a product/service prototype as an "initial creation of a product or service that demonstrates its basic form, functionality, and operational capabilities." The document also explains that prototypes are used to test and refine design and to test hypotheses. Option C is therefore the correct answer because it reflects the essence of that definition. Option A actually describes a service request, which initiates an agreed service action. Option B sounds more like release or transition-related activity. Option D describes a specification, not a prototype; ITIL separately defines a product/service specification as a detailed document outlining critical aspects, requirements, and characteristics. ITIL's design section also makes clear that the outputs of the design activity include both specifications and prototypes, which confirms they are distinct concepts. A prototype is something preliminary and testable, not a final approved description. Because the question asks specifically for what a prototype is, and ITIL gives a direct glossary-style explanation, the right answer is C.
質問 # 48
What is the primary focus of the "start where you are" ITIL Guiding Principle?
正解：D
質問 # 49
Why does the ITIL Continual Improvement Model begin by defining the vision?
正解：D
解説：
The continual improvement model begins by defining the vision to ensure that improvement efforts align with organizational objectives, so option B is correct. Without a clear understanding of the desired direction, teams may improve the wrong things, optimize locally, or invest effort in changes that do not support strategy or stakeholder value. The vision acts as the anchor for later questions such as where the organization is now, where it wants to be, how it will get there, and how progress will be measured. ITIL emphasizes that improvement should not be random or isolated. It should support the wider purpose, priorities, and desired outcomes of the organization. Current performance metrics and actions matter, but they come after the vision has clarified what success actually means in context.
質問 # 50
What is a problem?
正解：C
解説：
A problem is the cause, or potential cause, of one or more incidents, which makes option B correct. ITIL clearly distinguishes problem management from incident management. Incident management focuses on restoring service quickly after an interruption or degradation. Problem management looks more deeply at why incidents happened and how similar incidents can be prevented in the future. This is why the root cause idea is central to the definition of a problem. An unplanned interruption is an incident, not a problem. A user request is a service request. A critical incident is still an incident, even if its impact is high. By separating incidents from problems, ITIL enables organizations to both restore service rapidly and reduce repeat disruption through analysis, learning, and long-term corrective actions.
質問 # 51
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