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| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Information and Technology - Holistic approach and interdependencies - Organizations and People - Partners and Suppliers |
| Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| ITIL Management Practices | 28% | - Technical Management Practices
|
| 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 |
| ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Management Practices overview - Continual improvement - Governance - Service Value Chain activities |
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NEW QUESTION # 17
Which of the following is NOT a success metric of 'discover' activity?
Answer: B
Explanation:
Service performance against agreed SLA targets is not a success metric of the discover activity, so option C is correct. Discover is concerned with understanding stakeholder needs, market context, strategic direction, opportunities, and the relevance of product and service offerings.
Suitable success measures therefore include strategic fit, market relevance, and stakeholder satisfaction with offerings. SLA performance, however, is typically associated with live service delivery and service quality management, especially within deliver, operate, and service level management. It measures how well an existing service performs against agreed targets, not how effectively the organization is exploring needs and opportunities. ITIL separates these concerns so that organizations can evaluate discovery work based on alignment and insight rather than operational results that happen later in the lifecycle.
NEW QUESTION # 18
Which activity focuses on securing and allocating necessary resources efficiently?
Answer: D
Explanation:
The acquire activity focuses on securing and allocating the necessary resources, including products and services from suppliers, ensuring they are obtained efficiently to support value creation.
NEW QUESTION # 19
The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?
Answer: B
Explanation:
Direct represents the governance activity where the governing body sets direction, priorities, and policies, such as approving a strategy and instructing management to focus investment on specific initiatives.
NEW QUESTION # 20
Which statement BEST describes service quality?
Answer: D
Explanation:
Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.
NEW QUESTION # 21
What enables the digital product and service management activities of an organization?
Answer: A
Explanation:
Management practices enable the digital product and service management activities of an organization by providing the structured capabilities, resources, and expertise required to plan, develop, deliver, and improve products and services.
NEW QUESTION # 22
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