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| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Value and Value Co-Creation - Organizations, Service Providers, Service Consumers - Products and Services |
| Topic 2: ITIL Service Value System (SVS) | - Service Value Chain - Continual Improvement - Governance - Guiding Principles |
| Topic 3: The Four Dimensions of Service Management | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| Topic 4: ITIL Management Practices | - Technical Management Practices Overview - General Management Practices Overview - Service Management Practices Overview |
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質問 # 57
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
正解：A
解説：
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.
質問 # 58
Which of the following BEST describes an operating model?
正解：D
解説：
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.
質問 # 59
What is the primary role of a digital service?
正解：B
解説：
A digital service primarily exists to enable value co-creation by facilitating the outcomes that customers want to achieve. That is why option B is correct. In ITIL, a service helps consumers achieve desired outcomes without them needing to manage all the specific costs and risks themselves. A digital service does this through digital products, technology resources, service actions, and access mechanisms that support users and customers. Processes and workflows may help deliver the service, but they are not the service's primary purpose. Likewise, compliance may be important, but it is a supporting requirement rather than the core role. ITIL consistently defines service management around value, outcomes, and stakeholder needs.
Therefore, the central purpose of a digital service is to help consumers achieve meaningful results through managed, technology-enabled service relationships.
質問 # 60
How does the 'organizations and people' dimension contribute to effective product and service management?
正解：C
解説：
The organizations and people dimension contributes by ensuring that skills, culture, structure, leadership, and communication support value creation, so option A is correct. ITIL emphasizes that effective product and service management depends not only on processes and tools, but also on human capability and organizational behavior. This dimension includes roles, responsibilities, authority, competencies, culture, collaboration, psychological safety, and continual learning. When these elements are healthy and aligned with strategy, teams are better able to make decisions, adapt to change, manage complexity, and work across boundaries.
Defining technologies belongs to information and technology. Managing external relationships belongs to partners and suppliers. Automating workflows relates more to process and technology considerations. Therefore, the human and cultural foundation of effective management is the organizations and people dimension.
質問 # 61
Which governance activity is focused on ensuring adherence with policies and strategic direction?
正解：D
解説：
Monitor is the governance activity focused on ensuring adherence with policies, expectations, and strategic direction, which makes option C correct. In ITIL governance, evaluate is used to assess stakeholder needs, environmental conditions, and performance information. Direct is used to establish direction, priorities, and policies. Monitor checks whether actual performance, behavior, and results align with what has been directed and required. It is therefore the activity most closely associated with oversight, compliance, assurance, and accountability. Discover is not one of the governance activities in the ITIL Value System. Monitoring is essential because strategy and policies only create value when the organization confirms they are being followed and that the intended outcomes are being achieved. This keeps governance connected to performance, risk, and continual improvement.
質問 # 62
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