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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 2: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration |
| Topic 3: ITIL Value System | 20% | - Governance - Continual improvement - Service Value Chain activities - Management Practices overview - Guiding Principles (7 principles and application) |
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology |
| Topic 5: ITIL Management Practices | 28% | - Service Management Practices
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55. Frage
Which is the main form of service interaction between service consumers and digital services?
Antwort: D
Begründung:
The main form of service interaction between service consumers and digital services is access to resources, as consumers typically use digital capabilities, applications, or infrastructure provided by the service provider without transferring ownership.
56. Frage
What does a service journey describe?
Antwort: D
Begründung:
A service journey describes the end-to-end interactions between a service provider and a service consumer, which makes option A correct. ITIL uses this concept to help organizations understand the full consumer experience across the stages of discovering, accessing, using, receiving support for, and continuing with a service. It includes visible touchpoints, interactions, perceptions, and moments that shape user experience and value realization. It is not the same as internal workflows, which belong more to value streams and processes. It is also not the same as the product lifecycle or the formal sequence of value chain activities. By understanding the service journey, organizations can improve service design, communication, support, and experience from the consumer perspective rather than only from an internal operational viewpoint.
57. Frage
Which role authorizes budget for a service in a service relationship?
Antwort: B
Begründung:
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.
58. Frage
Which service value chain activity relates with buying new products?
Antwort: C
Begründung:
This activity focuses on acquiring or creating the products and services needed to deliver value to customers.
59. Frage
Which activity has the primary responsibility for maintaining and monitoring digital products and supporting systems?
Antwort: D
Begründung:
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.
60. Frage
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