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| Section | Weight | Objectives |
|---|---|---|
| ITIL Value System | 20% | - Governance - Service Value Chain activities - Continual improvement - Management Practices overview - Guiding Principles (7 principles and application) |
| Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration |
| Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Information and Technology - Holistic approach and interdependencies - Organizations and People - Value Streams and Processes |
| Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| ITIL Management Practices | 28% | - General Management Practices
|
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問題 #93
Which will help solve incidents more quickly?
答案：B
問題 #94
What is the MAIN purpose of value stream mapping in an organization?
答案：B
解題說明：
The main purpose of value stream mapping is to identify and prioritize improvement opportunities, which makes option B correct. ITIL presents value stream mapping as a practical way to understand how work actually flows across teams, systems, and organizational boundaries. By visualizing the "as-is" situation, organizations can spot bottlenecks, delays, handoff issues, waste, duplicated effort, and points where value is lost or slowed. This analysis helps them decide where improvements will have the greatest effect. Mapping may also support better collaboration and management practice use, but those are secondary outcomes. It is not mainly about automating monitoring or controlling stakeholders. The real value lies in making the flow of work visible so that improvement efforts can be based on evidence rather than assumptions or isolated local viewpoints.
問題 #95
What is the MAIN purpose of using feedback throughout improvement iterations?
答案：B
解題說明：
The main purpose of feedback during improvement iterations is to ensure that actions remain relevant and effective as circumstances change, so option B is correct. ITIL promotes iterative progress because environments, stakeholder needs, risks, and information often change during work. Feedback helps teams learn what is working, what is not, and what should be adjusted before moving further. It is not realistic to expect all stakeholders to fully agree at every point, and feedback does not eliminate the need for future adjustments. Instead, it supports better decisions, earlier correction, and more effective alignment with value. This approach reduces waste and improves adaptability. It is closely connected to the guiding principle "progress iteratively with feedback," which encourages organizations to move in manageable steps and use learning continuously to refine outcomes.
問題 #96
According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?
答案：D
解題說明：
According to the ITIL guiding principle "focus on value," all organizational activities should link back to benefits for the organization, its customers, and other stakeholders, so option A is correct.
ITIL defines value broadly as perceived benefits, usefulness, and importance. This means value is not limited to financial gain alone. It may include customer outcomes, user experience, sustainability, trust, operational effectiveness, and strategic progress. The principle reminds organizations to ask why an activity is being performed and how it contributes to meaningful results. Increased revenue, employee satisfaction, and market share can all matter, but none of them alone fully represents value. By linking activities to stakeholder benefit, organizations avoid waste, align effort with purpose, and ensure that decisions support value creation rather than internal activity for its own sake.
問題 #97
Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?
答案：D
解題說明：
The partners and suppliers dimension is the correct answer because it covers the relationships an organization has with other organizations involved in product and service management. These external organizations may contribute during discovery, design, build, transition, support, or continual improvement. ITIL emphasizes that modern organizations often rely on ecosystems rather than acting alone. This means they must manage contracts, shared responsibilities, dependencies, specialist expertise, performance expectations, and integration across the wider service network. Value streams and processes addresses workflows, not external relationships.
Information and technology focuses on data and enabling technologies. Organizations and people focuses on structure, competencies, leadership, and culture. Since the question specifically asks about relationships with other organizations involved in the lifecycle, the relevant dimension is clearly partners and suppliers.
問題 #98
......
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