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| Section | Weight | Objectives |
|---|---|---|
| Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| ITIL Management Practices | 28% | - Service Management Practices
|
| Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Holistic approach and interdependencies - Partners and Suppliers - Organizations and People - Information and Technology |
| ITIL Value System | 20% | - Continual improvement - Management Practices overview - Service Value Chain activities - Governance - Guiding Principles (7 principles and application) |
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32. Frage
Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Antwort: B
Begründung:
An organization is defined as a group of people with its own functions, responsibilities, authorities, and relationships established to achieve specific objectives.
33. Frage
Which BEST explains why an organization might choose to engage external suppliers?
Antwort: A
Begründung:
An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.
34. Frage
Which two practices interact the MOST with the service desk practice?
Antwort: C
35. Frage
Which lifecycle activity is focused on creating prototypes and specifications?
Antwort: A
Begründung:
The design activity is focused on creating prototypes and specifications, so option A is correct. In the ITIL product and service lifecycle, design translates ideas, needs, and requirements into structured solution concepts that can be built, tested, and transitioned. This includes defining product characteristics, user interactions, architectural approaches, acceptance criteria, and service quality considerations. Prototypes may be created to explore concepts, reduce uncertainty, and validate assumptions before larger investment. Specifications provide the documented requirements and characteristics that guide development and later lifecycle activities. Deliver and support happen later and focus on providing and assisting services in use.
Transition is concerned with introducing new or changed products and services into the live environment. Therefore, the lifecycle activity most closely associated with prototypes and specifications is design.
36. Frage
Which of the following dimension of product and service management addresses organizational and cross-organizational workflows?
Antwort: C
Begründung:
The dimension that addresses organizational and cross-organizational workflows is value streams and processes, so option D is correct. ITIL uses this dimension to focus on how work is organized, coordinated, and performed to enable value creation. It includes flows of activities, information, and artifacts within the organization and across organizational boundaries. This dimension is especially important because value is often created through complex interactions among multiple teams, suppliers, and systems. By understanding processes and mapping value streams, organizations can identify delays, bottlenecks, and waste while improving coordination and outcomes. Partners and suppliers focuses on external relationships, organizations and people focuses on structure and skills, and information and technology focuses on enabling systems and data. The workflow dimension is therefore value streams and processes.
37. Frage
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