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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Service Value Chain activities - Guiding Principles (7 principles and application) - Management Practices overview - Governance - Continual improvement |
| Topic 2: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 3: 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 |
| Topic 4: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Holistic approach and interdependencies - Information and Technology - Organizations and People - Partners and Suppliers |
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NEW QUESTION # 108
Which of the following statements about the four dimensions of product and service management is CORRECT?
Answer: A
Explanation:
All four dimensions are critical to the effective and efficient facilitation of value because they provide a balanced and holistic view of product and service management, ensuring that no important aspect is overlooked when creating and delivering value.
NEW QUESTION # 109
Which of the following is a part of purpose of'deliver' activity?
Answer: A
Explanation:
Managing user onboarding is part of the purpose of the deliver activity, so option A is correct. ITIL explains that deliver focuses on providing services to users, maintaining service quality, managing onboarding and offboarding, and gathering consumer feedback. This activity is concerned with the actual provision of agreed services and the service relationship at the user level. Monitoring support systems belongs more to operate. Designing prototypes belongs to design. Obtaining supplier resources belongs to acquire. Deliver is especially important because it is where many users directly experience the service. User onboarding is a clear example because it involves enabling users to begin using the service properly, often including access setup, guidance, request fulfillment, and communication. This directly supports service consumption and the achievement of user outcomes.
NEW QUESTION # 110
Which practice is MOST likely to benefit from the use of chatbots?
Answer: D
NEW QUESTION # 111
A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?
Answer: A
Explanation:
This illustrates a service offering, which is a formal description of one or more services designed to address the needs of a target consumer group, often combining multiple services into a single package to deliver value.
NEW QUESTION # 112
According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?
Answer: A
Explanation:
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.
NEW QUESTION # 113
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