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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
| Topic 2: ITIL Guiding Principles | 15-19% | - Focus on value - Progress iteratively with feedback - Start where you are - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Keep it simple and practical |
| Topic 3: ITIL Service Value System | 13-17% | - The service value chain - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain |
| Topic 4: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| Topic 5: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 6: ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
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NEW QUESTION # 91
Which is the main form of service interaction between service consumers and digital services?
Answer: A
Explanation:
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.
NEW QUESTION # 92
Which will help solve incidents more quickly?
Answer: B
NEW QUESTION # 93
Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
Answer: A
Explanation:
The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.
NEW QUESTION # 94
Which of the following BEST describes an operating model?
Answer: A
Explanation:
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.
NEW QUESTION # 95
An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?
Answer: D
Explanation:
The principle 'Start where you are' emphasizes assessing the current state before making changes. Identifying who the consumer is and why they use the service helps the organization understand existing value, performance, and context, enabling informed decisions based on real conditions rather than assumptions.
NEW QUESTION # 96
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