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| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Management Framework | 2-4% | - ITIL guiding principles - ITIL service value system (SVS) - The four dimensions of service management |
| ITIL Guiding Principles | 15-19% | - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback - Start where you are - Keep it simple and practical - Optimize and automate - Think and work holistically |
| The Four Dimensions of Service Management | 13-17% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| ITIL Practices | 34-38% | - Service management practices - Technical management practices - General management practices |
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| 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 |
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問題 #76
What is the primary role of a digital service?
答案：C
解題說明：
A digital service primarily exists to enable value co-creation by facilitating the outcomes that customers want to achieve. That is why option B is correct. In ITIL, a service helps consumers achieve desired outcomes without them needing to manage all the specific costs and risks themselves. A digital service does this through digital products, technology resources, service actions, and access mechanisms that support users and customers. Processes and workflows may help deliver the service, but they are not the service's primary purpose. Likewise, compliance may be important, but it is a supporting requirement rather than the core role. ITIL consistently defines service management around value, outcomes, and stakeholder needs.
Therefore, the central purpose of a digital service is to help consumers achieve meaningful results through managed, technology-enabled service relationships.
問題 #77
What refers to a detailed document outlining the requirements and characteristics of a product?
答案：B
解題說明：
A product specification is the detailed document that outlines the requirements and characteristics of a product, which makes option D correct. In ITIL, the specification helps create a shared understanding of what the product is expected to do, how it should behave, what constraints apply, and what quality or acceptance criteria must be met. It serves as a reference point for design, build, testing, transition, and later improvement. A prototype is different because it is an early model used to explore or validate ideas. A change request is a formal proposal for a change, and a service request is a user request for a standard service action or access. By clearly documenting requirements and critical characteristics, the product specification supports consistency, communication, and effective lifecycle management.
問題 #78
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
答案：C
解題說明：
This principle emphasizes the importance of simplicity in processes and practices, ensuring they are practical and easy to implement.
問題 #79
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?
答案：A
解題說明：
The best metric for evaluating the transition activity is the success rate of releases deployed into the live environment, so option A is correct. Transition is responsible for introducing new or changed products and services into live use with minimal disruption and adequate readiness. A strong success measure is therefore how often releases enter production successfully and perform as intended.
問題 #80
How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?
答案：C
解題說明：
The guiding principle "collaborate and promote visibility" should be applied by involving stakeholders and sharing information with them, so option A is correct. ITIL stresses that good decisions and effective work depend on people understanding what is happening, why it matters, and how they can contribute. Collaboration helps bring together different perspectives, knowledge, and responsibilities. Visibility ensures that work, progress, risks, and priorities are transparent enough for informed participation and trust. Limiting communication to management weakens collaboration. Reusing existing processes relates more to "start where you are." Capturing feedback after each iteration relates more closely to "progress iteratively with feedback." This principle helps organizations reduce silos, improve coordination, and create a more shared understanding of how value is being created across the service relationship.
問題 #81
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