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| Section | Weight | Objectives |
|---|---|---|
| Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Guiding Principles and Foundational Concepts for Velocity | 20% | - Lean, agile, resilient, and continuous principles - Ethics, safety culture, lean culture, Toyota Kata - Service-dominant logic, design thinking, complexity thinking |
| Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| Enabling Resilient Operations | 10% | - Problem management, service continuity, infrastructure and platform management - Capacity and performance management, monitoring and event management |
| Enabling Valuable Investments | 15% | - Strategic alignment, portfolio management, business case development - Prioritization and value assessment practices |
| Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| High-Velocity IT Concepts and Digital Enterprise | 25% | - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance |
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NEW QUESTION # 32
Which is a type of digital transformation?
Answer: D
Explanation:
Creating products and services that include digital technology represents digital transformation, as it fundamentally changes how value is created and delivered through the integration of digital capabilities.
NEW QUESTION # 33
Which TWO are characteristics of the service value system within a digital operating model?
1. There are dedicated value streams for each product
2. High performance value co-creation is a part of the culture
3. The service consumer owns the service provider resources
4. A narrow band of visibility is part of the service's design
Answer: D
Explanation:
The service value system in a digital operating model emphasizes collaboration, shared responsibility, and value co-creation between service providers and consumers. A key characteristic is fostering a culture of high performance where value is jointly created rather than delivered in isolation. It also reflects closer alignment and integration between providers and consumers, supporting shared accountability for outcomes rather than strict ownership boundaries.
NEW QUESTION # 34
An organization wants to increase its revenue by reducing the delay between the uploading of reference data for new products and the ability to place sales orders.
Which activity would MOST contribute to achieving this?
Answer: D
Explanation:
Continuous integration and continuous deployment (CI/CD) reduce the time between changes being made and being available in production. By automating build, test, and deployment processes, CI/CD enables faster and more frequent delivery of updates such as reference data changes, directly reducing delays between data upload and its availability for business use, thereby supporting faster revenue realization.
NEW QUESTION # 35
A service provider provides a cloud-based social media tool to many service consumers. It is essential that the service is reliable and has very few failures. Recently there have been issues where the performance dropped to unacceptable levels following service updates. Some technical staff claim this is due to unexpected patterns of business activity.
How can the 'capacity and performance management' practice contribute to resolving the issues?
Answer: A
Explanation:
Capacity and performance management ensures that services can meet current and future demand by analysing usage patterns and forecasting workload. Incorporating demand forecasting into the definition of done ensures that new or updated services are assessed against expected usage before release, helping prevent performance degradation caused by unexpected business activity patterns.
NEW QUESTION # 36
Which concept focuses on a collaborative exchange of competencies for the mutual benefit of the organizations involved?
Answer: A
Explanation:
Service-dominant logic emphasizes that value is co-created through collaboration and the exchange of competencies between organizations, ensuring mutual benefit rather than value being delivered one-way.
NEW QUESTION # 37
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