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| Section | Weight | Objectives |
|---|---|---|
| Organizational and Value Stream Management | 17% | - Product and service lifecycle - Value stream mapping and management |
| Four Dimensions of Product and Service Management | 17% | - Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology |
| ITIL Value System | 20% | - Service Value Chain - Continual Improvement - Guiding Principles - Governance |
| Key Concepts of Digital Product and Service Management | 18% | - Services, products, utility, warranty, service relationships - Value co-creation, outcomes, costs, risks, experience and sustainability |
| ITIL Management Practices | 28% | - General management practices - Service management practices - Technical management practices |
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NEW QUESTION # 16
The purpose of the "deliver" activity is to:
Answer: C
Explanation:
The correct answer is D. In the ITIL Product and Service Lifecycle, the "deliver" activity is concerned with providing services to users and customers and managing their onboarding and offboarding. Delivery focuses on ensuring that users can access and consume the agreed services, that service levels are managed, and that service interactions support value creation. Option A is incorrect because aligning products and service offerings with organizational strategy is the purpose of the "discover" activity. Option B is incorrect because developing, integrating, and testing digital products is the purpose of the "build" activity. Option C is incorrect because resolving incidents and performing disaster recovery procedures is the purpose of the
"support" activity. The deliver activity is therefore the lifecycle activity most directly concerned with ongoing service provision to consumers, including user onboarding and offboarding, service level fulfilment, and enabling service consumption in line with agreements and expectations.
NEW QUESTION # 17
Which dimension of product and service management promotes conducting safe-to-fail experiments in complex situations?
Answer: B
NEW QUESTION # 18
What is the purpose of the ITIL AI Capability Model ?
Answer: B
Explanation:
The correct answer is B. In ITIL Version 5, the ITIL AI Capability Model, also described as the 6C Model, is used to explain how AI can enable product and service management. The model provides a functional classification of AI solutions and helps organizations understand and communicate the range of possible AI applications. It also supports AI governance by helping organizations tailor risk profiles, controls, and countermeasures to the specific functions of AI solutions. The model includes six AI capabilities: creation, curation, clarification, cognition, communication, and coordination. Therefore, its purpose is not to prescribe specific AI technologies or measure AI-enabled services against service levels. It is also not mainly a service relationship model describing interactions between providers and consumers. Instead, it helps organizations understand, assess, and develop their ability to use AI effectively and responsibly in digital product and service management. This supports better decision-making, automation, governance, and value creation.
NEW QUESTION # 19
Which dimension is concerned with management of relationships with external organizations?
Answer: C
Explanation:
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks. The other dimensions focus on different areas: organizations and people addresses structure, culture, and competencies; information and technology addresses data and enabling technologies; and value streams and processes addresses workflows and how work is organized to create value. Therefore, external relationship management sits within partners and suppliers.
NEW QUESTION # 20
Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Answer: A
Explanation:
The answer comes from the glossary definition. ITIL defines an organization as "a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives." Option A reproduces that idea directly, so it is the correct choice. The other options refer to different concepts. A partnership is a relationship between two organizations that work closely together to achieve common goals and objectives. Culture is a set of values shared by a group of people, expressed through behaviour, ideas, beliefs, and practices. A service journey is the sum of activities and interactions performed by organizations engaged in service relationships. None of those definitions matches the wording in the question as closely as "organization." ITIL also clarifies that an organization can be a whole company, part of a company, a group of companies, or even a self-employed individual, depending on context. That broad definition is why the term is used so consistently across the framework. Since the question is clearly testing exact glossary terminology, A is the verified answer.
NEW QUESTION # 21
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