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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Valuable Investments | 15% | - Portfolio management and investment prioritization - Strategic alignment and innovation |
| Topic 2: Concepts of High-velocity IT | 20% | - Digital products and digital technology - Digital transformation and IT transformation - Characteristics and objectives of high-velocity IT |
| Topic 3: Resilient Operations | 10% | - Service continuity and infrastructure management - Monitoring, incident, and problem management - Availability, capacity, and performance management |
| Topic 4: Co-created Value and Assured Conformance | 5% | - Relationship management and service design - Governance, risk, and compliance |
| Topic 5: Digital Product Lifecycle and ITIL Operating Model | 20% | - ITIL service value system and service value chain - Four dimensions of service management - Digital product lifecycle integration |
| Topic 6: Fundamental Principles and Concepts | 15% | - Design thinking, complexity thinking, and service-dominant logic - Lean, Agile, DevOps, and continuous improvement - ITIL guiding principles |
| Topic 7: Fast Development and Delivery | 15% | - Automation and cloud technologies - Architecture management and business analysis - Software development and testing practices |
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NEW QUESTION # 20
An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.
Which is the FIRST step that this organization should take to address the complaints?
Answer: A
NEW QUESTION # 21
An organization experienced a security attack. A hacker accessed a system using login information gathered from social media sites. The incident was identified quickly and systems were restored without significant loss.
Which type of control should be improved?
Answer: C
Explanation:
The scenario says the attack was identified quickly and systems were restored without significant loss. That means detection and corrective response were relatively effective. The weakness was that the attacker was able to gain access in the first place.
Therefore, the type of control needing improvement is prevention. This could include stronger identity protection, user awareness, multi-factor authentication, credential monitoring, and better social engineering resistance.
D is correct because the issue occurred before the detection stage; the preventive safeguards were insufficient.
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NEW QUESTION # 22
Which is an example of planning for value co-creation?
Answer: C
NEW QUESTION # 23
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
Answer:
Explanation:
Outcomes that are needed from the service
NEW QUESTION # 24
A software development team is experiencing issues understanding the requirements of an unpredictable and fluctuating market. This has resulted in some releases missing valuable features.
Which technique will BEST support the software development team in resolving these issues?
Answer: A
Explanation:
When market needs are unpredictable and changing, the organization needs a way to continually sense, interpret, and refine understanding of stakeholder needs. Continual business analysis is the best fit because it keeps requirements aligned with evolving demand and business context.
A minimum viable product is useful for testing assumptions quickly, but the question specifically highlights difficulty understanding requirements over time. Kanban improves flow and visibility of work, but does not itself resolve ongoing uncertainty in market needs. Chaos engineering is about resilience in complex systems and is unrelated here.
B is strongest because it directly supports ongoing analysis of changing needs so that valuable features are less likely to be missed.
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NEW QUESTION # 25
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