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| Section | Weight | Objectives |
|---|---|---|
| ITIL Value System | 20% | - Continual improvement - Service Value Chain activities - Management Practices overview - Governance - Guiding Principles (7 principles and application) |
| Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
| Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners |
| ITIL Management Practices | 28% | - General Management Practices
|
| Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
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NEW QUESTION # 94
Which of the following statements about value streams is INCORRECT?
Answer: C
Explanation:
Value streams include all activities and stakeholders required to create and deliver value, which can involve suppliers and partners as part of the overall flow of work. Therefore, excluding suppliers is incorrect.
NEW QUESTION # 95
What is the primary purpose of a product in ITIL digital product and service management?
Answer: C
Explanation:
The primary purpose of a product in ITIL is to offer value to consumers through a defined configuration of resources, so option A is correct. A product combines resources such as technology, people, information, processes, and partner capabilities in a way that is designed to create value. Services are often built on products, and products provide the structure and capabilities that services use to facilitate outcomes. Option C describes the purpose of a service more directly than the purpose of a product. Products do not replace service management practices, nor is compliance their primary purpose, even though compliance may be a requirement. ITIL integrates product and service management because products are central to how value is made possible, while services are central to how value is experienced and co- created through relationships.
NEW QUESTION # 96
Which chapter of a practice guide provides recommendations for the successful automation of the practice?
Answer: B
Explanation:
The Information and technology chapter of a practice guide provides recommendations for the successful automation of the practice, as it addresses the tools, systems, and technological considerations that enable and support automation.
NEW QUESTION # 97
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
Answer: A
Explanation:
A service level agreement is typically used to establish a shared understanding of expected and achieved service quality, so option B is correct. ITIL explains that service quality is often translated into service level metrics and documented through agreements between provider and customer. An SLA identifies the services covered, the agreed service levels, and how those levels will be measured and reviewed. This creates clarity around utility, warranty, sustainability, and experience expectations. A product specification describes product requirements, while service level requirements are usually inputs used to shape a future agreement rather than the formal shared understanding itself. Roadmaps show future direction and planning. Therefore, the SLA is the most appropriate mechanism for defining, communicating, and monitoring the agreed quality of a service relationship.
NEW QUESTION # 98
Which of the following describes a sponsor within a consumer organization?
Answer: C
Explanation:
A sponsor within a consumer organization is the role that authorizes the budget for service consumption, ensuring that funding is approved to obtain and use the service.
NEW QUESTION # 99
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