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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Enabling Fast Development | 15% | - Automation, cloud-native practices, and rapid deployment - Agile, DevOps, and continuous integration/delivery practices |
| Topic 2: Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
| Topic 3: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 4: 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 |
| Topic 5: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Topic 6: Guiding Principles and Foundational Concepts for Velocity | 20% | - Ethics, safety culture, lean culture, Toyota Kata - Service-dominant logic, design thinking, complexity thinking - Lean, agile, resilient, and continuous principles |
| Topic 7: Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
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85. Frage
An organization is designing a new digital service and wants to base its decisions on a deep understanding of customer needs, rapidly producing and testing prototypes with real users.
Which approach is being applied?
Antwort: A
Begründung:
Design thinking is a human-centred, iterative approach that emphasizes empathy with users, problem framing, ideation, prototyping, and testing. It supports the co-created value objective by ensuring services are designed around genuine customer needs rather than assumptions held inside the provider organization.
86. Frage
An organization's efforts to maintain high levels of availability have significantly impacted its ability to make fast and frequent changes.
Which action BEST represents how the 'availability management' practice can support both of these aims?
Antwort: D
Begründung:
Site reliability engineering (SRE) techniques within the availability management practice balance availability with the need for speed and frequent change. SRE applies error budgets and automation to maintain resilience while enabling rapid delivery.
87. Frage
An organization wants to validate a new digital product idea with real customers before committing to full-scale development.
Which approach would BEST support this?
Antwort: C
Begründung:
A minimum viable product is a version of a product with just enough features to allow it to be released to real users and to generate validated learning. It supports the "valuable investments" objective by testing assumptions cheaply and quickly, avoiding large investments in products that may not deliver the expected value.
88. Frage
A retail organization is in the process of creating and delivering many new and changed products and services. A service to create a new website has a tight deadline, while the live 'point of sale' service has product backlogs relating to new features which would help to retain customers.
Which practice would MOST help the organization to understand the order these changes should be implemented?
Antwort: A
Begründung:
Service design would most help the organization determine the order of implementing changes, as it balances requirements, priorities, and constraints to design services and changes that deliver value while meeting deadlines and customer needs.
89. Frage
Which is a characteristic of a digital organization?
Antwort: B
Begründung:
A digital organization embeds digital technology into its core value-creating activities rather than limiting it to support functions. This means digital technology is primarily used in the organization's main operational and customer-facing processes, enabling new ways of delivering value, improving agility, and supporting continuous innovation in how the business operates.
90. Frage
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