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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 2: ITIL Value System | 20% | - Service Value Chain activities - Guiding Principles (7 principles and application) - Management Practices overview - Governance - Continual improvement |
| Topic 3: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Organizations and People - Information and Technology - Partners and Suppliers - Holistic approach and interdependencies - Value Streams and Processes |
| Topic 5: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
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質問 # 120
A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?
正解：B
解説：
The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.
質問 # 121
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
正解：C
解説：
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.
質問 # 122
What does sustainability assure in the context of a service or product?
正解：C
解説：
Sustainability assures that a service or product continually meets requirements for environmental responsibility, ensuring that its design, delivery, and operation minimize negative environmental impact over time.
質問 # 123
What is the MAIN purpose of the 'discover' activity?
正解：A
解説：
The main purpose of the discover activity is to align product capabilities with consumer needs and organizational strategy, so option C is correct. Discover is concerned with understanding the market, stakeholders, opportunities, constraints, and strategic direction before design and build work begins. It helps the organization identify what should be created or improved and why that matters. This includes gathering insights, understanding service consumers, exploring demand, and confirming relevance. Developing and testing products belongs more to build and related activities. Securing resources belongs to acquire. Maintaining and monitoring products belongs to operate. Discover is valuable because it reduces the risk of building the wrong thing and helps ensure that product and service decisions are grounded in value, context, and strategic fit rather than assumptions alone.
質問 # 124
What is a digital service?
正解：B
解説：
A digital service is a service that fully or largely relies on digital products, which makes option A correct. ITIL distinguishes between digital products and digital services while showing that they are closely connected. The digital product is the combination of digital resources designed to offer value. The digital service is the means by which value is co-created with consumers using those products. Option B is closer to the definition of a digital product. Option C describes one type of service interaction, not the general definition of a digital service. Option D refers to a catalogue or representation of available services rather than the service itself. The digital service concept reflects ITIL's focus on technology-enabled value creation through outcomes, service relationships, and managed access to capabilities.
質問 # 125
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