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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Enabling Resilient Operations | 10% | - Problem management, service continuity, infrastructure and platform management - Capacity and performance management, monitoring and event management |
| Topic 2: Enabling Fast Development | 15% | - Automation, cloud-native practices, and rapid deployment - Agile, DevOps, and continuous integration/delivery practices |
| Topic 3: 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 4: Guiding Principles and Foundational Concepts for Velocity | 20% | - Lean, agile, resilient, and continuous principles - Service-dominant logic, design thinking, complexity thinking - Ethics, safety culture, lean culture, Toyota Kata |
| Topic 5: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Topic 6: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 7: Enabling Valuable Investments | 15% | - Strategic alignment, portfolio management, business case development - Prioritization and value assessment practices |
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NEW QUESTION # 53
An organization wants to improve its continuous integration capabilities.
In this context, what would the 'service validation and testing' practice recommend?Automated testing
Answer: A
Explanation:
Service validation and testing in a continuous integration context focuses on ensuring that changes are verified quickly, consistently, and reliably before they are integrated into production- like environments. Automated testing is essential here because it enables frequent, repeatable validation of code changes, supports rapid feedback, and is a core enabler of effective continuous integration practices.
NEW QUESTION # 54
An online retail provider wants to detect service degradation before customers begin complaining.
The organization wants automated alerts based on response time, transaction failure rates, and unusual traffic patterns.
Which practice would MOST directly support this need?
Answer: C
Explanation:
The requirement is for telemetry, threshold-based alerting, pattern recognition, and operational visibility. These are exactly the kinds of capabilities supported by monitoring and event management.
NEW QUESTION # 55
An organization is defining, with all relevant parties, the criteria that a work item must satisfy before it can be considered complete, including testing, documentation, and security checks.
What is being established?
Answer: B
Explanation:
The definition of done is a shared, explicit set of criteria that work must meet before being regarded as complete. It prevents the accumulation of hidden technical debt and unfinished work, ensures consistent quality expectations across teams, and supports both resilient operations and assured conformance.
NEW QUESTION # 56
Which is an example of a typical behaviour pattern for 'design thinking'?
Answer: D
Explanation:
Design thinking is an iterative, human-centred approach that emphasizes exploration, prototyping, and learning through feedback. Experimenting with and testing ideas is a core behaviour pattern because it enables teams to quickly validate assumptions, refine solutions, and adapt based on real user feedback and observed outcomes.
NEW QUESTION # 57
An organization has a backlog of changes to improve the existing and to introduce the new IT services. All changes cannot be implemented simultaneously. The IT team needs to identify changes that should be implemented first to support business goals and priorities.
Which practice will MOST help the IT team to achieve this?
Answer: D
Explanation:
Relationship management ensures close collaboration and communication between the service provider and business stakeholders. This practice helps the IT team understand business goals, priorities, and value expectations, enabling them to make informed decisions about which changes should be prioritized in the backlog to deliver the greatest business benefit.
NEW QUESTION # 58
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