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| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Governance - Service Value Chain - Guiding Principles - Continual Improvement |
| Topic 2: The Four Dimensions of Service Management | - Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology |
| Topic 3: Key Concepts of Service Management | - Organizations, Service Providers, Service Consumers - Products and Services - Value and Value Co-Creation |
| Topic 4: ITIL Management Practices | - Technical Management Practices Overview - Service Management Practices Overview - General Management Practices Overview |
「あきらめたら そこで試合終了ですよ」という『スラムダンク』の中の安西監督が言った名言があります。この文は人々に知られています。試合と同じ、試験もそのどおりですよ。試験に準備する時間が十分ではないから、ITILFNDv5認定試験を諦めた人がたくさんいます。しかし、優秀な資料を利用すれば、短時間の準備をしても、高得点で試験に合格することができます。信じないでしょうか。Jpexamの試験問題集はそのような資料ですよ。はやく試してください。
質問 # 74
What influences whether a service is perceived as valuable by a consumer?
正解：B
解説：
A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer. That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance.
Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort. Conversely, a service with well- balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.
質問 # 75
What is the MAIN purpose of value stream mapping in an organization?
正解：A
解説：
The main purpose of value stream mapping is to identify and prioritize improvement opportunities, which makes option B correct. ITIL presents value stream mapping as a practical way to understand how work actually flows across teams, systems, and organizational boundaries. By visualizing the "as-is" situation, organizations can spot bottlenecks, delays, handoff issues, waste, duplicated effort, and points where value is lost or slowed. This analysis helps them decide where improvements will have the greatest effect. Mapping may also support better collaboration and management practice use, but those are secondary outcomes. It is not mainly about automating monitoring or controlling stakeholders. The real value lies in making the flow of work visible so that improvement efforts can be based on evidence rather than assumptions or isolated local viewpoints.
質問 # 76
Which statement BEST explains the relationship between an organization's purpose and its operating model?
正解：D
解説：
The best explanation is that the organization's purpose determines why it exists, while the operating model shows how it fulfills that purpose, so option B is correct. In ITIL, purpose provides the reason for being, the value intent, and the basis for strategic direction. The operating model then describes how the organization arranges its capabilities, workflows, resources, practices, and interactions to turn that purpose into real value. These two concepts are closely connected. The operating model does not replace purpose, and it is broader than only financial strategy. It also cannot be separated from customer and stakeholder concerns because its whole role is to support value creation. By linking purpose and operating model, ITIL helps organizations align intent, structure, behavior, and execution in a coherent way.
質問 # 77
Which dimension of product and service management addresses data and technologies used in digital product and services?
正解：D
解説：
Information and technology is the dimension that addresses the data and technologies used in digital products and services, so option D is correct. ITIL explains that this dimension includes applications, infrastructure, tools, automation, analytics, AI, monitoring, communication systems, and the management of data, information, and knowledge. It also includes concerns such as data quality, access, governance, security, and technology capability. This dimension is central in digital product and service management because technology not only supports service delivery, but often forms the core of the product itself. Partners and suppliers covers external organizations, organizations and people covers structure and skills, and value streams and processes covers workflows. Therefore, when the focus is specifically on data and technological enablement, the correct ITIL dimension is information and technology.
質問 # 78
Which dimension is concerned with management of relationships with external organizations?
正解：C
解説：
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks.
質問 # 79
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