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| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 28% | - Service Management Practices
|
| Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Organizations and People - Holistic approach and interdependencies - Information and Technology - Value Streams and Processes |
| Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration |
| ITIL Value System | 20% | - Management Practices overview - Service Value Chain activities - Continual improvement - Governance - Guiding Principles (7 principles and application) |
>> Peoplecert ITILFNDv5試験過去問 <<
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質問 # 103
Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?
正解：B
解説：
The partners and suppliers dimension is the correct answer because it covers the relationships an organization has with other organizations involved in product and service management. These external organizations may contribute during discovery, design, build, transition, support, or continual improvement. ITIL emphasizes that modern organizations often rely on ecosystems rather than acting alone. This means they must manage contracts, shared responsibilities, dependencies, specialist expertise, performance expectations, and integration across the wider service network. Value streams and processes addresses workflows, not external relationships.
Information and technology focuses on data and enabling technologies. Organizations and people focuses on structure, competencies, leadership, and culture. Since the question specifically asks about relationships with other organizations involved in the lifecycle, the relevant dimension is clearly partners and suppliers.
質問 # 104
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
正解：D
解説：
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.
質問 # 105
Which two practices interact the MOST with the service desk practice?
正解：A
質問 # 106
What refers to a detailed document outlining the requirements and characteristics of a product?
正解：B
解説：
A product specification is the detailed document that outlines the requirements and characteristics of a product, which makes option D correct. In ITIL, the specification helps create a shared understanding of what the product is expected to do, how it should behave, what constraints apply, and what quality or acceptance criteria must be met. It serves as a reference point for design, build, testing, transition, and later improvement. A prototype is different because it is an early model used to explore or validate ideas. A change request is a formal proposal for a change, and a service request is a user request for a standard service action or access. By clearly documenting requirements and critical characteristics, the product specification supports consistency, communication, and effective lifecycle management.
質問 # 107
Which is an approach to software development in which software can be released to production at any time after a decision is made by the team?
正解：C
解説：
Continuous delivery is an approach in which software is built and tested in a way that ensures it is always in a deployable state, allowing it to be released to production at any time once the team makes the decision to do so.
質問 # 108
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