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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 2: ITIL Value System | 20% | - Governance - Service Value Chain activities - Continual improvement - Management Practices overview - Guiding Principles (7 principles and application) |
| Topic 3: Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Holistic approach and interdependencies - Information and Technology |
| Topic 4: Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 5: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
Question 1
A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?
A. Delivering outcomes more quickly and consistently
B. Achieving stronger overall risk control
C. Ensuring employees always follow processes without question
D. Creating unnecessary complexity
Question 2
Which activity ensures that new or changes products are seamlessly introduced in the live environment?
A. Transition
B. Deliver
C. Operate
D. Build
Question 3
What distinguishes 'continuous deployment' from continuous delivery?
A. Continuous delivery requires manual code integration
B. Continuous deployment automatically deploys changes to production
C. Continuous deployment prevents frequent releases
D. Continuous delivery eliminates testing activities
Question 4
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
A. Organizations and people
B. Value streams and processes
C. Partners and suppliers
D. Information and technology
Question 5
What enables the digital product and service management activities of an organization?
A. Value stream steps
B. Value chain
C. Management practices
D. Vision and operating model
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: C |
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