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1. Which of the following is NOT one of the steps in value stream mapping?

Value stream identification

Mapping of the 'as-is' value stream

Mapping a 'to-be' value stream

Value stream management

2. What does a product specification primarily describe?

Critical aspects, requirements, and characteristics of a product

The initial creation used for testing a product's design

The ability of a system to remain operational

The process of merging code into a central repository

3. Which role takes responsibility for the outcomes of service consumption?

Organization

Sponsor

Customer

Service provider

4. Why should organizations consider the interaction of ITIL Guiding Principles?

Because principles are interdependent and complement each other

Because one principle is always superior to the rest

Because principles must be applied in a strict order

Because one principle is usually sufficient for any situation

5. Which lifecycle activity is focused on creating prototypes and specifications?

Design

Deliver

Support

Transition

6. How does the 'information and technology' dimension support effective product and service management?

By enabling the use of data, information, and technology required to deliver services

By defining organizational roles and responsibilities needed for product development

By defining workflows and activities required for product development

By managing relationships with external suppliers

7. How do ITIL practice guides benefit organizations managing digital products and services?

By prescribing mandatory tools and technologies for service management

By separating product management guidance from service management guidance

By supporting organizations in developing product and service management capabilities

By defining a fixed maturity level that organizations must achieve

8. Which governance activity is focused on ensuring adherence with policies and strategic direction?

Evaluate

Direct

Monitor

Discover

9. What is a problem?

An unplanned service interruption

Root cause of one or more incidents

A service access request from users

An incident that impacts critical services

10. What is an incident in IT services?

Any change of state significant for management

An unplanned interruption to a service or reduction in service quality

A cause of one or more interruptions

A flaw or vulnerability in a service

11. What is the MAIN purpose of using feedback throughout improvement iterations?

To confirm that all stakeholder opinions are in agreement

To ensure that improvement actions remain relevant and effective in changing circumstances

To prevent the need for further adjustments once work has started

To avoid changes in project priorities during implementation

12. What distinguishes 'continuous deployment' from 'continuous delivery?

Continuous deployment prevents frequent releases

Continuous delivery requires manual code integration

Continuous deployment automatically deploys changes to production

Continuous delivery eliminates testing activities

13. How should the ITIL Guiding Principle 'optimize and automate' be applied?

By replacing people with technology across all functions

By optimizing processes before automating them

By automating all activities immediately

By automating processes before optimizing them

14. What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

Mapping identifies how value flows, while management ensures the value stream performs effectively over time

Mapping is used only for reporting, while management is used only for auditing

Mapping applies to services, while management applies to products

Mapping focuses on cost control, while management focuses on risk avoidance

15. What is the primary role of a digital service?

To define processes and workflows for value creation

To enable value co-creation by facilitating customer outcomes

To replace product management practices with service management

To ensure compliance with policies and external regulations

16. What influences whether a service is perceived as valuable by a consumer?

The service provider's ability to minimize their operational costs

The number of providers delivering the service to the consumer

The extent to which the positive effects of the service outweigh the negative ones

The amount of money the service provider invests in resources

17. What does the ITIL Guiding Principle 'think and work holistically' emphasize?

Considering all components of the service value system when making decisions

Assigning responsibility for improvements to a single team

Ensuring all activities result in value creation for the stakeholders

Automating repetitive and manual tasks

18. Which dimension is concerned with management of relationships with external organizations?

Partners and suppliers

Information and technology

Organizations and people

Value streams and processes

19. Why do ITIL practice guides follow a standardized structure across all practices?

To make it easier for organizations to understand and apply different practices

To ensure all practices are implemented in the same sequence

To enforce uniform tooling and technology choices

To limit the flexibility of practice adoption

20. What refers to a detailed document outlining the requirements and characteristics of a product?

Change request

Service request

Product prototype

Product specification

21. Which type of service relationship typically focuses on support and efficiency through standardized services?

Basic relationship

Cooperative relationship

Collaborative relationship

Partner relationship

22. Which term describes 'what an organization does for its consumers and other stakeholders and why?

Value stream

Value chain

Operating model

Organization's purpose

23. Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

Product specification

Service level agreement

Product and service roadmaps

Service level requirements

24. Which statement about the 'band of visibility' is CORRECT?

It includes only the activities visible to the service provider

It applies exclusively to modern, technology-based digital service models

It represents all aspects visible between provider and consumer organizations

It defines the complete path of the customer's service journey

25. An IT support engineer assisting a user in configuring their laptop is an example of which concept?

Transfer of goods

Service actions

Sustainability

Access to resources

26. How does an enabling value stream contribute to value creation?

By supporting the effective operation of core value streams

By replacing the need for core value streams

By defining customer outcomes and service expectations

By acting as the primary interface with service consumers

27. What is the role of a governing body in an organization?

It is accountable for performance and compliance at the highest level

It is responsible for day-to-day operations

It manages the technical details of digital products directly

It focuses exclusively on financial reporting

28. Which option is CORRECT in the context of a digital product and a digital service?

A digital service enables value through the use of digital products

A digital product replaces the need for services

A digital service is limited to internal IT systems

A digital service is independent of a digital product

29. Which role authorizes budget for a service in a service relationship?

Customer

User

Sponsor

Product vendor

30. How do 'utility' and 'warranty' together support value co-creation?

Utility focuses on cost control, while warranty focuses on risk avoidance

Utility and warranty apply only to products, not services

Utility ensures the service is fit for use, while warranty ensures it is fit for purpose

Utility ensures the service is fit for purpose, while warranty ensures it is fit for use

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