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ITIL v5 Service Management Essentials
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ITIL v5 Service Management Essentials
ITIL v5 Service Management Essentials
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1
Question
Q1: Which BEST describes value co-creation?
Page 2
Answer
B. Created collaboratively between provider and consumer
2
Question
Q2: What describes utility?
Page 2
Answer
B. Functionality offered to meet a need
3
Question
Q3: In ITIL v5, warranty ensures a service is fit for use. What aspects does it cover?
Page 2
Answer
B. Availability, capacity, continuity, and security
4
Question
Q5: What is the distinction between product and service?
Page 2
Answer
B. Product=resource configuration; service=value co-creation
5
Question
Q6: What is an outcome?
Page 2
Answer
C. A result for a stakeholder enabled by outputs
6
Question
Q8: What does sustainability mean in the context of ITIL v5?
Page 3
Answer
B. Meeting requirements for environmental management, social progress, and economic growth
7
Question
Q11: What relationship type implies shared objectives and innovation?
Page 3
Answer
C. Collaborative (partnership)
8
Question
Q15: What is one of the main benefits ITIL provides to organizations?
Page 4
Answer
B. An integrated system connecting governance, value chain, practices, and continual improvement
9
Question
Q16: What are the 4 categories of service level metrics?
Page 4
Answer
C. Utility, warranty, user experience, and sustainability
10
Question
Q17: What are the 3 types of service relationships?
Page 4
Answer
B. Basic, cooperative, and collaborative
11
Question
Q19: What is the difference between output and outcome?
Page 4
Answer
B. Output=tangible deliverable; outcome=result achieved by the stakeholder
12
Question
Q22: What is ITIL in version 5?
Page 5
Answer
B. A framework for Digital Product and Service Management (DPSM)
13
Question
Q26: SCENARIO: A service meets all SLAs but users are unsatisfied. What fails?
Page 5
Answer
C. User experience (UX)
14
Question
Q38: What is the difference between change and transformation in ITIL v5?
Page 7
Answer
B. Change=specific modification; transformation=fundamental, broad change
15
Question
Q45: Which TWO statements about service levels are CORRECT? 1.They define expected or achieved quality metrics. 2.They only measure technical availability. 3.They include utility, warranty, UX, and sustainability. 4.They are defined exclusively by the consumer.
Page 8
Answer
B. 1 and 3
16
Question
Q57: What is the main objective of service management in an organization?
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Answer
B. Enable value co-creation between provider and consumer
17
Question
Q58: Service provision describes activities performed by the provider. Which does it include?
Page 10
Answer
B. Resource management, access, and request fulfillment
18
Question
Q60: In ITIL v5, a touch point occurs during the service journey. What does it represent?
Page 10
Answer
B. Any interaction between provider and consumer
19
Question
Q62: ITIL v5 introduces the concept of moments of truth. What does it refer to?
Page 10
Answer
B. Critical moments that shape the consumer's perception of the service
20
Question
Q64: Human-Centered Design (HCD) puts people at the center. What does it seek to achieve?
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Answer
B. Design services that respond to real people's needs
21
Question
Q66: ITIL v5 recognizes the importance of employee experience. What does this concept refer to?
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Answer
B. The employee's perception of their work environment, culture, and tools
22
Question
Q70: A product-centric approach differs from a service-centric one. What does each consist of?
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Answer
B. Product=build and improve the product; Service=user outcomes and experience
23
Question
Q72: ITIL v5 defines continual improvement as a recurring organizational activity. What is its purpose?
Page 12
Answer
B. Ensure performance meets stakeholder expectations
24
Question
Q74: SCENARIO: A team detects a recurring error in the billing process and corrects it. What type of improvement did they apply?
Page 12
Answer
C. Corrective
25
Question
Q78: SCENARIO: During new customer onboarding, the registration process fails creating a bad first impression. Which ITIL v5 concept describes this critical point?
Page 13
Answer
B. Moment of truth
26
Question
Q84: Identify the missing word(s): Service management is a set of organizational [?] for delivering value through services.
Page 13
Answer
B. capabilities
27
Question
Q92: Industry 5.0 is based on three fundamental pillars. Which are they?
Page 15
Answer
B. Human-centric, sustainable, and resilient
28
Question
Q94: What is the difference between an outcome and an output in ITIL v5?
Page 15
Answer
B. Output=tangible deliverable; outcome=effect achieved for the stakeholder
29
Question
Q97: Utility and warranty are two components of a service's value. What does each contribute?
Page 15
Answer
B. Utility=service functionality; warranty=assurance of how it is delivered
30
Question
Q106: SCENARIO: A streaming company offers access to movies without transferring content ownership to the user. What type of service interaction is this?
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Answer
C. Resource access