ITIL Foundation (Version 5)

Which statement best describes digital product and service management in ITIL Foundation (Version 5)?

• AA coordinated approach to managing digital products and services so they co-create value…
• BA technical method for replacing all service desks with automation tools
• CA project management method used only for one-time technology deployments
• DA procurement process for buying cloud subscriptions from external vendors

Which statement best distinguishes a product from a service in ITIL Version 5 terms?

• AA product is a configured set of resources; a service enables value co-creation by facili…
• BA product is always tangible; a service is always delivered only by a human agent
• CA product is owned by the customer; a service is owned by the regulator
• DA product is used only during design; a service is used only during support

Which option is the BEST example of a digital service?

• AA cloud-based payroll service that lets employees view payslips and submit tax changes on…
• BA cardboard box used to ship a laptop to an employee
• CA printed poster explaining office security rules
• DA conference room booked for an in-person meeting

What is the main purpose of continual improvement in digital product and service management?

• ATo align products, services, practices, and ways of working with changing needs over time
• BTo prevent all future changes once a service is stable
• CTo replace governance with informal experimentation
• DTo delay releases until every possible enhancement is complete

What does the ITIL Product and Service Lifecycle describe?

• AA model for managing products and services from discovery through design, acquisition, bu…
• BA finance-only model for depreciating hardware assets
• CA one-way waterfall sequence that forbids feedback after release
• DA list of job titles required in every digital organization

Which item is a good within a service offering?

• AA configured laptop transferred to a new employee
• BA password reset performed by a support analyst
• CA dashboard accessed through a SaaS portal
• DA training webinar delivered by a service provider

What does utility describe?

• AWhether a product or service has the functionality needed to meet a consumer's needs
• BWhether a service is available only during office hours
• CWhether a vendor contract has been renewed
• DWhether a release has been approved by the change authority

What does warranty describe?

• AThe assurance that a product or service will meet agreed requirements such as availabilit…
• BThe exact list of features a customer requested
• CThe marketing promise printed on a product page
• DThe project business case used to fund initial development

Which statement best connects user experience and sustainability to value?

• ABoth can affect whether outcomes are valuable, acceptable, and durable for stakeholders o…
• BThey are optional marketing ideas and are outside ITIL Foundation (Version 5)
• CThey matter only after an SLA has already failed
• DThey are synonyms for warranty and should be measured only through uptime

Which set lists the three typical components of a service offering?

• AGoods, access to resources, and service actions
• BIncidents, problems, and known errors
• CVision, mission, and purpose
• DPlan, improve, and engage

A provider gives consumers access to a managed analytics platform without transferring ownership of the platform. Which service offering component is this?

• AAccess to resources
• BTransfer of goods
• CA known error
• DA critical success factor

What is value co-creation?

• AJoint contribution by providers, consumers, and other stakeholders to realize value from…
• BA provider unilaterally delivering outputs without consumer involvement
• CA finance department calculating a product's purchase price
• DA vendor transferring all operational risk to the customer

Which statement correctly describes cost and risk in ITIL value co-creation?

• ACosts and risks are factors that influence whether stakeholders perceive an outcome as va…
• BCosts and risks are ignored once a service level agreement exists
• CCosts always belong only to the provider and risks always belong only to the consumer
• DCosts and risks are the same thing and should be reported as one metric

Which example best distinguishes an output from an outcome?

• AA monthly report is an output; better renewal decisions made using the report are an outc…
• BA business goal is an output; a spreadsheet file is an outcome
• CAn outcome is always a physical item; an output is always a feeling
• DThere is no difference between output and outcome in ITIL Version 5