A. Correct. Value stream mapping is a technique
to identify, visualize, and analyse value streams,
and value stream management is an ongoing,
continual activity that ensures value streams
remain effective, adaptive, and improved over
time. Mapping is a starting point; management
sustains and governs performance. “Value
stream mapping is a technique for the visual
representation and analysis of value streams.”
“Value stream mapping is a technique that is
relatively easy to start and it also provides
tangible results in the short term. However, it
does not have a sustainable effect if performed
as a one-off exercise. To maintain high quality of
services and continually optimize the flow of
work, organizations shift to value stream
management, which means both ‘management
of value streams’ and ‘management through
value streams’.” Ref 6.3, 6.4
B. Incorrect. Value stream mapping is not a
reporting tool, nor value stream management is an
auditing activity. Both are improvement-focused and
value-oriented, not compliance mechanisms. “Value
stream mapping and management aim to: focus on
customer value and optimize the end-to-end flow
for value creation.” Ref 6.1
C. Incorrect. Both value stream mapping and value
stream management apply to products and services
together, according with ITIL’s integrated product
and-service perspective. “To manage the actual
product and service management work as
performed […] organizations need to identify and
map their value streams, analyse, and continually
improve them.” Ref 6.1
D. Incorrect. Value stream mapping and value
stream management focus on value creation, flow
optimization, and continual improvement. “Value

A. Correct. An enabling value stream supports
internal activities that allow core value streams
to function effectively and deliver value to
customers. Its role is to enable and support, not
to replace or interface directly with consumers.
“Enabling value stream is a value stream that
enables value for internal customers to support
the organization’s core value streams.” Ref 6.2

B. Correct. The ITIL Continual Improvement
Model begins by defining the vision to ensure
that any improvement initiative is linked to the
organization’s goals, objectives, and priorities.
“Each improvement initiative should support the
organization’s goals and objectives. The first step
of the continual improvement model is to define
the vision of the initiative. This provides context
for all subsequent decisions and links individual
actions to the organization’s vision for the
future.” Ref 5.6.1.1

A. Incorrect. The ITIL Official Practice Guides provide
guidance on practices and capabilities, they do not
prescribe specific tools or technologies. Ref 5.5.1
B. Incorrect. ITIL emphasizes integration, not
separation, of product and service management.
“ITIL offers an end-to-end Lifecycle Model for digital
products and services, where the concepts of digital
product and service are integrated.” Ref 1.2
C. Correct. ITIL Official Practice Guides exist to
support organizations by providing practical
guidance on how to adopt and adapt
management practices, which in turn helps
them develop capabilities for managing digital
products and services. “To succeed in digital
product and service management, organizations
develop many capabilities, from strategic to
operational. ITIL offers structured practical
guidance for 34 product and service
management capabilities in the ITIL Official
Practice Guides.” Ref 1.2.1
D. Incorrect. ITIL gives emphasis on continual
improvement and situational application. Maturity
models are assessment and improvement tools, not fixed targets. “Continual improvement is a recurring
organizational activity performed at all levels to
ensure that an organization’s performance
continually meets stakeholders’ expectations.”
Continual improvement takes place in all areas of
the organization and at all levels, from strategic to
operational. Ref 5.1, 5.6

A. Correct. ITIL Official Practice Guides follow the
same structure so that readers can easily
understand, compare, and apply practices
consistently, regardless of which practice they
are working with. Ref 5.5
B. Incorrect. Practices are adopted based on
organizational context and needs. They are not to
be implemented in a fixed or universal order. “The
value chain activities and the practices in the ITIL VS
do not form a fixed, rigid structure.” Ref 5.1
C. Incorrect. ITIL is tool-agnostic and does not
prescribe specific tools or technologies. “The
architecture of the ITIL VS specifically enables
flexibility and discourages siloed working. The value
chain activities and the practices in the ITIL VS do
not form a fixed, rigid structure. Rather, they can be
combined in multiple operating models and value
streams to address the needs of the organization in
a variety of scenarios.” Ref 5.1
D. Incorrect. ITIL emphasizes flexibility and
adaptability, not restriction. The standardized
structure supports learning and application, not
limitation. “The architecture of the ITIL VS specifically
enables flexibility and discourages siloed working.”
Ref 5.1

B. Correct. Management practices enable and
support value chain activities by providing the
organizational capabilities required to perform
those activities effectively. “Management
practices enable and support the value chain
activities.” “Each practice combines resources
from the Four Dimensions to enable an
organization’s ability to manage specific aspects
of digital products and services.” Ref 1.3,
Figure 1.9

A. Correct. An organization’s purpose is enabled
by value chain activities which create value in
line with that purpose. “Organizations exist to
create value for customers and other
stakeholders. [...] To understand and
communicate how an organization fulfils its
purpose, an operating model is often used. [...] The highest level of the ‘value streams and
processes’ dimension of an operating model can
be described as organization’s value chain.”
Ref 4.8.2
B. Incorrect. Governance and compliance are
handled by governance. “Governance is the system
by which an organization is directed and controlled.”
Ref 5.3.1
C. Incorrect. Value chain activities are not defined by
standardization or procedural consistency. Value
chain activities are flexible and can be combined in
different ways depending on context. While
standardization may occur within practices or
processes, it is not the purpose of value chain
activities, nor how they support organizational
purpose. “Although the word ‘chain’ implies a
sequence of tightly connected links, it is important
to remember that the value chain activities are not
always performed sequentially.” Ref 4.1
D. Incorrect. Setting predefined service quality
targets (for example, availability, performance, or
experience levels) is the role of service level
management and governance, not the value chain.
“Value chain: An entire set of activities that enables
value through the provision of a product or service”
Ref 5.1

D. Correct. Quality of the product solutions is a
key metric of success for the ‘build’ activity. The
‘build’ activity focuses on developing,
integrating, and testing products, so solution
quality is the most appropriate success measure.
“What are the key metrics of success? Quality of
the product solutions. [...]” Ref 4.5.2, Table 4.4

A. Correct. The ‘transition’ activity is responsible
for introducing new or updated products into
the live environment. Its performance is
therefore best evaluated by metrics related to
successful deployments/releases and their
impact. A high success rate of releases deployed
into the live environment directly indicates low
transition errors and effective transition
performance. “What are the key metrics of
success? (‘transition’ activity) […] Number and
impact of transition errors.” Ref 4.6.2, Table 4.5
B. Incorrect. Generating ideas is associated with
identifying opportunities that belongs to the
‘discover’ activity. “Discover: explore and prioritize
needs and opportunities for the product and
service.” Ref 4.1
C. Incorrect. Cost per service request relates to
service delivery and request fulfilment and the
‘deliver’ activity. “The ‘deliver’ activity includes […] fulfilment of users’ service requests.” Ref 4.8.1
D. Incorrect. Value stream mapping is used to
analyse and improve workflows. “Value stream
mapping is a technique for the visual representation
and analysis of value streams. [...] it is focused on
the flow of information, work, and, eventually, the
value created for a service consumer.” Ref 6.3

B. Correct. ITIL defines: “Problem is a cause, or
potential cause, of one or more incidents.” Ref
4.9.1

A. Correct. Observability is the ability to
understand the internal state and behaviour of a
system by analysing its external outputs.
“Observability is the ability to understand the
internal state of a complicated system by
analysing its external outputs, such as metrics,
logs, and traces.” Ref 4.7.1
B. Incorrect. Ensuring approval of changes belongs
to change enablement. “Change enablement is the
practice of ensuring that risks are properly assessed,
authorizing changes to proceed and managing a
change schedule…” Ref Glossary
C. Incorrect. Observability helps identify and analyse
behaviour, but it does not automatically prevent
incidents. Automatically preventing incidents from
occurring is a result of proactive operations and
incident prevention, supported by practices such as
monitoring, event management, and problem
management. “Monitoring and event management
is the practice of systematically observing services
and service components, and recording and
reporting selected changes of state identified as
events.” Ref Glossary
D. Incorrect. Improving reliability through
engineering practices is the goal of Site Reliability
Engineering (SRE) “Site Reliability Engineering (SRE) is
a technology management discipline that
incorporates aspects of software engineering and
applies them to infrastructure and operations
problems with the goal of creating ultra-scalable and
highly reliable software systems.” Ref 4.7.1

D. Correct. a product/service specification as a
detailed document that outlines the
requirements and characteristics of a product or
service. “Product/service specification is a
detailed document that outlines critical aspects,
requirements, and characteristics of a product
or service to be built.” Ref 4.3.1

A. Incorrect. Continuous deployment enables very
frequent releases, potentially after every successful
change. “Continuous deployment relies on
continuous delivery.” and “Continuous delivery is a
set of techniques and tools that enables software
updates to be deployed to production at any time.
Frequent deployments are possible [...]” Ref 4.6.2
B. Incorrect. Manual code integration is contradicted
by ITIL’s definition of continuous integration, which
underpins continuous delivery. “Continuous
integration is a set of techniques and tools that
enables developers to frequently merge their code
changes into a central repository, followed by
automated builds and tests.” Ref 4.5.2
C. Correct. ITIL clearly distinguishes continuous
deployment from continuous delivery by stating
that continuous deployment automatically
deploys every change that passes automated
tests to production, without additional
authorization. “Continuous deployment is a set
of techniques and tools that enables every
change that passes automated tests to be
automatically deployed to production without
additional authorization.” Ref 4.6.2
D. Incorrect. Testing is a core requirement of both
continuous delivery and continuous deployment.
“Continuous deployment is a set of techniques and
tools that enables every change that passes
automated tests to be automatically deployed to
production without additional authorization.”
Ref 4.6.2

A. Correct. ‘Support’ activity is responsible for
handling incidents and disasters, restoring
normal operations, and supporting users so that
service performance is maintained or restored when it is disrupted. “The purpose of the
‘support’ activity is to identify and resolve
incidents, fulfil disaster recovery procedures,
and capture consumer’s feedback.” Ref 4.9.1
B. Incorrect. Designing architectures is part of
‘design’ activity in the product and service lifecycle.
“The purpose of the ‘design’ activity is to create
prototypes and specifications for products and
services, detailing their functionality, user
experience, and operational framework.” Ref 4.3.1
C. Incorrect. Building solution components is
handled during the ‘build’ activity. “The purpose of
the ‘build’ activity is to develop, integrate, and test
digital products, transforming designs into
functional solutions.” Ref 4.5.1
D. Incorrect. Discovering opportunities is part of the
‘discover’ activity. “Discover: explore and prioritize
needs and opportunities for the product and
service.” Ref 4.1

B. Correct. ‘Transition’ activity is responsible for
seamlessly introducing new or updated products
into the live (operational) environment. “The
purpose of the ‘transition’ activity is to
seamlessly introduce new or updated products
into operational environments and to ensure
effective onboarding/offboarding of suppliers.”
Ref 4.6.1

C. Correct. ‘Operate’ activity is responsible for
maintaining and monitoring digital products and
supporting systems. “The purpose of the
‘operate’ activity is to maintain and monitor
digital products and supporting systems,
ensuring optimal performance and reliability.”
Ref 4.7.1

A. Correct. The purpose of the ‘deliver’ activity
includes managing how users are onboarded and
offboarded, as part of providing services and
maintaining service quality. “The purpose of the
‘deliver’ activity is to provide services to users,
manage user onboarding/offboarding, maintain
service quality standards, and gather consumers’
feedback.” Ref 4.8.1

C. Correct. ‘Monitor’ is the activity concerned
with checking that performance and activities
adhere to policies and strategic direction.
“Monitor: monitoring the performance of the
organization and its practices, products, and
services. The governing body ensures that
performance is in accordance with policies and
strategic direction.” Ref 5.3.1

D. Correct. The guiding principles are not
isolated, not hierarchical, and not sequential.
They are intended to be used together, with different principles becoming more relevant
depending on the context and situation.
“Organizations should not use just one or two of
the principles but should consider the relevance
of each of them and how they complement each
other.” Ref 5.2.8

A. Correct. Collaborate and promote visibility
emphasizes working with stakeholders and
making work and information visible to enable
better decision-making, trust, and outcomes.
“When initiatives involve the right people in the
correct roles, efforts benefit from better buy-in,
more relevance (because better information is
available for decision-making) and increased
likelihood of long-term success.” Ref 5.2.4

A. Correct. No element of the organization
operates in isolation and decisions must
consider the whole system, including
interactions across the ITIL Value System. “No
product, service, practice, process, team, or
supplier stands alone. The outputs that the
organization delivers to itself, its customers, and
other stakeholders will suffer, unless it works in
an integrated way to handle its activities as a
whole, rather than as separate parts.” Ref 5.2.5

C. Correct. The scenario describes releasing work
in small increments, gathering feedback, and
adjusting future iterations. “Product and service
management iterations can be sequential or
simultaneous, with multiple feedback loops
between them.” Ref 5.2.3

D. Correct. This includes all five components of
the VS. “The ITIL VS includes five components:
Guiding principles, Governance, Value chain,
Practices, Continual improvement” Ref 1.3

A. Correct. The ‘organizations and people’
dimension focuses on ensuring that culture,
leadership, skills, competencies, and
communication enable the organization to work
effectively and create value through products
and services. The ‘organizations and people’
dimension focuses on how “an organization is
structured and managed, including roles,
responsibilities, and systems of authority and
communication.” Ref Glossary

B. Correct. The ‘value streams and processes’
dimension is concerned with how workflows
across activities and how those activities are
organized and coordinated to enable value for
stakeholders. “Value stream is a series of steps
that an organization uses to create and deliver
products and services to a service consumer.”
Ref 2.3.1

A. Correct. The ‘partners and suppliers’
dimension addresses how an organization
manages its relationships with external
organizations that contribute to the discovery,
design, delivery, support, and improvement of
products and services. “The ‘partners and
suppliers’ dimension encompasses an
organization’s relationships with other
organizations that are involved in the discovery,
design, build, transition, operation, delivery,
support, and/or continual improvement of
products and services.” Ref 2.5

A. Correct. The ‘information and technology’
dimension in ITIL focuses on the data,
information, and technologies that support
digital products and services and the
management systems behind them. This
dimension ensures that the right technological
capabilities and information assets are available
to enable effective product and service
management. “The ‘information and technology’
dimension addresses data, information, and
technologies used in digital products and
services, as well as those used as part of the
organization’s product and service management
systems.” Ref 2.4
B. Incorrect. Defining roles, responsibilities, skills,
and structures belong to the ‘organizations and
people’ dimension. “The ‘organizations and people’
dimension ensures that the way an organization is
structured and managed, as well as its roles,
responsibilities, and systems of authority and
communication, are well defined and support its
overall strategy and operating model.” Ref Glossary
C. Incorrect. Workflows, processes, and activities are
addressed under the ‘value streams and processes’
dimension. They refer to how work is structured and
executed across value streams. “The ‘value streams
and processes’ dimension addresses organizational
and cross-organizational workflows, focusing on
what activities the organization undertakes and how
they are organized to enable value for stakeholders
effectively and efficiently.” Ref 2.3.1
D. Incorrect. Managing external suppliers and
partners is the focus of the ‘partners and suppliers’
dimension. This option describes supplier
relationships and contracts. “The ‘partners and
suppliers’ dimension encompasses an organization’s
relationships with other organizations that are
involved in the discovery, design, build, transition,
operation, delivery, support, and/or continual
improvement of products and services.” Ref 2.5

A. Incorrect. A product specification describes what
a product or service should be built to do, not how
service quality will be agreed, measured, or
reviewed during service delivery. This option refers
to ‘design’ and ‘build’ activities “Product/service
specification is a detailed document that outlines
critical aspects, requirements, and characteristics of
a product or service to be built.” Ref 4.3.1
B. Correct. A Service Level Agreement (SLA) is the
common mechanism used to establish a shared
understanding between a service provider and a
customer regarding expected and achieved
service quality. It formalizes what level of
service is expected and how it will be measured
and managed. “The common way to establish a
shared understanding of the expected and
achieved service quality and to manage service
improvement is a Service Level Agreement
(SLA).” Ref 3.2.5
C. Incorrect. Roadmaps describe future direction
and planned improvements. They relate to planning
and prioritization, especially in ‘discovery’ and
‘design’ activities. “The key outputs of this activity
include an updated product roadmap, product and
service improvement initiatives.” Ref 4.2.1
D. Incorrect. Service level requirements are inputs to
service design and agreements, but they do not, by
themselves, establish a shared understanding
unless they are formalized in an SLA. “Service Level
Agreement (SLA) is a documented agreement
between a service provider and a customer that
identifies the services provided and the agreed level
of each service.” Ref 4.8.1

A. Correct. Service quality Is being concerned
with how well a service satisfies stated and
implied needs, which are expressed through
agreed requirements and expectations. It is not
limited to speed, development pace, or ethics
alone, but to the overall ability of the service to
meet what has been agreed and expected.
“Service quality is the sum of the characteristics
of a service that are relevant to its ability to
satisfy stated and implied needs.” Ref 3.2.4

A. Incorrect. The customer defines requirements
and takes responsibility for outcomes, but does not
authorize the budget. “Customer is the role that
defines the requirements for products and services
and takes responsibility for the outcomes of service
consumption.” Ref 3.2.1.1
B. Incorrect. The user consumes and uses the
service; they do not approve funding. “User is the
role that uses services.” Ref 3.2.1.1
C. Correct. The sponsor role is responsible for
authorizing the budget for service consumption.
This role approves funding and financial
commitment for the service. “Sponsor is the role
that authorizes budget for service
consumption.” Ref 3.2.1.1
D. Incorrect. A product vendor creates and improves
digital products, but is not a service consumer role
and does not authorize budgets for service
consumption. Ref 3.2.1

A. Correct. A service journey is the sum of
activities and interactions between a service
provider and a service consumer across their
relationship. It focuses on interactions, not just
internal work or lifecycle stages. “Service
journey is the sum of activities and interactions
performed by organizations engaged in service
relationships to fulfil their roles as a service
provider and a service consumer.” Ref 3.2.3
B. Incorrect. Internal workflows and processes are
part of value streams, processes, and value chain
activities, not the service journey. The service
journey includes both parties in the service
relationship. Ref 2.3.1
C. Incorrect. The end-to-end lifecycle of a product is
described by the ITIL Product and Service Lifecycle
Model, not the service journey. The service journey
is relationship-focused, not lifecycle-stage-focused.
Ref 2.3.1
D. Incorrect. Value chain activities describe how
organizations manage products and services, while
the service journey describes how providers and
consumers interact. They are related but not the
same concept. “Value chain is an entire set of
activities that enables value through the provision of
a product or service.” Ref 4.1

A. Correct. ITIL explains value co-creation as a
balance between outcomes, costs, and risks.
Value is not created by outcomes alone; it
emerges when desired outcomes are achieved
while costs and risks are appropriately
optimized for the service consumer. These three
elements must be considered together to
understand whether a service is truly valuable.
“Service value is the perceived benefits,
usefulness, and importance of a service.
Achieving desired outcomes requires resources
(and therefore costs) and is often associated
with risks. Service providers help their
consumers to achieve outcomes, and in doing so,
take on some of the associated costs and risks.”
Ref 3.1.1
B. Incorrect. Outcomes do not exist independently
of costs and risks. “Achieving desired outcomes
requires resources (and therefore costs) and is often
associated with risks.” Ref 3.1.1
C. Incorrect. Outcomes are central to value creation,
while costs are one of the factors that influence
whether value is perceived as positive or negative.
Outcomes are supported by acceptable costs and
risks. “Achieving desired outcomes requires
resources (and therefore costs) and is often
associated with risks.” Ref 3.1.1
D. Incorrect. Risks are evaluated in relation to their
impact on achieving outcomes. Service providers
help their consumers to achieve outcomes, and in
doing so, take on some of the associated costs and
risks.” Ref 3.1.1

D. Correct. Utility and warranty are two
complementary aspects of service value. Utility
describes what the service does (fitness for
purpose), while warranty describes how the
service performs (fitness for use). “Utility is the
functionality offered by a product or service to
meet a particular need.” and “Warranty can be
summarized as ‘how the service performs’ and
can be used to determine whether a service is ‘fit
for use’.” Ref 3.2.4

D. Correct. Value is co-created, it does not exist
unless both parties participate. “It is always a
combination of service consumption (by the
service consumer) and service provision (by the
service provider).” Ref 3.1.1

A. Correct. In ITIL, access to resources is a
specific form of service interaction where the
service consumer uses the service provider’s
resources under agreed conditions. This access
enables value co-creation because consumers
can achieve outcomes without owning or
managing those resources. “Access to resources:
the service consumer gains access to the service
provider’s resources and uses them according to
the agreed terms and conditions.” Ref 3.1.2

A. Incorrect. “Access to resources” applies when
ownership is not transferred and the consumer is
granted usage rights (e.g., cloud services, rented
equipment). “Access to resources: the service
consumer gains access to the service provider’s
resources and uses them according to the agreed
terms and conditions.” Ref 3.1.2
B. Incorrect. A service offering is a description of
services, not a form of interaction. “Service offering
is a formal description of one or more services
designed to address the needs of a target consumer
group.” Ref 3.1.2
C. Correct. The printer being delivered is a
transfer of goods, while the ongoing
maintenance and support provided by the
supplier represent service actions. ITIL defines
these as two distinct forms of service
interaction, and both are present here. “Transfer
of goods: some services include transfer of goods
from a service provider to a service consumer.”
and “Service action: An action performed by a
service provider or jointly by a service provider
and a service consumer.” Ref 3.1.2
D. Incorrect. While a transfer of goods does occur, a
service journey describes the entire sequence of
interactions over time, not a specific type of
interaction. “Service journey is the sum of activities
and interactions performed by organizations
engaged in service relationships to fulfil their roles
as a service provider and a service consumer.”
Ref 3.2.3

A. Correct. In ITIL, a digital service is a service
that relies on digital products. Digital products
provide the capabilities, while the digital service
uses those capabilities to enable value co
creation for consumers. “Digital service is a
service that fully or largely relies on digital
products.” Ref 3.1.2

B. Incorrect. Products support services; they do not
eliminate them. “Products provide capabilities, while
service offerings describe the potential value they
offer to customers.” Ref 3.1.2
C. Incorrect. Digital services are not limited to
internal IT. Digital services are delivered to external
customers, users, and organizations, across many
industries. “Today, the services sector plays a crucial
role in the modern economy […] including […] Digital
services.” Ref 3.1
D. Incorrect. A digital service cannot exist
independently of a digital product, because it relies
on digital products to function. “Digital services are
always based on digital products.” Ref 3.1.2

A. Incorrect. This describes processes and value
streams, which are part of the ‘value streams and
processes’ dimension, not the role of a digital
service. “Value stream is a series of steps that an
organization uses to create and deliver products
and services to a service consumer.” Ref 2.3.1
B. Correct. The core purpose of a service
(including a digital service) is to enable value co
creation by helping consumers achieve desired
outcomes, while relieving them of the need to
manage certain costs and risks. “Service is a
means of enabling value co-creation by
facilitating outcomes that consumers want to
achieve, without the consumer having to
manage specific costs and risks.” Ref 3.1.1
C. Incorrect. Digital services do not replace product
management. ITIL integrates product and service
management into a unified approach. “ITIL offers an
end-to-end Lifecycle Model for digital products and
services, where the concepts of digital product and
service are integrated.” Ref 1.2
D. Incorrect. This describes governance of digital
technology, which oversees compliance and control.
“Governance is the system by which an organization
is directed and controlled.” Ref 5.3.1

A. Correct. A product is a configuration of an
organization’s resources that is designed to offer
value. “Digital product is a combination of an
organization’s resources based on digital
technology and designed to offer value to
consumers.” Ref 3.1.2
B. Incorrect. The emphasis is on integration, not
replacement of product and service management
disciplines. “ITIL offers an end-to-end Lifecycle
Model for digital products and services, where the
concepts of digital product and service are
integrated.” Ref 1.2
C. Incorrect. This is the definition of a service, not a
product. “Service is a means of enabling value co
creation by facilitating outcomes that consumers
want to achieve, without the consumer having to
manage specific costs and risks.” Ref 3.1.1
D. Incorrect. This has to do with governance and
information security management, not with the
purpose of a product. “Governance of digital
technology is a governance system focused on the
current and future use of digital technology.”
Ref 5.3.1