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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 20% | - Key concepts, success factors and metrics - Automation and tooling - Roles, responsibilities and integration - Processes, activities and workflows |
| Topic 2: Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
| Topic 3: Problem Management | 20% | - Problem vs incident, key concepts - Workarounds, known errors and knowledge - Problem identification, logging and classification - Root cause analysis and error control |
| Topic 4: Service Desk | 15% | - Structures, types and capabilities - Purpose, objectives and value - Interaction channels and communication - Integration with other practices |
| Topic 5: Service Request Management | 20% | - Concepts, request models and categorization - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Automation and self-service |
| Topic 6: Monitoring and Event Management | 15% | - Event processing, classification and response - Events, alerts and monitoring types - Availability and performance monitoring - Monitoring strategies, tools and techniques |
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質問 # 30
An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?
正解：D
解説：
The ITIL 4 guiding principle "collaborate and promote visibility" emphasizes working together and making work visible to all relevant stakeholders. When improving a service desk practice, this principle ensures that agents understand the broader business context and maintain good communication with other teams.
Collaboration: Encourages working across teams to ensure that information flows efficiently between departments. This would be especially beneficial for service desk agents, as they frequently interact with various parts of the organization.
Visibility: Promotes making key work, challenges, and activities visible to stakeholders to enhance decision-making and problem-solving.
In this context, Option D ("Include business tours in induction training for service desk agents") fits best because it helps new agents understand the business's environment, promotes visibility into how the service desk contributes to the organization, and facilitates better collaboration with other teams.
質問 # 31
Which activity is NOT part of the service request review and optimization process?
正解：B
解説：
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders. Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process.
This refers to operational activities rather than reviewing or optimizing the process.
質問 # 32
A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?
正解：D
解説：
To improve the use of solutions for incidents identified during problem investigations, knowledge management tools are essential. These tools allow organizations to document and share solutions across teams, ensuring that similar incidents are resolved more quickly in the future by leveraging previously identified solutions. Knowledge management fosters continuous learning and enables better, faster incident resolution.
質問 # 33
It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?
正解：C
解説：
ITIL 4 recognizes the importance of understanding users' emotions, feelings, and needs to provide better service and enhance the overall user experience. The capability that supports this understanding is service empathy.
Service Empathy (Answer B - Correct): Service empathy refers to the ability of a service provider to understand and address the emotions, needs, and experiences of the users. It involves putting oneself in the user's position to provide more personalized and supportive service. ITIL 4 encourages organizations to focus on the user experience (UX), ensuring that services are designed and delivered with empathy toward the users' circumstances.
質問 # 34
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
正解：B
解説：
Workflow management tools help integrate the service desk with other practices in the service provider's value streams by automating and managing the flow of tasks and information across different ITIL practices. These tools ensure that incidents, service requests, and changes flow seamlessly between the service desk and other functions such as incident management, problem management, and change enablement.
Workflow management tools ensure that tasks are assigned, monitored, and completed efficiently, promoting integration between service desk operations and other processes within the organization's service value system.
Survey tools and reporting tools are used for gathering feedback and generating insights, but they don't actively manage or integrate workflows between practices. Work prioritization tools assist in task prioritization but don't facilitate integration between different practices in the value stream.
質問 # 35
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