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| Section | Objectives |
|---|---|
| Topic 1: Create, Deliver and Support (CDS) | - Service management practices integration - Workforce and technology management - Service value system and value streams |
| Topic 2: Direct, Plan and Improve (DPI) | - Strategy and direction setting - Governance and risk management - Continual improvement model |
| Topic 3: Drive Stakeholder Value (DSV) | - Customer journey and user experience - Service relationship management - CX and SLA management |
| Topic 4: High Velocity IT (HVIT) | - Lean, Agile, DevOps concepts - Automation and continual improvement - Digital transformation and ITIL guiding principles |
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質問 # 68
What do Lean and Agile consider a barrier to high performance?
正解：A
質問 # 69
In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant
正解：A
解説：
An 'outside in' approach is one that focuses on the customer perspective and value, rather than the internal processes and governance of the IT organization. According to ITIL 4, this approach helps to co-create value with customers and users, and align the IT services with the business strategy and outcomes. Therefore, conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services is an example of an 'outside in' approach, as it helps to understand the customer needs, expectations, and experiences. The other options are examples of an 'inside out' approach, as they focus on the internal aspects of the IT organization, such as the suppliers, the technical teams, and the software tools, rather than the customer value and outcomes. References:
* ITIL and Value: Co-Creating Value in Organisations with ITIL 41
* Using ITIL to move to a service culture2
* ITIL 4 Managing Professional Transition Module
* ITIL 4 Managing Professional Transition Module - Courseware
質問 # 70
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
正解：C
解説：
According to ITIL 4, change enablement is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes. ITIL 4 recognizes that changes can vary in size, complexity, and risk, and therefore proposes different types of changes that require different levels of authorization and control. One of these types is standard change, which is a low-risk, pre-authorized change that is well understood and follows an agreed procedure. Standard changes are typically delegated to the service provider or the service consumer, depending on the nature of the change. For example, a software development team that makes many hundreds of small changes every week can be authorized to approve and implement these changes themselves, as long as they follow the agreed change model and comply with the relevant policies and standards. This way, the software development team can benefit from faster and more efficient change delivery, while minimizing the overhead and bureaucracy of the change enablement process. Therefore, the best answer is D. The other members of the software development team, as they can act as the change authority for standard changes within their scope of work. References:
* ITIL 4 Change Management Process | Blog | Digital.ai1
* ITIL 4's Move from Change Management to Change Enablement2
質問 # 71
From the perspective of a service provider how does the digital product lifecycle start?
正解：A
質問 # 72
A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?
正解：D
解説：
Explanation
Customer orientation is an approach to business that focuses on assisting customers in achieving their goals, as opposed to adopting a sales oriented methodology12. It involves understanding the needs, expectations, and preferences of the customers and delivering value that meets or exceeds them. Customer orientation also implies adapting to the feedback and behavior of the customers and tailoring the service accordingly.
Therefore, when a service support agent adjusts support actions following a call from a frustrated user, they are demonstrating customer orientation, as they are trying to resolve the user's issue in a way that suits their emotional state and satisfaction level. Customer orientation is one of the key concepts in ITIL 4, as it helps to create value co-creation and drive stakeholder value34. It is also aligned with the ITIL guiding principles of focus on value, collaborate and promote visibility, and keep it simple and practical34. References:
The customer journey and ITIL 4 | Axelos3
Holistic IT - a non-siloed approach with ITIL 4 | Axelos4
Customer Orientation: What it Is and How to Implement It [+Examples]1
Mastering Customer Orientation: Definition, Importance and Strategies2
質問 # 73
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