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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Adopt and adapt the ITIL framework to deliver value in a digital era | 25% | - Map ITIL v3 practices to ITIL 4 practices - Apply ITIL guiding principles in different contexts - Understand the principles and key concepts of ITIL 4 |
| Topic 2: ITIL 4 Strategist: Direct, Plan and Improve | 10% | - Apply the key principles and methods for effective direction and planning - Understand the key practices for direction and planning - Understand the scope of the Direct, Plan and Improve practice |
| Topic 3: Craft and deliver a focused digital and IT strategy | 25% | - Recognize the components of an effective digital and IT strategy - Apply the strategic approach to digital and IT services - Understand the scope and key concepts of a digital and IT strategy |
| Topic 4: Manage the journey to a service value stream | 25% | - Understand the concept of a service value stream - Identify the components and activities of a service value stream - Apply the service value stream approach to design and deliver services |
| Topic 5: ITIL 4 Specialist: Create, Deliver and Support | 15% | - Understand the concepts and challenges of value stream mapping - Apply the concepts of value streams to design and deliver services - Understand the key practices for effective service delivery - Understand the key practices for reliable and effective support |
>> ITIL ITIL-4-Transition Prüfungsfrage <<
Durch ITIL ITIL-4-Transition Zertifizierungsprüfung wird sich viel Wandel bei Ihnen vollziehen. Beispielsweise werden Ihr Beruf und Leben sicher viel verbessert, weil die ITIL ITIL-4-Transition Zertifizierungsprüfung sowieso eine ziemlich wichtige Prüfung ist. Aber so einfach ist es nicht, diese Prüfung zu bestehen.
30. Frage
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
Antwort: A
Begründung:
The best way to start working on developing new services while addressing the issues faced by the IT department is to develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes. This is because ITIL 4 emphasizes the importance of co-creating value with customers and focusing on the outcomes that they need and want, rather than just the outputs that the service provider delivers1. By understanding the customers' goals and expectations, the IT department can design and deliver services that are aligned with the customer's needs, preferences, and context, and that provide value for both parties2. Moreover, by tracking the customers' goals and expectations throughout the service lifecycle, the IT department can ensure that the service remains relevant, effective, and efficient, and that any changes or improvements are based on customer feedback and satisfaction3.
Developing a clear set of system requirements and tracking each of them from start to finish to ensure that the delivered service meets the stated requirements (option A) is not the best way to start working on developing new services, because it focuses on the functional aspects of the service, rather than the outcomes that the customer values. System requirements are the specifications of what the service should do, but they do not necessarily reflect the customer's needs, wants, and context. Therefore, a service that meets the system requirements may not meet the customer's expectations or provide value for them4.
Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service (option C) is not the best way to start working on developing new services, because it does not involve the customer in the service design and delivery process. Senior management may have a different perspective and agenda than the customer, and may not fully understand the customer's goals and expectations. Therefore, involving senior management alone may not result in a service that meets the customer's needs or provides value for them. Moreover, organizational change management is a process that helps the organization adapt to changes in the internal or external environment, but it does not necessarily address the issues faced by the IT department in developing new services.
Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations (option D) is not the best way to start working on developing new services, because it assumes that the IT department already knows what the customer expects from the service.
However, without developing a clear understanding of the customer's goals and expectations, the IT department may not be able to identify the areas that need improvement or the capabilities that are required to deliver the service in a way that meets customer expectations. Therefore, assessing and improving capabilities of IT teams is a secondary step that should follow after developing a clear understanding of the customer's goals and expectations.
Therefore, the best way to start working on developing new services while addressing the issues faced by the IT department is to develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes. 1: ITIL 4 Foundation, page 4 2: ITIL 4 Foundation, page 6 3: ITIL 4 Foundation, page 8 4: ITIL 4 Foundation, page 9 : ITIL 4 Foundation, page 10 : ITIL 4 Foundation, page 11 : ITIL 4 Foundation, page 12
31. Frage
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
Antwort: C
Begründung:
Explanation
The best approach for validating service value in a partnership relationship with a service consumer is to work together to identify methods of checking service value andcheck that value propositions are still valid. This is because this approach aligns with the ITIL 4 guiding principles of focus on value, collaborate and promote visibility, and progress iteratively with feedback1.
By working together, the service provider and the service consumer can co-create value and ensure that the services delivered meet the needs and expectations of the service consumer and other stakeholders. They can also share information and feedback, and adjust the services accordingly to respond to changing requirements and opportunities. Moreover, they can jointly define the criteria and indicators for measuring and validating the value of the services, such as the outcomes, costs, risks, and benefits23.
The value propositions of the services are the statements that describe the benefits and value that the services offer to the service consumer and other stakeholders. They are based on the understanding of the service consumer's needs, preferences, and goals. The value propositions should be regularly reviewed and validated to ensure that they are still relevant and accurate, and that they reflect the current and future value of the services45.
The other options are not the best approach for validating service value, because they are either too narrow, too passive, or too reactive. They do not involve the active collaboration and co-creation of value between the service provider and the service consumer, nor do they account for the complexity and agility of the services provided.
References: 1: ITIL 4 Foundation: ITIL 4 Edition, AXELOS, 2019, p. 13-15 2: ITIL 4 Direct, Plan and Improve, AXELOS, 2019, p. 97-98 3: Reporting on value in service management, AXELOS, 2021, 3 4: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 17-18 5: ITIL 4 Drive Stakeholder Value, AXELOS, 2019, p.
25-26
32. Frage
What is MOST LIKELY to be handled as a service request?
Antwort: C
Begründung:
Comprehensive Explanation:
Service requests are:
* Requests for something to be provided
* Typically standard, pre-approved, low-risk
* Examples include software installation, access requests, equipment provisioning
"Providing a virtual server for a development team" is a provisioning request - a type of standard service request, provided it follows an established request model.
Option A = incident.
Option B = change.
Option C = part of problem/error control.
Thus, Option D is correct.
33. Frage
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?
Antwort: A
34. Frage
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?
Antwort: B
Begründung:
Safety culture is a concept that refers to the shared beliefs, perceptions, and values in relation to risks within an organization. A safety culture encourages people to be open and honest about their mistakes, learn from them, and improve their performance. A safety culture also fosters trust, collaboration, and visibility among IT staff, which can help to obtain the information needed to resolve problems. According to ITIL 4, safety culture aligns with the guiding principle of "collaborate and promote visibility", which states that "working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success" 1. Safety culture is also one of the key elements of the high- velocity IT approach, which aims to enable organizations to thrive in the digital era 23. References:
* ITIL 4 Information security and risk management practices: embedding safety culture and behaviour
* Safety cultures and happy employees
* The importance of Safety Culture in the success of IT
35. Frage
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