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| Section | Objectives |
|---|---|
| Topic 1: Direct, Plan and Improve (DPI) | - Continual improvement model - Strategy and direction setting - Governance and risk management |
| Topic 2: Drive Stakeholder Value (DSV) | - Customer journey and user experience - Service relationship management - CX and SLA management |
| Topic 3: High Velocity IT (HVIT) | - Digital transformation and ITIL guiding principles - Lean, Agile, DevOps concepts - Automation and continual improvement |
| Topic 4: Create, Deliver and Support (CDS) | - Service management practices integration - Service value system and value streams - Workforce and technology management |
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NEW QUESTION # 64
A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan
Answer: A
NEW QUESTION # 65
An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?
Answer: A
NEW QUESTION # 66
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
Answer: A
Explanation:
Explanation
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 4
Using ITIL to move to a service culture2
ITIL 4 Managing Professional Transition Module
ITIL 4 Managing Professional Transition Module - Courseware
NEW QUESTION # 67
Which practice needs the right culture to be embedded across the entire organization?
Answer: C
Explanation:
Comprehensive Explanation:
The Continual Improvement practice explicitly requires:
* A culture of improvement
* Participation from everyone in the organization
* Ongoing identification of opportunities
* Organizational mindset aligned with continuous enhancement
ITIL 4 emphasizes that continual improvement is not limited to a single team-it must become an organizational culture.
Thus, Option C is correct.
NEW QUESTION # 68
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?
Answer: C
Explanation:
Explanation
Lean OK is an approach that would be most helpful for an organization that wants to become more efficient by reducing the amount of unnecessary work they do. Lean OK is a combination of Lean and OKR (Objectives and Key Results), which are two complementary methodologies that aim to optimize value creation and eliminate waste. Lean is a philosophy and a set of principles and practices that focus on delivering value to customers and stakeholders, minimizing waste and inefficiencies, and continuously improving processes and products. OKR is a goal-setting and management framework that helps organizations align their objectives with their vision and strategy, communicate and track their progress, and measure their outcomes and impact.
By using Lean OK, an organization can define clear and ambitious objectives that are aligned with customer needs and organizational goals, and set measurable and achievable key results that indicate how well the objectives are met. Lean OK also helps the organization to identify and eliminate any activities or processes that do not contribute to value creation or goal achievement, and to prioritize and optimize the ones that do.
Lean OK enables the organization to become more efficient, effective, agile, and customer-centric. References:
https://unichrone.com/blog/it-service-management/lean-itil/
https://www.atlassian.com/blog/technology/what-the-new-itil-4-means-for-you-and-your-team
NEW QUESTION # 69
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