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| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 25% | - Optimize and Automate - Keep It Simple and Practical - Focus on Value - Progress Iteratively with Feedback - Collaborate and Promote Visibility - Think and Work Holistically - Start Where You Are |
| Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| ITIL Practices Overview | 15% | - Problem Management - Incident Management - Service Level Management - Change Enablement - Service Desk |
| Four Dimensions of Service Management | 20% | - Organizations and People - Value Streams and Processes - Information and Technology - Partners and Suppliers |
| ITIL Service Value System (SVS) | 15% | - Governance - Practices Overview - Service Value Chain |
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NEW QUESTION # 68
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Answer: D
Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%20emotional%20intelligence.
NEW QUESTION # 69
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
Answer: A
NEW QUESTION # 70
Which Practice includes management of workarounds and known errors?
Answer: D
Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION # 71
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 72
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Answer: B
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 73
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