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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand the purpose and effects of the service value system | 15-20% | - Overview of the service value system - Opportunity and demand - The service value chain - The ITIL practices in the service value chain |
| Topic 2: Understand the four dimensions of service management | 15-20% | - Information and technology - Overview of the four dimensions - Value streams and processes - Partners and suppliers - Organizations and people |
| Topic 3: Understand the key concepts of service management | 15-20% | - Key concepts of creating value with services - Organize and deliver value with services - Key concepts of the service relationship |
| Topic 4: Understand the key ITIL practices | 30-35% | - Service level management practices - Relationship management practices - Service configuration management practices - Supplier management practices - Service desk practice - Continual improvement practices - Incident management and request fulfillment practices |
| Topic 5: Understand how the ITIL framework guides the organization | 15-20% | - Other frameworks and methods - The ITIL principles in detail - Nature and use of the ITIL guiding principles |
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98. Frage
Which statement about the 'continual improvement' practice is CORRECT?
Antwort: C
99. Frage
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.
Antwort: C
Begründung:
Reference: https://www.bmc.com/blogs/itil-management-practices/
100. Frage
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Antwort: A
Begründung:
Explanation
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can't be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
101. Frage
Which phase of problem management includes the regular assessment of the effectiveness of workarounds?
Antwort: D
102. Frage
Which of the following is a necessity to a successful service level agreement (SLAs)?
Antwort: A
Begründung:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.
103. Frage
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