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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 ITIL practices in the service value chain - The service value chain |
| Topic 2: Understand how the ITIL framework guides the organization | 15-20% | - Nature and use of the ITIL guiding principles - Other frameworks and methods - The ITIL principles in detail |
| Topic 3: Understand the key concepts of service management | 15-20% | - Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services |
| Topic 4: Understand the four dimensions of service management | 15-20% | - Value streams and processes - Information and technology - Organizations and people - Overview of the four dimensions - Partners and suppliers |
| Topic 5: Understand the key ITIL practices | 30-35% | - Continual improvement practices - Service configuration management practices - Supplier management practices - Service level management practices - Service desk practice - Relationship management practices - Incident management and request fulfillment practices |
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NEW QUESTION # 12
Which dimension considers data security and privacy?
Answer: D
NEW QUESTION # 13
Which of the following is the MOST important for effective incident management?
Answer: D
Explanation:
Explanation
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 14
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Answer: C
Explanation:
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 15
Which describes a CORRECT approach to change authorization?
Answer: C
NEW QUESTION # 16
What is MOST LIKELY to be handled as a service request?
Answer: D
Explanation:
Explanation
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.
NEW QUESTION # 17
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