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| Section | Weight | Objectives |
|---|---|---|
| ITIL 4 Specialist: Create, Deliver and Support | 15% | - Understand the key practices for reliable and effective support - Apply the concepts of value streams to design and deliver services - Understand the key practices for effective service delivery - Understand the concepts and challenges of value stream mapping |
| Manage the journey to a service value stream | 25% | - Identify the components and activities of a service value stream - Understand the concept of a service value stream - Apply the service value stream approach to design and deliver services |
| 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 |
| Craft and deliver a focused digital and IT strategy | 25% | - Apply the strategic approach to digital and IT services - Understand the scope and key concepts of a digital and IT strategy - Recognize the components of an effective digital and IT strategy |
| ITIL 4 Strategist: Direct, Plan and Improve | 10% | - Apply the key principles and methods for effective direction and planning - Understand the scope of the Direct, Plan and Improve practice - Understand the key practices for direction and planning |
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NEW QUESTION # 62
Which ITIL concept helps an organization to make good decisions?
Answer: C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
ITIL 4 Guiding Principles are defined as:
"Recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure." They support organizational decision-making by encouraging:
* Value focus
* Collaboration
* Simplicity
* Optimization and automation
Thus, Option B is correct.
NEW QUESTION # 63
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
Answer: C
NEW QUESTION # 64
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Answer: A
NEW QUESTION # 65
Which is the MOST LIKELY way of resolving major incidents?
Answer: C
Explanation:
Comprehensive Explanation:
Major incidents typically require:
* Urgent coordinated effort
* Involvement of multiple teams or specialists
* Focused collaboration
* Rapid restoration of service
ITIL describes forming a temporary major incident team as the standard response.
Options A and B are too simple; option D is procedural but not sufficient for major incidents.
NEW QUESTION # 66
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?
Answer: D
NEW QUESTION # 67
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