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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 25% | - Progress Iteratively with Feedback - Think and Work Holistically - Collaborate and Promote Visibility - Focus on Value - Optimize and Automate - Keep It Simple and Practical - Start Where You Are |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Service Value Chain - Governance - Practices Overview |
| Topic 3: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 4: ITIL Practices Overview | 15% | - Incident Management - Problem Management - Service Level Management - Change Enablement - Service Desk |
| Topic 5: Four Dimensions of Service Management | 20% | - Partners and Suppliers - Organizations and People - Value Streams and Processes - Information and Technology |
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NEW QUESTION # 104
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Answer: B
Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 31; ITIL 4 Practice Guide: Monitoring and Event Management, page 7.
NEW QUESTION # 105
What can be described as an operating model for the creating and management of products and services?
Answer: C
Explanation:
Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.
aspx
NEW QUESTION # 106
Which is an example of a service request?
Answer: D
Explanation:
In ITIL 4, service request management is one of the 7 practices described in more detail.
A service request is defined as a user request for something to be provided - for example:
* access to an application or file
* information or advice
* a standard change that is preapproved
* a new or replacement item of equipment
The key idea is:
A service request is a formal request from a user for something they are entitled to receive as part of a service.
Looking at each option:
This describes an incident.
* An incident is an unplanned interruption to a service or reduction in its quality.
* A request to restore normal service operation after something has gone wrong is handled by the incident management practice, not by service request management.
So this is not a service request.
This normally relates to a change.
* Implementing a patch modifies the live environment.
* This is usually handled through the change enablement practice (and then deployment management), often as a normal change or standard change, depending on the organization's policies.
Although some standard changes can be triggered via service requests, ITIL Foundation typically uses clearer examples (such as access requests). This option is not the best example.
This is a classic example of a service request:
* A user is asking for access (permission) to something as part of an existing service.
* It is not fixing something broken, it is asking for something to be provided.
* ITIL 4 explicitly lists access requests (for example, to applications, services, or data) as a common type of service request within the service request management practice.
Therefore, C is the correct answer.
This describes problem management:
* When we investigate the root cause of one or more incidents, we are using the problem management practice.
* The aim is to understand and remove the underlying cause, not to provide a standard service action requested by a user.
So this is not a service request.
This aligns with ITIL 4 Foundation descriptions of:
* Service request - a user request for something to be provided.
* Service request management practice - managing all types of service requests in a user-friendly and efficient way.
* Incident management - restoring normal service operation as quickly as possible.
* Problem management - identifying and managing the causes of incidents.
* Change enablement - ensuring that changes are evaluated, authorized, and managed.
That is why "a request for access to a file" is the correct example of a service request.
NEW QUESTION # 107
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Answer: A
Explanation:
CIs are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or even the configuration of an application could be considered a CI, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/#:~:text=among%20your%20CIs-,Configuratio
NEW QUESTION # 108
What are the KEY stakeholder groups mat service providers should cooperate with?
Answer: B
Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider's organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18; [ITIL 4 Practice Guide: Customer Relationship Management], page 7.
NEW QUESTION # 109
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