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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 20% | - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Service Value Chain - Practices Overview - Governance |
| Topic 3: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 4: ITIL Guiding Principles | 25% | - Progress Iteratively with Feedback - Keep It Simple and Practical - Think and Work Holistically - Start Where You Are - Focus on Value - Collaborate and Promote Visibility - Optimize and Automate |
| Topic 5: ITIL Practices Overview | 15% | - Change Enablement - Service Level Management - Problem Management - Service Desk - Incident Management |
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NEW QUESTION # 79
Which practice handles all pre-defined user-initiated service actions?
Answer: C
Explanation:
Explanation
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 80
Which practice balance management of risk with maximizing throughput?
Answer: D
Explanation:
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
NEW QUESTION # 81
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Answer: D
Explanation:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL4 - A Pocket Guide, page 35; ITIL4 Practice Guide: Problem Management, page 7.
NEW QUESTION # 82
Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
Answer: A
NEW QUESTION # 83
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.
Answer: C
NEW QUESTION # 84
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