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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 25% | - Collaborate and Promote Visibility - Keep It Simple and Practical - Focus on Value - Start Where You Are - Think and Work Holistically - Progress Iteratively with Feedback - Optimize and Automate |
| Topic 2: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 3: Four Dimensions of Service Management | 20% | - Information and Technology - Value Streams and Processes - Partners and Suppliers - Organizations and People |
| Topic 4: ITIL Service Value System (SVS) | 15% | - Governance - Practices Overview - Service Value Chain |
| Topic 5: ITIL Practices Overview | 15% | - Service Desk - Problem Management - Service Level Management - Incident Management - Change Enablement |
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NEW QUESTION # 33
Which is an activity of the 'problem management' practice?
Answer: C
NEW QUESTION # 34
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Answer: C
NEW QUESTION # 35
What should remain constant within an organization, even when the organization's objectives change?
Answer: B
Explanation:
In ITIL 4, guiding principles are defined as recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Their purpose is to provide a stable, enduring foundation for decision-making and behavior. Even when an organization changes its objectives (for example, shifting markets, changing strategies, or restructuring), the guiding principles remain applicable and relevant. They help ensure consistency, alignment, and good practices over time, even as other elements evolve.
That is why, according to ITIL 4, guiding principles should remain constant within an organization, even when objectives change.
Why the other options are incorrect:
* A. OutputsOutputs are tangible deliverables produced by activities (e.g., reports, software releases, documentation). These will naturally change as objectives, projects, and priorities change, so they are not constant.
* C. Service offeringsService offerings (combinations of goods, access to resources, and service actions) are designed to meet customer needs. As markets, customer demands, and business strategies change, the organization's service offerings are expected to change as well.
* D. OutcomesOutcomes are the results achieved for a stakeholder, enabled by outputs and services.
When business objectives change, the desired outcomes also change, so they are not fixed.
Therefore, the only element that is designed to remain constant despite changing objectives is the set of guiding principles.
NEW QUESTION # 36
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Answer: D
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 37
Which is an activity of the 'incident management" practice?
Answer: B
NEW QUESTION # 38
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