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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand the purpose and effects of the service value system | 15-20% | - The service value chain - The ITIL practices in the service value chain - Opportunity and demand - Overview of the service value system |
| Topic 2: Understand the key concepts of service management | 15-20% | - Key concepts of creating value with services - Organize and deliver value with services - Key concepts of the service relationship |
| Topic 3: Understand the four dimensions of service management | 15-20% | - Value streams and processes - Overview of the four dimensions - Organizations and people - Information and technology - Partners and suppliers |
| Topic 4: Understand the key ITIL practices | 30-35% | - Continual improvement practices - Service configuration management practices - Service desk practice - Incident management and request fulfillment practices - Supplier management practices - Relationship management practices - Service level management practices |
| Topic 5: Understand how the ITIL framework guides the organization | 15-20% | - Other frameworks and methods - The ITIL principles in detail - Nature and use of the ITIL guiding principles |
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NEW QUESTION # 43
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Answer: A
Explanation:
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
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 # 44
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
Answer: B
NEW QUESTION # 45
What is a service?
Answer: D
NEW QUESTION # 46
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Answer: C
NEW QUESTION # 47
What is the difference between the 'incident management' and 'service desk' practices?
Answer: C
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h
NEW QUESTION # 48
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