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| Section | Weight | Objectives |
|---|---|---|
| Service Management Concepts | 15% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| ITIL Practices | 30% | - Service management practices
|
| ITIL Service Value System | 20% | - Continual improvement - Overview and purpose - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| ITIL Guiding Principles | 20% | - Focus on value - Start where you are - Progress iteratively with feedback - Think and work holistically - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility |
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質問 # 116
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?
正解：B
質問 # 117
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
正解：C
質問 # 118
When should a full risk assessment and authorization be carried out for a standard change?
正解：D
質問 # 119
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
正解：C
解説：
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
質問 # 120
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
正解：C
解説：
Comprehensive and Detailed Explanation From Exact Extract (Aligned with ITIL 4 Foundation Study Guide) The correct answer is IT asset management, because its core purpose directly addresses the management of financially valuable assets that support the delivery of IT services.
In ITIL 4, the purpose of the IT asset management practice is to:
* ensure that the organization's IT assets are properly managed throughout their lifecycle
* ensure that assets provide value
* control the financial, legal, and operational risks associated with IT assets
* maximize the value derived from those assets
ITIL defines an IT asset as any financially valuable component that contributes to the delivery of an IT service.
This includes hardware, software, networks, cloud resources, licenses, and other items that have financial value and support service delivery.
This wording directly matches the question, making A. IT asset management the correct choice.
Why the other options are incorrect:
* B. Deployment management: Concerned with moving new or changed components into live environments; not focused on financial value or asset lifecycle.
* C. Continual improvement: Focuses on ongoing enhancement of products, services, and practices; not about managing financially valuable components.
* D. Monitoring and event management: Focuses on identifying events and ensuring services are observed for normal and abnormal conditions; not asset-focused.
References (Aligned with ITIL 4 Foundation Concepts)
* ITIL 4 Foundation: Practice purpose of IT Asset Management
* Definition of IT asset as a financially valuable component supporting IT service delivery
* ITIL 4 Foundation: Practice summaries for the 15 ITIL practices
質問 # 121
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