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| Section | Weight | Objectives |
|---|---|---|
| Understand how the ITIL framework guides the organization | 15-20% | - Nature and use of the ITIL guiding principles - Other frameworks and methods - The ITIL principles in detail |
| Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of the service relationship - Key concepts of creating value with services |
| Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - Opportunity and demand - Overview of the service value system - The service value chain |
| Understand the four dimensions of service management | 15-20% | - Value streams and processes - Partners and suppliers - Overview of the four dimensions - Information and technology - Organizations and people |
| Understand the key ITIL practices | 30-35% | - Incident management and request fulfillment practices - Relationship management practices - Service level management practices - Supplier management practices - Service desk practice - Service configuration management practices - Continual improvement practices |
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NEW QUESTION # 74
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Answer: B
Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 27; ITIL 4 Practice Guide: Progress Iteratively with Feedback, page 9.
NEW QUESTION # 75
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Answer: D
NEW QUESTION # 76
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Answer: D
NEW QUESTION # 77
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Answer: D
NEW QUESTION # 78
What is the difference between the 'incident management" and 'service desk' practices'?
Answer: C
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page
32; ITIL 4 Practice Guide: Incident Management, page 7.
NEW QUESTION # 79
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