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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Drive Stakeholder Value (DSV) | 20% | - Customer journey mapping and experience management - Stakeholder relationship management - Service consumption and value realization |
| Topic 2: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Service value system and service value chain - Key concepts and definitions in ITIL 4 - Main differences between ITIL v3 and ITIL 4 |
| Topic 3: High Velocity IT (HVIT) | 20% | - Agile, Lean and DevOps principles and practices - Rapid service delivery and continuous improvement - Operating models for high-speed digital environments |
| Topic 4: Create, Deliver and Support (CDS) | 20% | - Value streams and processes for creation and delivery - Service performance and quality management - Service design, development and delivery |
| Topic 5: Direct, Plan and Improve (DPI) | 20% | - Continual improvement and organizational change - Strategic planning and direction setting - Governance and management control |
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NEW QUESTION # 29
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
Answer: C
Explanation:
Employee satisfaction management is the process of measuring and improving how happy and engaged employees are with their work, their employer, and their organization. It involves conducting surveys, analyzing data, implementing strategies, and monitoring outcomes. Employee satisfaction management can help organizations improve productivity, retention, innovation, and customer satisfaction12.
An organization that designs a survey to assess the needs and expectations of its staff is engaging in employee satisfaction management, as it is trying to understand what factors influence employee satisfaction and how to address them. A survey is a common and effective method of collecting feedback from employees, as it can provide quantitative and qualitative data on various aspects of employee satisfaction, such as work environment, compensation, recognition, development, and alignment34.
The other options are not correct because they are not related to employee satisfaction management. CI/CD stands for continuous integration and continuous delivery, which are software development practices that aim to deliver high-quality software faster and more frequently5. Integration and data sharing are processes of connecting different systems and applications and exchanging information between them6. Customer- orientation is a business philosophy that focuses on meeting the needs and expectations of customers and creating value for them7. References:
* 1: How To Improve Employee Satisfaction (With 11 Strategies) | Indeed.com
* 2: The Five Fundamentals Of Employee Satisfaction - Forbes
* 3: The Key To Employee Satisfaction and How To Achieve It | Indeed.com
* 4: How To Measure Employee Satisfaction | Indeed.com
* 5: ITIL 4 Managing Professional: Transition Module | Axelos
* 6: ITIL 4 Managing Professional Transition Course Online - Simplilearn
* 7: ITIL 4 MP Transition: a transformed framework | Axelos
NEW QUESTION # 30
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
Answer: C
NEW QUESTION # 31
Which BEST describes the primary role of a governing body?
Answer: B
NEW QUESTION # 32
A good way to apply the ITIL guiding principle "keep it simple and practical" is to:
Answer: D
Explanation:
Comprehensive Explanation:
The guiding principle Keep it simple and practical advises:
* Use the minimum number of steps required.
* Eliminate unnecessary complexity.
* Choose simple, easy-to-follow solutions whenever possible.
Option C aligns directly with this: adopting a simple, easy-to-use practice reflects the core idea of keeping things simple and practical.
NEW QUESTION # 33
What do design thinking and service-dominant logic have in common?
Answer: C
Explanation:
Explanation
Design thinking and service-dominant logic have in common that both involve collaborating with customers to ensure their needs are met. Design thinking is a human-centered approach to problem solving that emphasizes empathy, creativity, and experimentation. Service-dominant logic is a framework for understanding value creation, which focuses on the exchange of services between two or more entities. Both concepts share the following principles:
Value is co-created by the provider and the customer in the context of use. The provider does not deliver value, but rather offers value propositions that the customer can accept or reject. The customer is an active participant in the value creation process, not a passive recipient of goods or services.
The customer is the ultimate judge of value. The provider cannot determine the value of the offering in advance, but rather has to understand the customer's needs, preferences, and expectations. The provider has to engage with the customer in an ongoing dialogue and feedback loop to ensure that the offering meets or exceeds the customer's expectations.
The offering is a holistic solution that integrates goods, services, and experiences. The provider does not differentiate between tangible and intangible products, but rather offers a complete solution that addresses the customer's problem or opportunity. The provider has to design the offering in a way that delivers a positive customer experience and enhances the customer's well-being. References:
Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking Service-Dominant Logic: Key Principles and History Service-Dominant Logic and How It Reframes Our Business Operations The New Paradigm: H2H Marketing
NEW QUESTION # 34
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