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| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 30% | - General management practices
|
| ITIL Guiding Principles | 20% | - Think and work holistically - Progress iteratively with feedback - Focus on value - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Optimize and automate |
| Service Management Concepts | 15% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| ITIL Service Value System | 20% | - Continual improvement - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance |
| Four Dimensions of Service Management | 15% | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
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NEW QUESTION # 28
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Answer: D
Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
NEW QUESTION # 29
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Answer: A
NEW QUESTION # 30
A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?
Answer: B
Explanation:
In ITIL 4, an incident is defined as an unplanned interruption to a service, or a reduction in the quality of a service. Unplanned maintenance that results in a service being unavailable for two hours clearly represents an unplanned interruption, so it is managed as an incident.
The incident management practice is responsible for:
* Managing the lifecycle of incidents
* Restoring normal service operation as quickly as possible
* Minimizing the negative impact on business operations
That makes incident management the practice most likely to be involved in handling and coordinating communication about this unplanned downtime.
Why the others are less appropriate here:
* Problem management aims to manage causes of incidents and reduce their likelihood or impact over time; it does not primarily manage the immediate unplanned outage.
* Change enablement manages changes (including emergency changes), but the question is focused on managing the service unavailability to users, which falls under incident management.
* Service request management deals with pre-defined, user-initiated requests (such as password resets, information requests), not with unplanned outages.
Therefore, the practice most likely to manage this unplanned unavailability is incident management, so A is correct.
NEW QUESTION # 31
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their
[?]
are managed appropriately to support the seamless provision of quality products and services.
Answer: B
NEW QUESTION # 32
What is the purpose of problem management?
Answer: B
NEW QUESTION # 33
......
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