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| Section | Weight | Objectives |
|---|---|---|
| Understand how the ITIL framework guides the organization | 15-20% | - The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles |
| Understand the key ITIL practices | 30-35% | - Supplier management practices - Continual improvement practices - Service level management practices - Service configuration management practices - Relationship management practices - Service desk practice - Incident management and request fulfillment practices |
| Understand the purpose and effects of the service value system | 15-20% | - The service value chain - Overview of the service value system - Opportunity and demand - The ITIL practices in the service value chain |
| Understand the four dimensions of service management | 15-20% | - Organizations and people - Overview of the four dimensions - Partners and suppliers - Information and technology - Value streams and processes |
| Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of creating value with services - Key concepts of the service relationship |
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NEW QUESTION # 81
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
Answer: D
NEW QUESTION # 82
Which of the following is an example of incident?
Answer: C
NEW QUESTION # 83
When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
Answer: D
Explanation:
Explanation
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 84
What is a configuration item?
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION # 85
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: D
Explanation:
In ITIL 4, the guiding principle "Keep it simple and practical" advises organizations to:
* Always use the minimum number of steps necessary to achieve objectives
* Eliminate activities that do not create value
* Avoid over-complication and unnecessary work
This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as "the elimination of unnecessary work," so A is correct.
Why the others are not correct in this context:
* B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.
* C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.
* D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.
Therefore, the guiding principle that proposes eliminating unnecessary work is "Keep it simple and practical", making A the correct answer.
NEW QUESTION # 86
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