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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices Overview | 15% | - Problem Management - Service Desk - Service Level Management - Incident Management - Change Enablement |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Practices Overview - Service Value Chain - Governance |
| Topic 3: Four Dimensions of Service Management | 20% | - Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology |
| Topic 4: ITIL Guiding Principles | 25% | - Keep It Simple and Practical - Optimize and Automate - Focus on Value - Start Where You Are - Progress Iteratively with Feedback - Collaborate and Promote Visibility - Think and Work Holistically |
| Topic 5: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
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NEW QUESTION # 65
What is the difference between the 'incident management' and 'service desk' practices?
Answer: A
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).
NEW QUESTION # 66
What is a definition of a problem?
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 67
Which is included in the purpose of the 'improve' value chain activity?
Answer: A
Explanation:
Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 68
What should be used to set user expectations for request fulfillment times?
Answer: A
NEW QUESTION # 69
Which of the following is a necessity to a successful service level agreement (SLAs)?
Answer: A
Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.
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