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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Craft and deliver a focused digital and IT strategy | 25% | - Understand the scope and key concepts of a digital and IT strategy - Recognize the components of an effective digital and IT strategy - Apply the strategic approach to digital and IT services |
| Topic 2: ITIL 4 Specialist: Create, Deliver and Support | 15% | - Understand the key practices for reliable and effective support - Apply the concepts of value streams to design and deliver services - Understand the concepts and challenges of value stream mapping - Understand the key practices for effective service delivery |
| Topic 3: Adopt and adapt the ITIL framework to deliver value in a digital era | 25% | - Map ITIL v3 practices to ITIL 4 practices - Understand the principles and key concepts of ITIL 4 - Apply ITIL guiding principles in different contexts |
| Topic 4: ITIL 4 Strategist: Direct, Plan and Improve | 10% | - Understand the scope of the Direct, Plan and Improve practice - Apply the key principles and methods for effective direction and planning - Understand the key practices for direction and planning |
| Topic 5: Manage the journey to a service value stream | 25% | - Apply the service value stream approach to design and deliver services - Understand the concept of a service value stream - Identify the components and activities of a service value stream |
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NEW QUESTION # 93
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?
Answer: C
Explanation:
The organization should follow the approach of creating one value stream for the entire project, to enable an end-to-end, holistic vision of the service. A value stream is a series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream should cover the whole service value chain, from the demand to the value delivery. Creating one value stream for the entire project helps to ensure that the service is aligned with the customer needs, expectations, and outcomes, and that the value is co- created by the provider and the consumer. Creating one value stream also helps to identify the value, waste, and opportunities for improvement in each step, and to optimize the service delivery process. The other options are not correct, as they would result in fragmented, incomplete, or inconsistent value streams.
Creating separate value streams for practices, people, tools and suppliers would not consider the 'four dimensions' equally, but rather isolate them from each other. Creating separate value streams for every project phase would not ensure that each milestone is achieved in an Agile manner, but rather create gaps and delays between the phases. Creating one value stream for each team would not allow the teams to focus on their different objectives, but rather create silos and conflicts among the teams. References:
* ITIL 4 & swarming - finding the right people & process | Axelos1
* Swarming vs Tiered Support Models Explained - BMC Software2
* What ITSM Practitioners Need to Know About Value Stream Mapping3
* ITIL 4 Value Streams: do the right things for customer | Axelos4
NEW QUESTION # 94
What is a user?
Answer: B
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
According to ITIL 4, a user is defined as "a person who uses services."
* Users are distinct from customers or sponsors.
* A customer is the person who defines the requirements for a service and takes responsibility for outcomes.
* A sponsor is the role that authorizes the budget for service consumption.Therefore, the role that uses the service is referred to as a user, making Option B correct.
NEW QUESTION # 95
Which is a purpose of the customer journey?
Answer: B
Explanation:
Explanation
The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers1. The purpose of the customer journey is to understand the needs, expectations, and preferences of the customers and users, and to design, deliver, and improve services that meet those requirements and create value for them. The customer journey also helps to identify the opportunities and challenges for co-creating value with the customers and users, and to optimize the customer experience throughout the service relationship23. By mapping the customer journey, the service provider can ensure that the services are aligned with the customer outcomes and that the service interactions are positive and satisfying for the customers and users4. References:
ITIL 4 Managing Professional: Drive Stakeholder Value5, page 14, section 2.1, paragraph 1 ITIL 4 Foundation: ITIL 4 Edition, page 20, section 2.3, paragraph 2 ITIL 4 Managing Professional: Create, Deliver and Support, page 10, section 1.1, paragraph 4 ITIL 4 Managing Professional: Direct, Plan and Improve, page 12, section 1.1, paragraph 3 ITIL 4: Connecting the key concepts Part 4 | Axelos3, paragraph 2 The customer journey and ITIL 4 | Axelos1, paragraph 2 ITIL4 - Mapping the Customer Journey - ITSM Professor2, paragraph 2
NEW QUESTION # 96
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?
Answer: D
Explanation:
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
* ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations
* ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle
NEW QUESTION # 97
Which charging mechanism could cause the price of a service to change depending on the time of day?
Answer: D
NEW QUESTION # 98
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