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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: High Velocity IT (HVIT) | 20% | - Operating models for high-speed digital environments - Agile, Lean and DevOps principles and practices - Rapid service delivery and continuous improvement |
| Topic 2: Create, Deliver and Support (CDS) | 20% | - Value streams and processes for creation and delivery - Service design, development and delivery - Service performance and quality management |
| Topic 3: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Key concepts and definitions in ITIL 4 - Main differences between ITIL v3 and ITIL 4 - Service value system and service value chain |
| Topic 4: Direct, Plan and Improve (DPI) | 20% | - Continual improvement and organizational change - Governance and management control - Strategic planning and direction setting |
| Topic 5: Drive Stakeholder Value (DSV) | 20% | - Service consumption and value realization - Stakeholder relationship management - Customer journey mapping and experience management |
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NEW QUESTION # 56
Which statement about user communities is CORRECT?
Answer: B
Explanation:
User communities are groups of people who share a common interest or need related to a service or product.
They can be formal or informal, online or offline, and may be initiated by service providers or users themselves. User communities can provide valuable feedback, insights, and support for service providers, as well as enhance the user experience and satisfaction. Therefore, service providers may recognize and support user communities that are set up by users, as long as they respect their autonomy and do not interfere with their activities. User communities are not created by service providers to investigate the cause of problems (option A), nor should they be disbanded or merged into official groups (option C). User communities may or may not have super-users, who are users with advanced skills or knowledge who can help other users, but this is not a requirement for every user community (option D). References: ITIL 4 Foundation, page 77; ITIL 4 Specialist: Drive Stakeholder Value, page 33.
NEW QUESTION # 57
Which value chain activity ensures that products deliver stakeholder expectations for quality?
Answer: A
Explanation:
The value chain activity that ensures that products and services continually meet stakeholder expectations for quality, costs and time to market is design and transition. This activity involves the following steps12:
* Defining the requirements and specifications of the products and services based on the demand and feedback from the customers and other stakeholders.
* Designing the products and services according to the requirements and specifications, as well as the best practices and standards of the organization and the industry.
* Developing and testing the products and services to ensure that they meet the quality criteria and the expected outcomes.
* Deploying and releasing the products and services to the customers and users, ensuring that they are ready for use and operation.
* Validating and evaluating the products and services to ensure that they deliver the intended value and meet the stakeholder expectations.
* Transitioning the products and services from the development stage to the operational stage, ensuring that they are integrated with the existing processes, systems and resources of the organization.
References: 1: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 23-24 2: Value Chain Activity:
Design & Transition - Altervista, 3
NEW QUESTION # 58
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?
Answer: B
Explanation:
Lean OK is an approach that would be most helpful for an organization that wants to become more efficient by reducing the amount of unnecessary work they do. Lean OK is a combination of Lean and OKR (Objectives and Key Results), which are two complementary methodologies that aim to optimize value creation and eliminate waste. Lean is a philosophy and a set of principles and practices that focus on delivering value to customers and stakeholders, minimizing waste and inefficiencies, and continuously improving processes and products. OKR is a goal-setting and management framework that helps organizations align their objectives with their vision and strategy, communicate and track their progress, and measure their outcomes and impact. By using Lean OK, an organization can define clear and ambitious objectives that are aligned with customer needs and organizational goals, and set measurable and achievable key results that indicate how well the objectives are met. Lean OK also helps the organization to identify and eliminate any activities or processes that do not contribute to value creation or goal achievement, and to prioritize and optimize the ones that do. Lean OK enables the organization to become more efficient, effective, agile, and customer-centric. References:
https://unichrone.com/blog/it-service-management/lean-itil/
https://www.atlassian.com/blog/technology/what-the-new-itil-4-means-for-you-and-your-team
NEW QUESTION # 59
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?
Answer: B
NEW QUESTION # 60
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?
Answer: B
Explanation:
Value stream mapping is a lean tool that documents the step-by-step processes required to bring a product or service to market. It helps visualize, analyze, and improve all the steps involved by identifying waste and reducing process cycle times. The ultimate goal of VSM is to create more value for customers while improving overall efficiency1. An organization that receives a high volume of calls from users complaining that their issues are not being resolved efficiently should use value stream mapping to help understand the end- to-end flow of user support. By laying out each step in detail within the user support process, VSM helps the organization better understand and more easily identify optimization opportunities. VSM also helps the organization see more than waste in their user support process, including the sources of waste, the value- adding and non-value-adding activities, the material and information flow, and the decisions that affect the flow2. Using value stream mapping, the organization can create a current state map that shows the actual condition of the user support process, and a future state map that shows the target image of how the user support process should work after making improvements. VSM also forms the basis of an implementation plan, a blueprint for improvement, that helps the organization design how the whole user support process should operate2. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. References:
* Understanding the Fundamentals of Value-Stream Mapping
* Value stream mapping: Examples, process, template, and symbols
NEW QUESTION # 61
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