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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 2: ITIL Guiding Principles | 25% | - Keep It Simple and Practical - Optimize and Automate - Focus on Value - Think and Work Holistically - Collaborate and Promote Visibility - Start Where You Are - Progress Iteratively with Feedback |
| Topic 3: Four Dimensions of Service Management | 20% | - Organizations and People - Value Streams and Processes - Information and Technology - Partners and Suppliers |
| Topic 4: ITIL Service Value System (SVS) | 15% | - Service Value Chain - Governance - Practices Overview |
| Topic 5: ITIL Practices Overview | 15% | - Change Enablement - Service Level Management - Incident Management - Problem Management - Service Desk |
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NEW QUESTION # 45
What is the difference between the 'incident management" and 'service desk' practices'?
Answer: A
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 7.
NEW QUESTION # 46
Which does the ITIL service value system discourage?
Answer: D
Explanation:
Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 47
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 48
What type of change is often used for resolving incidents or implementing security patches?
Answer: B
Explanation:
* A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
* The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
* The change authority may be separate from what is standard or normal practice, typically smaller in
* number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 49
What is included in the purpose of the 'IT asset management' practice?
Answer: B
NEW QUESTION # 50
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