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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices Overview | 15% | - Incident Management - Change Enablement - Problem Management - Service Desk - Service Level Management |
| Topic 2: ITIL Guiding Principles | 25% | - Optimize and Automate - Progress Iteratively with Feedback - Keep It Simple and Practical - Collaborate and Promote Visibility - Focus on Value - Think and Work Holistically - Start Where You Are |
| Topic 3: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 4: Four Dimensions of Service Management | 20% | - Value Streams and Processes - Organizations and People - Information and Technology - Partners and Suppliers |
| Topic 5: ITIL Service Value System (SVS) | 15% | - Practices Overview - Service Value Chain - Governance |
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NEW QUESTION # 79
Which is a key requirement for successful service level agreements (SLAs)?
Answer: C
Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%
20metrics.
NEW QUESTION # 80
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Answer: A
Explanation:
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20who%20authorizes,%3B%20e.g.%2C%20the%20Finance%20Manager.
NEW QUESTION # 81
Which value chain activity is concerned with the availability of service components?
Answer: B
Explanation:
The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/#:~:text=The%20Obtain%2FBuild%
20activity%20is,they%20meet%20the%20agreed%20specifications.
NEW QUESTION # 82
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 83
What is the definition of "service management"?
Answer: D
Explanation:
Explanation
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20
NEW QUESTION # 84
......
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