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| Section | Weight | Objectives |
|---|---|---|
| Understand how the ITIL framework guides the organization | 15-20% | - Nature and use of the ITIL guiding principles - Other frameworks and methods - The ITIL principles in detail |
| Understand the key ITIL practices | 30-35% | - Supplier management practices - Continual improvement practices - Service desk practice - Incident management and request fulfillment practices - Relationship management practices - Service configuration management practices - Service level management practices |
| Understand the four dimensions of service management | 15-20% | - Value streams and processes - Information and technology - Overview of the four dimensions - Organizations and people - Partners and suppliers |
| Understand the key concepts of service management | 15-20% | - Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services |
| Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - Overview of the service value system - Opportunity and demand - The service value chain |
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NEW QUESTION # 93
What ensures that a service provider and a service consumer continually co-create value?
Answer: C
Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=and%20stakeholder%20management.-,Service%20Relationships,interchangeably%2C%20depending%20on%20the%20situation.
NEW QUESTION # 94
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Answer: D
Explanation:
Explanation
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work
NEW QUESTION # 95
Which describes a standard change?
Answer: D
NEW QUESTION # 96
What term is used to describe the functionality of a service?
Answer: B
Explanation:
Utility is defined as "the functionality offered by a product or service to meet a particular need"2. Utility can be summarized as "what the service does" and can be used to determine whether a service is able to meet its intended outcomes1.
NEW QUESTION # 97
Which practice handles all pre-defined user-initiated service actions?
Answer: A
Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 98
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