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| Section | Weight | Objectives |
|---|---|---|
| Direct, Plan and Improve (DPI) | 20% | - Strategic planning and direction setting - Governance and management control - Continual improvement and organizational change |
| ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Key concepts and definitions in ITIL 4 - Service value system and service value chain - Main differences between ITIL v3 and ITIL 4 |
| Drive Stakeholder Value (DSV) | 20% | - Customer journey mapping and experience management - Service consumption and value realization - Stakeholder relationship management |
| High Velocity IT (HVIT) | 20% | - Rapid service delivery and continuous improvement - Agile, Lean and DevOps principles and practices - Operating models for high-speed digital environments |
| Create, Deliver and Support (CDS) | 20% | - Service design, development and delivery - Service performance and quality management - Value streams and processes for creation and delivery |
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NEW QUESTION # 74
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
Answer: A
NEW QUESTION # 75
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Answer: B
Explanation:
Explanation
The ITIL guiding principle of start where you are advises service providers to avoid starting from scratch when improving services, but rather to assess the current state and use existing services, processes and tools as a basis for improvement. This principle helps to avoid wasting resources, reinventing the wheel, or losing useful elements of the current state. It also helps to identify and leverage the strengths, weaknesses, opportunities and threats of the current situation. References:
ITIL 4 Managing Professional Transition Module, page 16
ITIL 4 Foundation: Complete Course with 2 Practice Exams, section 3.2.3 The 7 Guiding Principles of ITIL 4 - IFS Blog, paragraph 2 The 7 ITIL 4 Guiding Principles: Explained in Detail, paragraph 5
NEW QUESTION # 76
Which statement is CORRECT when considering a transformation to high velocity IT?
Answer: A
NEW QUESTION # 77
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?
Answer: C
Explanation:
Explanation
Omnichannel management is the practice of providing a consistent and integrated user experience across multiple channels of communication, such as phone, email, web, chat, video, social media, etc. Omnichannel management enables users to access support through their preferred channel and switch between channels seamlessly. Omnichannel management also allows the service provider to collect and analyze user feedback and behavior data from different channels to improve the service quality and user satisfaction. A web hosting provider that wants to apply more of a 'shift left' approach to service support should use omnichannel management to expand how users access support and improve the user experience. By offering video tutorials, instant messaging, and social networks as additional channels of support, the service provider can empower users to solve simple problems independently, reduce the workload of the service desk, and enhance the user engagement and loyalty. References:
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 8: Co-creating value with users and customers ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 3: Working with customers and stakeholders in the digital world A guide to understanding the shift left approach - LogRocket Blog
NEW QUESTION # 78
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
Answer: B
NEW QUESTION # 79
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