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| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 20% | - Start where you are - Think and work holistically - Focus on value - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility |
| Four Dimensions of Service Management | 15% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Service Management Concepts | 15% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| ITIL Practices | 30% | - General management practices
|
| ITIL Service Value System | 20% | - Overview and purpose - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement |
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NEW QUESTION # 46
Which of the following statements about change authorization is CORRECT?
Answer: D
Explanation:
The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:
* A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.
* An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.
* Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. References: ITIL Foundation - ITIL 4 Edition, page
16; ITIL 4 - A Pocket Guide, page 39; ITIL 4 Practice Guide: Change Enablement, page 7.
NEW QUESTION # 47
Which practice ensures that a variety of access channels are available for users to report issues?
Answer: C
Explanation:
Explanation
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 48
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Answer: C
NEW QUESTION # 49
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Answer: B
NEW QUESTION # 50
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Answer: B
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. This may require a temporary team to work together, such as a major incident team or a swarming team3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 8.
NEW QUESTION # 51
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