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| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 30% | - General management practices
|
| ITIL Service Value System | 20% | - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement - Governance |
| Service Management Concepts | 15% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| ITIL Guiding Principles | 20% | - Start where you are - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Think and work holistically |
| Four Dimensions of Service Management | 15% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
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NEW QUESTION # 84
Which is an activity of the 'incident management" practice?
Answer: A
NEW QUESTION # 85
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Answer: B
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page
36; ITIL 4 Practice Guide: Service Configuration Management, page 7.
NEW QUESTION # 86
Which practice handles all pre-defined user-initiated service actions?
Answer: A
Explanation:
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 # 87
Which statement about problems is CORRECT?
Answer: D
NEW QUESTION # 88
What is the definition of "service management"?
Answer: C
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%
20a%20set,like%20knowledge%2C%20management%20and%20skills.
NEW QUESTION # 89
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