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| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System (SVS) | 15% | - Governance - Service Value Chain - Practices Overview |
| ITIL Guiding Principles | 25% | - Keep It Simple and Practical - Optimize and Automate - Start Where You Are - Collaborate and Promote Visibility - Think and Work Holistically - Focus on Value - Progress Iteratively with Feedback |
| Four Dimensions of Service Management | 20% | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People |
| ITIL Practices Overview | 15% | - Problem Management - Incident Management - Service Desk - Service Level Management - Change Enablement |
| Service Management Key Concepts | 25% | - Value and Value Co-creation - Service Relationships and Stakeholders |
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NEW QUESTION # 102
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Answer: B
Explanation:
Explanation
To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 103
Which statement about the input and output of the value chain activities is CORRECT?
Answer: C
Explanation:
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 104
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Answer: B
Explanation:
Explanation
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
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 # 105
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Answer: A
NEW QUESTION # 106
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 107
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