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| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 25% | - Start Where You Are - Progress Iteratively with Feedback - Focus on Value - Think and Work Holistically - Collaborate and Promote Visibility - Keep It Simple and Practical - Optimize and Automate |
| Four Dimensions of Service Management | 20% | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People |
| Service Management Key Concepts | 25% | - Value and Value Co-creation - Service Relationships and Stakeholders |
| ITIL Practices Overview | 15% | - Service Desk - Problem Management - Incident Management - Change Enablement - Service Level Management |
| ITIL Service Value System (SVS) | 15% | - Practices Overview - Service Value Chain - Governance |
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NEW QUESTION # 106
Which statement about the 'continual improvement' practice is CORRECT?
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 107
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Answer: C
Explanation:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 7.
NEW QUESTION # 108
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Answer: C
Explanation:
Explanation
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 109
Which term is used to describe removing something that could have an effect on a service?
Answer: A
Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%
20indirect%20effect%20on%20services.
NEW QUESTION # 110
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Answer: D
NEW QUESTION # 111
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