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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 15% | - Partners and suppliers - Information and technology - Value streams and processes - Organizations and people |
| Topic 2: ITIL Service Value System | 20% | - Continual improvement - Governance - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 3: ITIL Guiding Principles | 20% | - Keep it simple and practical - Progress iteratively with feedback - Optimize and automate - Focus on value - Think and work holistically - Start where you are - Collaborate and promote visibility |
| Topic 4: Service Management Concepts | 15% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 5: ITIL Practices | 30% | - General management practices
|
>> Valid Dumps ITIL ITIL-4-Foundation Questions <<
Aspiring ITIL professionals strive to excel in ITIL ITIL-4-Foundation exams such as the ITIL 4 Foundation Exam (ITIL-4-Foundation) to achieve their dream careers. However, passing the ITIL-4-Foundation Exam can be challenging, especially with a demanding schedule that leaves little time for preparation.
NEW QUESTION # 95
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: A
Explanation:
In ITIL 4, the guiding principle "Keep it simple and practical" advises organizations to:
* Always use the minimum number of steps necessary to achieve objectives
* Eliminate activities that do not create value
* Avoid over-complication and unnecessary work
This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as "the elimination of unnecessary work," so A is correct.
Why the others are not correct in this context:
* B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.
* C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.
* D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.
Therefore, the guiding principle that proposes eliminating unnecessary work is "Keep it simple and practical", making A the correct answer.
NEW QUESTION # 96
When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
Answer: D
Explanation:
Explanation
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 97
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Answer: C
Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 27; ITIL 4 Practice Guide: Progress Iteratively with Feedback, page 9.
NEW QUESTION # 98
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Answer: B
Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION # 99
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Answer: D
Explanation:
Explanation
ITIL defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.
https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 100
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