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| Section | Weight | Objectives |
|---|---|---|
| ITIL 4 Specialist: Create, Deliver and Support | 15% | - Apply the concepts of value streams to design and deliver services - Understand the concepts and challenges of value stream mapping - Understand the key practices for effective service delivery - Understand the key practices for reliable and effective support |
| Adopt and adapt the ITIL framework to deliver value in a digital era | 25% | - Apply ITIL guiding principles in different contexts - Map ITIL v3 practices to ITIL 4 practices - Understand the principles and key concepts of ITIL 4 |
| Craft and deliver a focused digital and IT strategy | 25% | - Understand the scope and key concepts of a digital and IT strategy - Apply the strategic approach to digital and IT services - Recognize the components of an effective digital and IT strategy |
| Manage the journey to a service value stream | 25% | - Apply the service value stream approach to design and deliver services - Identify the components and activities of a service value stream - Understand the concept of a service value stream |
| ITIL 4 Strategist: Direct, Plan and Improve | 10% | - Apply the key principles and methods for effective direction and planning - Understand the scope of the Direct, Plan and Improve practice - Understand the key practices for direction and planning |
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NEW QUESTION # 70
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
Answer: C
NEW QUESTION # 71
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
Answer: C
Explanation:
Comprehensive Explanation:
Major or highly complex incidents may require:
* Specialists from multiple teams
* Rapid collaboration
* Focused effort to restore service quickly
In ITIL this is often called a "major incident team."
Thus, Option C is correct.
NEW QUESTION # 72
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
Answer: C
NEW QUESTION # 73
An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?
Answer: B
Explanation:
Explanation
This working practice is not focused on creating value because it does not involve the customers or users in defining the requirements and expectations of the service. It also assumes that the developers' previous experience is relevant and sufficient for the current situation, which may not be the case. This practice may lead to delivering a servicethat does not meet the needs and preferences of the customers or users, or that is not aligned with the organization's strategy and objectives. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English1, page 6, question 1, answer A ITIL 4 Foundation: ITIL 4 Edition2, page 67, section 4.1.1, paragraph 2 ITIL 4 Managing Professional: Create, Deliver and Support3, page 9, section 1.1, paragraph 3 ITIL 4 Managing Professional: Direct, Plan and Improve4, page 11, section 1.1, paragraph 2
NEW QUESTION # 74
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
Answer: D
NEW QUESTION # 75
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