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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand the four dimensions of service management | 15-20% | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology - Overview of the four dimensions |
| Topic 2: Understand the purpose and effects of the service value system | 15-20% | - The service value chain - Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand |
| Topic 3: Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of the service relationship - Key concepts of creating value with services |
| Topic 4: Understand the key ITIL practices | 30-35% | - Service desk practice - Service level management practices - Relationship management practices - Service configuration management practices - Incident management and request fulfillment practices - Supplier management practices - Continual improvement practices |
| Topic 5: Understand how the ITIL framework guides the organization | 15-20% | - The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods |
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NEW QUESTION # 16
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Answer: B
NEW QUESTION # 17
Which practice recommends the use of event-based surveys to gather feedback from customers?
Answer: B
NEW QUESTION # 18
Which statement about a continual improvement register (CIR)' is TRUE?
Answer: C
Explanation:
The continual improvement practice aligns the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. A continual improvement register (CIR) is a tool used to track and manage improvement ideas from identification through to final action2. It helps to prioritize, monitor, and communicate the status of improvement initiatives3. The other statements are not true because:
Used to help plan changes, assist in communication avoid conflicts and assign resources: This describes the purpose of a change schedule, which is a tool used by the change enablement practice2.
Used to select the right method, model or technique for identifying improvements: This describes the purpose of a continual improvement model (CIM), which is a tool used by the continual improvement practice2.
Used to provide a formal description of one or more services designed to address the needs of a target consumer group: This describes the purpose of a service offering, which is an output of the engage activity of the service value chain1. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 9.
NEW QUESTION # 19
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Answer: D
NEW QUESTION # 20
What actions does a service desk take for all issues, queries and requests that are reported to them?
Answer: B
NEW QUESTION # 21
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