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NEW QUESTION # 73
Which practice is responsible for moving new or changed components to live or other environments?
Answer: B
Explanation:
Explanation/Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION # 74
Which activity captures the demand for incident resolution and service requests?
Answer: D
NEW QUESTION # 75
What is recommended by the guiding principle 'progress iteratively with feedback'?
Answer: D
NEW QUESTION # 76
Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term
Answer: D
Explanation:
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work
NEW QUESTION # 77
Which ITIL 4 practice explicitly promotes the use of techniques like SWOT analysis, balanced scorecard, Lean, and Six Sigma to identify improvement opportunities and align services with changing business needs?
Answer: A
Explanation:
In ITIL 4, the continual improvement practice is focused on aligning the organization's services, practices, and all elements of the service value system with changing business needs by identifying and making improvements on an ongoing basis.
ITIL 4 explicitly mentions that, to support continual improvement, organizations can use and build competencies in a variety of methods and techniques, such as:
* SWOT analysis (strengths, weaknesses, opportunities, and threats)
* Balanced scorecard
* Lean, Six Sigma, and other improvement and measurement tools
The guidance explains that such techniques help organizations to evaluate current performance, identify improvement opportunities, and measure progress. This is directly linked to the continual improvement practice.
Why the other options are not correct:
* A. Incident managementFocuses on managing incidents and restoring service quickly. While it may use some analysis tools, it is not the practice that explicitly promotes SWOT or balanced scorecards as general organizational competencies.
* C. Service request managementManages user requests for services (like access, information, or standard changes). Its focus is on handling requests efficiently, not on strategic improvement techniques.
* D. Change enablementEnsures that changes are properly assessed and authorized. It may use risk and impact assessment methods, but the explicit recommendation to develop skills in SWOT and balanced scorecard belongs to continual improvement.
Therefore, B. Continual improvement is the correct option.
References (ITIL 4 Foundation):
* ITIL Foundation: ITIL 4 Edition - Continual improvement practice (purpose, key activities, and methods)
* ITIL Foundation: ITIL 4 Edition - Mention of SWOT analysis, balanced scorecard, and other improvement techniques as supporting tools for continual improvement
NEW QUESTION # 78
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