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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 - Overview of the four dimensions - Information and technology - Organizations and people |
| Topic 2: Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - The service value chain - Opportunity and demand - Overview of the service value system |
| Topic 3: Understand the key concepts of service management | 15-20% | - Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services |
| Topic 4: Understand how the ITIL framework guides the organization | 15-20% | - Other frameworks and methods - The ITIL principles in detail - Nature and use of the ITIL guiding principles |
| Topic 5: Understand the key ITIL practices | 30-35% | - Service desk practice - Service level management practices - Continual improvement practices - Incident management and request fulfillment practices - Supplier management practices - Service configuration management practices - Relationship management practices |
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質問 # 67
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
正解：C
解説：
The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.
質問 # 68
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
正解：B
解説：
The service request management practice supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner1. A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery2. A user wanting to know how to create a report is an example of a service request that can be handled by the service request management practice3. The other statements are not true because:
Incident management: The incident management practice restores normal service operation as quickly as possible after an interruption or reduction in quality of an IT service1. A user wanting to know how to create a report is not an incident, as it does not affect the availability or performance of a service2.
Service level management: The service level management practice sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice does not directly handle user requests, but it may define the service level agreements (SLAs) and service level objectives (SLOs) that apply to them2.
Change enablement: The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services2. A user wanting to know how to create a report is not a change, as it does not alter the configuration or functionality of a service component2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Request Management, page 7.
質問 # 69
What can be described as an operating model for the creating and management of products and services?
正解：C
解説：
Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.
aspx
質問 # 70
Which is a financially valuable component that can contribute to the delivery of a service?
正解：C
解説：
Explanation
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a
質問 # 71
Which statement about problems is CORRECT?
正解：C
解説：
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
質問 # 72
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