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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL 4 Specialist: Create, Deliver and Support | 15% | - Apply the concepts of value streams to design and deliver services - Understand the key practices for reliable and effective support - Understand the key practices for effective service delivery - Understand the concepts and challenges of value stream mapping |
| Topic 2: Manage the journey to a service value stream | 25% | - Apply the service value stream approach to design and deliver services - Understand the concept of a service value stream - Identify the components and activities of a service value stream |
| Topic 3: ITIL 4 Strategist: Direct, Plan and Improve | 10% | - Understand the scope of the Direct, Plan and Improve practice - Understand the key practices for direction and planning - Apply the key principles and methods for effective direction and planning |
| Topic 4: Adopt and adapt the ITIL framework to deliver value in a digital era | 25% | - Map ITIL v3 practices to ITIL 4 practices - Understand the principles and key concepts of ITIL 4 - Apply ITIL guiding principles in different contexts |
| Topic 5: 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 |
>> Exam ITIL-4-Transition Objectives <<
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NEW QUESTION # 88
The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?
Answer: D
Explanation:
Running safe to fail experiments that provide learning opportunities is the best option to improve staff behaviour, as it aligns with the ITIL 4 guiding principle of progress iteratively with feedback1. This principle encourages the use of experimentation and learning from failures to improve the service and the organization. By running safe to fail experiments, the staff can test new ideas, learn from the outcomes, and adapt their behaviour accordingly. This can foster a culture of innovation, collaboration, and continuous improvement in the IT department. The other options are not directly related to improving staff behaviour, but rather to improving the efficiency and effectiveness of the service delivery. Comparing the cost of delay between work items to ensure that financially valuable work is prioritized is a technique for value stream optimization, which is part of the ITIL 4 practice of service value stream management2. Implementing CI
/CD tools to deploy software quickly is a method for achieving high-velocity IT, which is one of the ITIL 4 specialist modules3. Adopting Kanban boards to visualize the flow of work across software development teams is a tool for implementing agile and lean approaches, which are also part of the ITIL 4 framework3. While these options may have some positive impact on staff behaviour, they are not the primary focus or the best way to achieve it. References: 3, 2, 1
NEW QUESTION # 89
An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?
Answer: B
Explanation:
Swarming is an alternative to the tiered support structure that would help to improve the situation. Swarming is a workflow management method that features in ITIL 4 Specialist: Create, Deliver and Support. It is designed for organizations that support complex systems or services. Swarming involves stakeholders working together to resolve the issue, rather than escalating it through different levels of support. Swarming can be used to identify the responsible group for the next action, or a swarm might be responsible for resolution. Swarming is a technique to more effectively resolve complicated and complex issues, which typically require more than one person or group to complete an activity effectively. Swarming can also help to disseminate knowledge and experience among the support staff, and reduce the queues and delays caused by the escalation process. The other options are not relevant to the situation. Data analytics is the process of analyzing data to generate insights and support decision making. Robotic process automation is the use of software robots to automate repetitive and rule-based tasks. Continuous integration is a software development practice that involves merging code changes frequently and testing them automatically. References:
* ITIL 4 & swarming - finding the right people & process | Axelos1
* Swarming vs Tiered Support Models Explained - BMC Software2
NEW QUESTION # 90
Which of the following is a necessity for a successful service level agreement (SLA)?
Answer: D
Explanation:
Comprehensive Explanation:
For an SLA to be effective, ITIL stresses:
* Clear, simple, and agreed language
* Shared understanding between the provider and the customer
* Terms that are meaningful to both parties
ITIL warns against:
* Using technical metrics that only the provider understands
* Carrying outdated SLAs forward
* Avoiding user-experience metrics - these are valuable
Thus, Option A is the required necessity.
NEW QUESTION # 91
Which is a method for value-driven, data-driven and user-centered service design?
Answer: B
NEW QUESTION # 92
Which term is used to define "any component that needs to be managed in order to deliver an IT service"?
Answer: C
Explanation:
Comprehensive Explanation:
A Configuration Item (CI) is defined as:
Any component that must be managed in order to deliver an IT service.
Thus, Option C fits the exact ITIL 4 definition.
NEW QUESTION # 93
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