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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System (SVS) | 15% | - Governance - Practices Overview - Service Value Chain |
| Topic 2: Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| Topic 3: Four Dimensions of Service Management | 20% | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
| Topic 4: ITIL Practices Overview | 15% | - Incident Management - Problem Management - Service Desk - Change Enablement - Service Level Management |
| Topic 5: ITIL Guiding Principles | 25% | - Think and Work Holistically - Start Where You Are - Optimize and Automate - Focus on Value - Collaborate and Promote Visibility - Progress Iteratively with Feedback - Keep It Simple and Practical |
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NEW QUESTION # 95
Which practice conducts reviews to validate that services are covering the needs of the customer?
Answer: B
Explanation:
In ITIL 4, the service level management practice is responsible for:
* Setting clear, business-based targets for service performance
* Monitoring and reporting on service delivery
* Conducting regular reviews with customers and stakeholders
* Ensuring that services and service performance meet agreed needs and expectations Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities.
The other options have different focuses:
* Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance.
* Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized.
* Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs.
Because the described activity-conducting reviews to ensure services cover customer needs-is a core responsibility of service level management, the correct answer is B.
NEW QUESTION # 96
Which statement about IT service management is CORRECT?
D18912E1457D5D1DDCBD40AB3BF70D5D
Answer: B
NEW QUESTION # 97
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
Answer: D
NEW QUESTION # 98
What should be used to set user expectations for request fulfillment times?
Answer: B
NEW QUESTION # 99
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Answer: A
NEW QUESTION # 100
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