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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: ITIL 4 Specialist: Create, Deliver and Support | 15% | - Understand the key practices for reliable and effective support - Understand the concepts and challenges of value stream mapping - Understand the key practices for effective service delivery - Apply the concepts of value streams to design and deliver services |
| Topic 3: Manage the journey to a service value stream | 25% | - Understand the concept of a service value stream - Identify the components and activities of a service value stream - Apply the service value stream approach to design and deliver services |
| Topic 4: Craft and deliver a focused digital and IT strategy | 25% | - Apply the strategic approach to digital and IT services - Recognize the components of an effective digital and IT strategy - Understand the scope and key concepts of a digital and IT strategy |
| Topic 5: 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 |
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NEW QUESTION # 95
What ensures that service providers and service consumers continue to create value together?
Answer: B
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
ITIL 4 defines service relationship management as:
"Joint activities performed by a service provider and a service consumer to ensure continual value co- creation." It includes all interactions between provider and consumer, such as:
* Service provisioning
* Service consumption
* Relationship-building activities
Thus, Option D is the exact ITIL 4 answer.
NEW QUESTION # 96
Which are elements of the service value system?
Answer: D
NEW QUESTION # 97
What is the definition of 'service management'?
Answer: B
Explanation:
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
ITIL 4 defines service management as:
"A set of specialized organizational capabilities for enabling value for customers in the form of services."
* This reflects how an organization uses its resources and competencies to deliver services and create value.
* Option B defines an outcome, not service management.
* Option C describes a service offering.
* Option D refers to service relationships.Thus, Option A is the precise ITIL 4 definition of service management.
NEW QUESTION # 98
Identify the missing word in the following sentence:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.
Answer: A
Explanation:
Comprehensive Explanation:
The ITIL 4 definition states:
Service configuration management ensures that accurate and reliable information about the configuration of services and the configuration items (CIs) that support them is available when needed.
Therefore, the missing word is "services".
NEW QUESTION # 99
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
Answer: D
Explanation:
Explanation
Employee satisfaction management is the process of measuring and improving how happy and engaged employees are with their work, their employer, and their organization. It involves conducting surveys, analyzing data, implementing strategies, and monitoring outcomes. Employee satisfaction management can help organizations improve productivity, retention, innovation, and customer satisfaction12.
An organization that designs a survey to assess the needs and expectations of its staff is engaging in employee satisfaction management, as it is trying to understand what factors influence employee satisfaction and how to address them. A survey is a common and effective method of collecting feedback from employees, as it can provide quantitative and qualitative data on various aspects of employee satisfaction, such as work environment, compensation, recognition, development, and alignment34.
The other options are not correct because they are not related to employee satisfaction management. CI/CD stands for continuous integration and continuous delivery, which are software development practices that aim to deliver high-quality software faster and more frequently5. Integration and data sharing are processes of connecting different systems and applications and exchanging information between them6. Customer-orientation is a business philosophy that focuses on meeting the needs and expectations of customers and creating value for them7. References:
1: How To Improve Employee Satisfaction (With 11 Strategies) | Indeed.com
2: The Five Fundamentals Of Employee Satisfaction - Forbes
3: The Key To Employee Satisfaction and How To Achieve It | Indeed.com
4: How To Measure Employee Satisfaction | Indeed.com
5: ITIL 4 Managing Professional: Transition Module | Axelos
6: ITIL 4 Managing Professional Transition Course Online - Simplilearn
7: ITIL 4 MP Transition: a transformed framework | Axelos
NEW QUESTION # 100
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