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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 20% | - Focus on value - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Start where you are |
| Topic 2: Service Management Concepts | 15% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| Topic 3: ITIL Service Value System | 20% | - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement - Governance |
| Topic 4: ITIL Practices | 30% | - Service management practices
|
| Topic 5: Four Dimensions of Service Management | 15% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
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NEW QUESTION # 40
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Answer: A
Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL4 - A Pocket Guide, page 27; ITIL4 Practice Guide: Progress Iteratively with Feedback, page 9.
NEW QUESTION # 41
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their
[?]
are managed appropriately to support the seamless provision of quality products and services.
Answer: A
NEW QUESTION # 42
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
Answer: A
NEW QUESTION # 43
Which is a financially valuable component that can contribute to the delivery of a service?
Answer: D
Explanation:
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
NEW QUESTION # 44
Which statement about the input and output of the value chain activities is CORRECT?
Answer: B
Explanation:
Explanation
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 45
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