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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Drive Stakeholder Value (DSV) | 20% | - Service consumption and value realization - Stakeholder relationship management - Customer journey mapping and experience management |
| Topic 2: Create, Deliver and Support (CDS) | 20% | - Value streams and processes for creation and delivery - Service performance and quality management - Service design, development and delivery |
| Topic 3: Direct, Plan and Improve (DPI) | 20% | - Continual improvement and organizational change - Strategic planning and direction setting - Governance and management control |
| Topic 4: High Velocity IT (HVIT) | 20% | - Rapid service delivery and continuous improvement - Agile, Lean and DevOps principles and practices - Operating models for high-speed digital environments |
| Topic 5: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Service value system and service value chain - Main differences between ITIL v3 and ITIL 4 - Key concepts and definitions in ITIL 4 |
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NEW QUESTION # 55
How should the seven guiding principles be combined when an organization is making a decision?
Answer: A
NEW QUESTION # 56
Which is the MOST LIKELY way of resolving major incidents?
Answer: C
Explanation:
Comprehensive Explanation:
Major incidents typically require:
* Urgent coordinated effort
* Involvement of multiple teams or specialists
* Focused collaboration
* Rapid restoration of service
ITIL describes forming a temporary major incident team as the standard response.
Options A and B are too simple; option D is procedural but not sufficient for major incidents.
NEW QUESTION # 57
What do Lean and Agile consider a barrier to high performance?
Answer: A
NEW QUESTION # 58
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?
Answer: C
Explanation:
Explanation
Value stream mapping is a technique that helps to understand the end-to-end flow of user support, from the demand to the value delivery. It is a tool that features in ITIL 4 Specialist: Create, Deliver and Support. Value stream mapping can help to identify the steps, activities, roles, responsibilities, tools, and outcomes involved in the user support process. It can also help to identify the value, waste, and opportunities for improvement in each step. Value stream mapping can help the organization to optimize the user support process and enhance the customer experience. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. The other options are not the first steps, but they could be considered after the value stream mapping is done. Reviewing skills and competencies of user support staff, improving the integration of tools, and encouraging teams to collaborate are all possible actions that could result from the value stream mapping analysis, but they are not the first step to understand the problem and the current state of the user support process. References:
ITIL 4 & swarming - finding the right people & process | Axelos1
Swarming vs Tiered Support Models Explained - BMC Software1
What ITSM Practitioners Need to Know About Value Stream Mapping2
NEW QUESTION # 59
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
Answer: A
Explanation:
Limiting work-in-progress (WIP) is a technique that involves setting a maximum number of tasks that can be in progress at any given stage of the workflow. This helps to reduce the amount of time that tasks spend waiting in queues, which improves the flow of work and reduces the lead time. Limiting WIP also encourages the team to focus on completing the tasks that are already started, rather than starting new ones, which improves the quality and value of the work. Limiting WIP is a key practice of Kanban, which is one of the methods covered in the ITIL 4 Managing Professional Transition module. References:
* Limiting Work in Progress (WIP) in Scrum with Kanban - What / When / Who / How
* The Surprising Impact of Limiting Work in Progress on the Flow of Work ...
NEW QUESTION # 60
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