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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Adopt and adapt the ITIL framework to deliver value in a digital era | 25% | - Apply ITIL guiding principles in different contexts - Map ITIL v3 practices to ITIL 4 practices - Understand the principles and key concepts of ITIL 4 |
| 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% | - Apply the key principles and methods for effective direction and planning - Understand the key practices for direction and planning - Understand the scope of the Direct, Plan and Improve practice |
| Topic 4: 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 |
| Topic 5: 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 concepts and challenges of value stream mapping - Understand the key practices for effective service delivery |
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NEW QUESTION # 87
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
Answer: B
Explanation:
According to ITIL 4, an effective control environment is one that ensures that the organization's objectives are achieved in a reliable and compliant manner1. Effective controls are the mechanisms that prevent, detect, or correct errors, fraud, or non-compliance in the organization's processes and activities2. Some of the characteristics of effective controls are that they are aligned with the organization's goals, policies, and standards, they are proportionate to the level of risk, they are consistent and transparent, they are regularly monitored and reviewed, and they are responsive to changes and improvements3.
In the scenario given, the legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements, but these fields are often blank. This indicates a lack of compliance and accuracy in the financial reporting process, which could expose the organization to legal, financial, or reputational risks. Therefore, some effective controls that could improve compliance are:
* Modify the application to automatically add the current time and date when transaction is entered. This is a preventive control that reduces the risk of human error or omission by ensuring that the required information is always captured and recorded in the system. This control also enhances the efficiency and reliability of the process by eliminating the need for manual input.
* Create a report showing non-compliant records and take action to correct. This is a detective and corrective control that identifies and resolves any instances of non-compliance or inaccuracy in the financial records. This control also provides feedback and evidence for the performance and effectiveness of the process and the controls.
The other options are not effective controls for improving compliance in this scenario because they do not directly address the root cause of the problem or provide a specific solution. Establishing a communication plan to remind users of the importance of time and date on transactions is a good practice, but it does not guarantee that the users will follow the instructions or comply with the requirements. Developing a goals cascade so all staff know their role in achieving company goals is a strategic activity, but it does not specify how the financial reporting process or the legacy system will be improved or controlled. Therefore, the best answer is D. 1 and 4. References:
* 1: ITIL 4 Managing Professional: Transition Module | Axelos
* 2: ITIL 4 Managing Professional Transition Course Online - Simplilearn
* 3: ITIL 4 MP Transition: a transformed framework | Axelos
* 4: Internal Controls for Better Compliance | Reducing Risk
* 5: Internal Controls: The Definitive Guide for Risk and Compliance Professionals - RiskOptics
* 6: How to Establish an Effective Control Environment
NEW QUESTION # 88
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?
Answer: C
Explanation:
Toyota Kata is a way of managing teams, teaching them to adopt the methods used and perfected by Toyota.
It is based on the idea of practicing routines or patterns that help people learn new skills and behaviors. By encouraging the practicing of routines to unlearn old habits and learn new ones, managers can help employees adjust to the different ways of working that Agile and DevOps require. For example, managers can use the Improvement Kata to help teams set challenging goals, experiment with solutions, learn from obstacles, and adapt to changing conditions. Managers can also use the Coaching Kata to provide feedback and guidance to teams, and help them develop scientific thinking and problem-solving skills. References:
* Toyota Kata - Wikipedia
* What is the Toyota Kata? | Kanban Tool
* Toyota Kata - Habits for Continuous Improvements
NEW QUESTION # 89
What are the KEY stakeholder groups that service providers should cooperate with?
Answer: A
NEW QUESTION # 90
How should the seven guiding principles be combined when an organization is making a decision?
Answer: A
Explanation:
Explanation
The seven guiding principles of ITIL 4 are not meant to be applied equally or rigidly in every situation. Rather, they are intended to provide guidance and encourage decision making and continual improvement at all levels.
Therefore, when an organization is making a decision, it should review each guiding principle to decide how relevant it is to the specific decision, and use the ones that are most appropriate and helpful. For example, some decisions may require more collaboration and visibility than others, or some decisions may benefit from more iteration and feedback than others. The guiding principles are not rules or prescriptions, but rather suggestions and recommendations that can help the organization achieve its objectives and deliver value to its stakeholders. References:
The 7 Guiding Principles of ITIL 4 - IFS Blog1
The 7 ITIL 4 Guiding Principles: Explained in Detail2
The Seven ITIL 4 Guiding Principles & Business Value - Belgium3
NEW QUESTION # 91
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
Answer: B
Explanation:
Comprehensive Explanation:
Major or highly complex incidents may require:
* Specialists from multiple teams
* Rapid collaboration
* Focused effort to restore service quickly
In ITIL this is often called a "major incident team."
Thus, Option C is correct.
NEW QUESTION # 92
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