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| Section | Weight | Objectives |
|---|---|---|
| Service Management Key Concepts | 25% | - Service Relationships and Stakeholders - Value and Value Co-creation |
| ITIL Practices Overview | 15% | - Problem Management - Service Level Management - Incident Management - Service Desk - Change Enablement |
| ITIL Service Value System (SVS) | 15% | - Practices Overview - Service Value Chain - Governance |
| Four Dimensions of Service Management | 20% | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| ITIL Guiding Principles | 25% | - Focus on Value - Keep It Simple and Practical - Collaborate and Promote Visibility - Think and Work Holistically - Progress Iteratively with Feedback - Start Where You Are - Optimize and Automate |
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NEW QUESTION # 44
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Answer: B
NEW QUESTION # 45
Which helps to streamline the fulfilment of service requests?
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 46
Which statement BEST describes the value of service strategy to the business?
Answer: B
NEW QUESTION # 47
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: B
Explanation:
In ITIL 4, the guiding principle "Keep it simple and practical" advises organizations to:
* Always use the minimum number of steps necessary to achieve objectives
* Eliminate activities that do not create value
* Avoid over-complication and unnecessary work
This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as "the elimination of unnecessary work," so A is correct.
Why the others are not correct in this context:
* B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.
* C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.
* D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.
Therefore, the guiding principle that proposes eliminating unnecessary work is "Keep it simple and practical", making A the correct answer.
NEW QUESTION # 48
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Answer: C
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 36; ITIL 4 Practice Guide: Service Configuration Management, page 7.
NEW QUESTION # 49
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