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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Craft and deliver a focused digital and IT strategy | 25% | - Apply the strategic approach to digital and IT services - Understand the scope and key concepts of a digital and IT strategy - Recognize the components of an effective digital and IT strategy |
| Topic 3: 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 4: 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 |
| Topic 5: ITIL 4 Specialist: Create, Deliver and Support | 15% | - Apply the concepts of value streams to design and deliver services - Understand the concepts and challenges of value stream mapping - Understand the key practices for reliable and effective support - Understand the key practices for effective service delivery |
>> Questions ITIL-4-Transition Exam <<
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NEW QUESTION # 42
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
Answer: B
NEW QUESTION # 43
Which activity is NOT recommended by the "start where you are" guiding principle?
Answer: B
Explanation:
Comprehensive Explanation:
Start where you are emphasizes:
* Do not discard what you have until you understand it.
* Assess the current state based on evidence, not assumptions.
* Use source data and accurate observation.
Option D violates the principle because it suggests removing existing processes before evaluation, which ITIL specifically warns against.
NEW QUESTION # 44
Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?
Answer: D
Explanation:
Explanation
Organizational structure is the concept that is primarily concerned with multiple teams moving to a cross-functional way of working. Cross-functional teams are teams that consist of members from different functional areas or domains, such as development, testing, operations, marketing, etc. Cross-functional teams can help organizations achieve better collaboration, innovation, and customer satisfaction, as well as faster delivery and feedback. However, cross-functional teams also require changes in the organizational structure, such as breaking down silos, flattening hierarchies, and empowering teams to self-organize and make decisions. ITIL 4 encourages an integrated approach that combines best practices across all ways of working, such as Agile, DevOps, and Lean. These methodologies keep rules simple, allowing teams toadapt based on the situation, focus on good outcomes for the customer, and learn from failure. ITIL 4 also explores the four main types of organizational structures: functional, divisional, matrix, and flat. Each type has its own advantages and disadvantages, and organizations can choose the best fit for their context and goals.
References:
Using ITIL's concepts: four organizational structures | Axelos
What ITIL 4 means for you and your team - Atlassian
Cross-Functional Teams Definition & Advantages - KnowledgeHut
How to Build a Cross-Functional Team | The Workstream - Atlassian
NEW QUESTION # 45
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?
Answer: D
Explanation:
The organization should follow the approach of creating one value stream for the entire project, to enable an end-to-end, holistic vision of the service. A value stream is a series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream should cover the whole service value chain, from the demand to the value delivery. Creating one value stream for the entire project helps to ensure that the service is aligned with the customer needs, expectations, and outcomes, and that the value is co- created by the provider and the consumer. Creating one value stream also helps to identify the value, waste, and opportunities for improvement in each step, and to optimize the service delivery process. The other options are not correct, as they would result in fragmented, incomplete, or inconsistent value streams.
Creating separate value streams for practices, people, tools and suppliers would not consider the 'four dimensions' equally, but rather isolate them from each other. Creating separate value streams for every project phase would not ensure that each milestone is achieved in an Agile manner, but rather create gaps and delays between the phases. Creating one value stream for each team would not allow the teams to focus on their different objectives, but rather create silos and conflicts among the teams. References:
* ITIL 4 & swarming - finding the right people & process | Axelos1
* Swarming vs Tiered Support Models Explained - BMC Software2
* What ITSM Practitioners Need to Know About Value Stream Mapping3
* ITIL 4 Value Streams: do the right things for customer | Axelos4
NEW QUESTION # 46
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
Answer: A
NEW QUESTION # 47
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