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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Drive Stakeholder Value (DSV) | 20% | - Customer journey mapping and experience management - Stakeholder relationship management - Service consumption and value realization |
| Topic 2: High Velocity IT (HVIT) | 20% | - Operating models for high-speed digital environments - Agile, Lean and DevOps principles and practices - Rapid service delivery and continuous improvement |
| Topic 3: Direct, Plan and Improve (DPI) | 20% | - Continual improvement and organizational change - Governance and management control - Strategic planning and direction setting |
| Topic 4: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Main differences between ITIL v3 and ITIL 4 - Service value system and service value chain - Key concepts and definitions in ITIL 4 |
| Topic 5: Create, Deliver and Support (CDS) | 20% | - Value streams and processes for creation and delivery - Service performance and quality management - Service design, development and delivery |
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NEW QUESTION # 92
Which is an example of a service request?
Answer: D
Explanation:
Comprehensive Explanation:
A service request is a request from a user for something to be provided.
Common examples include:
* Access requests
* Information requests
* Installation of standard services
"Access to a file" is a typical service request.
Options A and D relate to incident and problem management.
Option B is a change request.
Thus, Option C is correct.
NEW QUESTION # 93
An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.
Which communication principle are they applying?
Answer: B
Explanation:
Explanation
The communication principle that the organization is applying is that there is no single method of communicating that works for everyone. Different communication methods have different advantages and disadvantages, and different audiences may prefer or respond better to different modes of communication. By providing information on the IT portal, sending emails, and holding meetings with affected groups, the organization is using a variety of communication methods to maximize their reach and effectiveness. They are also ensuring that the information is consistent and clear across all channels, and that they can receive feedback and questions from the stakeholders. This communication principle is one of the five principles of good communication based on ITIL 4 concepts1, and it is also related to the ITIL 4 guiding principle of collaborate and promote visibility2, which emphasizes the importance of sharing information and knowledge across the organization and with external partners. References:
Using ITIL's concepts: 5 principles of good communication1
The 7 ITIL 4 Guiding Principles: Explained in Detail2
NEW QUESTION # 94
Which BEST describes the primary role of a governing body?
Answer: D
NEW QUESTION # 95
Which of the following statements about change authorization is CORRECT?
Answer: D
Explanation:
Comprehensive Explanation:
In ITIL 4, change authority assignment is based on:
* The type of change (standard, normal, or emergency)
* The change model used
Standard changes are pre-authorized, so they do not require a new change authority assignment each time.
Emergency changes require a specific emergency change authority, not the technician.
Changes are never authorized after deployment.
Thus, Option C is the correct ITIL-aligned statement.
NEW QUESTION # 96
In service relationships what is a benefit of identifying consumer roles?
Answer: C
Explanation:
Identifying consumer roles in service relationships is a benefit because it helps the service provider to understand the needs, expectations, and responsibilities of each type of consumer. This enables effective stakeholder management, which is the process of identifying, analyzing, planning, and communicating with the people or groups involved in or affected by a service. By knowing the consumer roles, the service provider can tailor the service offerings, agreements, and interactions to suit each role and create value for them. For example, the service provider can communicate with the customer (the person who defines the requirements and pays for the service) about the service strategy and value proposition, while communicating with the user (the person who uses the service) about the service features and feedback. The sponsor (the person who authorizes the budget and supports the service) can also be involved in the decision-making and governance of the service. By identifying and managing the consumer roles, the service provider can build trust, collaboration, and alignment with the consumers and deliver better service outcomes. References: 1, 2, 3
NEW QUESTION # 97
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