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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 15% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 2: Service Management Concepts | 15% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 3: ITIL Service Value System | 20% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Overview and purpose - Continual improvement - Governance |
| Topic 4: ITIL Guiding Principles | 20% | - Focus on value - Start where you are - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate |
| Topic 5: ITIL Practices | 30% | - General management practices
|
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NEW QUESTION # 35
What are the KEY stakeholder groups mat service providers should cooperate with?
Answer: A
Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider's organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18; [ITIL
4 Practice Guide: Customer Relationship Management], page 7.
NEW QUESTION # 36
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Answer: D
Explanation:
Explanation
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/
NEW QUESTION # 37
What is defined as "the role that uses services?
Answer: A
Explanation:
User: A person who uses services; e.g. the company employees.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 38
Which is a key requirement for successful service level agreements (SLAs)?
Answer: A
Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%
20metrics.
NEW QUESTION # 39
Why should a service level agreement include bundles of metrics?
Answer: D
Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%
20business%20outcomes.
NEW QUESTION # 40
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