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| Section | Weight | Objectives |
|---|---|---|
| Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - Overview of the service value system - The service value chain - Opportunity and demand |
| Understand the key ITIL practices | 30-35% | - Service configuration management practices - Supplier management practices - Relationship management practices - Incident management and request fulfillment practices - Service level management practices - Continual improvement practices - Service desk practice |
| Understand the key concepts of service management | 15-20% | - Key concepts of creating value with services - Organize and deliver value with services - Key concepts of the service relationship |
| Understand how the ITIL framework guides the organization | 15-20% | - Nature and use of the ITIL guiding principles - The ITIL principles in detail - Other frameworks and methods |
| Understand the four dimensions of service management | 15-20% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers - Overview of the four dimensions |
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NEW QUESTION # 96
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: A
NEW QUESTION # 97
Identify 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 services, and the [?] that support them, is available when and where it is
needed.
Answer: C
NEW QUESTION # 98
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Answer: B
Explanation:
Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2. This dimension also includes the contracts, agreements, and policies that govern these relationships3. Reference: ITIL Foundation - ITIL 4 Edition, page 8; ITIL 4 - A Pocket Guide, page 19; ITIL 4 Practice Guide: Partner and Supplier Management, page 7.
NEW QUESTION # 99
Which service value chain activity deals with the purchase of new products?
Answer: D
Explanation:
Explanation
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 100
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Answer: D
Explanation:
Explanation
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 101
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