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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Create, Deliver and Support (CDS) | 20% | - Value streams and processes for creation and delivery - Service design, development and delivery - Service performance and quality management |
| Topic 2: High Velocity IT (HVIT) | 20% | - Operating models for high-speed digital environments - Rapid service delivery and continuous improvement - Agile, Lean and DevOps principles and practices |
| Topic 3: Direct, Plan and Improve (DPI) | 20% | - Governance and management control - Continual improvement and organizational change - Strategic planning and direction setting |
| Topic 4: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Key concepts and definitions in ITIL 4 - Service value system and service value chain - Main differences between ITIL v3 and ITIL 4 |
| Topic 5: Drive Stakeholder Value (DSV) | 20% | - Service consumption and value realization - Stakeholder relationship management - Customer journey mapping and experience management |
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NEW QUESTION # 46
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
Answer: B
Explanation:
Explanation
This is the best approach because it ensures that the policy is aligned with the needs and expectations of all the parties involved in incident management. It also fosters a culture of collaboration and trust among the teams, which can improve the efficiency and effectiveness of incident resolution. By involving all the teams in the policy development, the organization can also leverage the experience and knowledge of the staff, and identify any potential gaps or issues that may arise in the incident management process. This approach is consistent with the ITIL 4 guiding principles of collaborate and promote visibility, focus on value, and keep it simple and practical12. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English3, page 7, question 2, answer B ITIL 4 Foundation: ITIL 4 Edition4, page 20, section 2.3, paragraph 2 ITIL 4 Managing Professional: Create, Deliver and Support5, page 10, section 1.1, paragraph 4 ITIL 4 Managing Professional: Direct, Plan and Improve, page 12, section 1.1, paragraph 3
NEW QUESTION # 47
Which is an example of a service request?
Answer: B
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 # 48
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?
Answer: C
NEW QUESTION # 49
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
Answer: D
NEW QUESTION # 50
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
Answer: C
NEW QUESTION # 51
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