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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Create, Deliver and Support (CDS) | 20% | - Service design, development and delivery - Value streams and processes for creation and delivery - Service performance and quality management |
| Topic 2: ITIL 4 Core Concepts and Differences from Previous Versions | 20% | - Main differences between ITIL v3 and ITIL 4 - Key concepts and definitions in ITIL 4 - Service value system and service value chain |
| Topic 3: High Velocity IT (HVIT) | 20% | - Rapid service delivery and continuous improvement - Agile, Lean and DevOps principles and practices - Operating models for high-speed digital environments |
| Topic 4: Direct, Plan and Improve (DPI) | 20% | - Governance and management control - Strategic planning and direction setting - Continual improvement and organizational change |
| Topic 5: Drive Stakeholder Value (DSV) | 20% | - Service consumption and value realization - Customer journey mapping and experience management - Stakeholder relationship management |
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NEW QUESTION # 62
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
Answer: A
NEW QUESTION # 63
Which are elements of the service value system?
Answer: A
Explanation:
Explanation
The service value system is a model that describes how all the components and activities of an organization work together as a system to enable value creation. The service value system consists of five elements:
governance, service value chain, practices, guiding principles, and continual improvement. Governance is the means by which an organization is directed and controlled. It ensures that the organization's strategy, policies, and objectives are aligned with the value proposition and the stakeholder needs. Service value chain is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. Practices are sets of organizational resources designed for performing work or accomplishing an objective. Practices include processes, roles, tools, techniques, and methods that enable the organization to carry out its work effectively and efficiently. The other two elements of the service value system are guiding principles and continual improvement, which are not part of the answer options.
References:
The ITIL 4 Service Value System Explained - ITSM.tools
Service Value System in ITIL 4 Explained | Sprintzeal
NEW QUESTION # 64
Which is a method for value-driven, data-driven and user-centered service design?
Answer: D
Explanation:
Differential charging is a mechanism that allows the service provider to charge different prices for the same service depending on some pre-defined parameters, such as time of day, location, demand, etc. This way, the service provider can optimize the use of resources and encourage or discourage the consumption of the service at certain times or places. For example, a telecom operator may charge more for a phone call during peak hours than during off-peak hours. This is different from other charging mechanisms, such as:
* Cost: The service provider charges the customer the exact amount of money that it costs to deliver the service, without any profit margin or overhead.
* Cost plus: The service provider charges the customer the cost of delivering the service plus a fixed percentage or amount of profit.
* Market price: The service provider charges the customer the price that is determined by the supply and demand of the service in the market, regardless of the actual cost of delivering the service. References:
* Service financial management: ITIL 4 Practice Guide, section 2.2.1
* Charging and ITIL Financial Management - What are the options?, section "Internal services - Living on the safe side"
NEW QUESTION # 65
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?
Answer: C
Explanation:
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
* ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations
* ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle
NEW QUESTION # 66
Which describes an unresolved problem that has been already analysed?
Answer: A
Explanation:
Comprehensive Explanation:
A known error is defined as:
A problem that has been analyzed, has a known root cause, and may or may not have a workaround.
It may still be unresolved.
Therefore, Option C is correct.
NEW QUESTION # 67
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