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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 492 - ITILFND-V4 discussion

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Which is a key element of the 'think and work holistically' guiding principle?

A.
Assessing which procedures can be re-used when improving a service
Answers
A.
Assessing which procedures can be re-used when improving a service
B.
Understanding the methods applicable to complex systems
Answers
B.
Understanding the methods applicable to complex systems
C.
Eliminating metrics which do not contribute to achieving an objective
Answers
C.
Eliminating metrics which do not contribute to achieving an objective
D.
Using technology for standard tasks to give people time for complex activities
Answers
D.
Using technology for standard tasks to give people time for complex activities
Suggested answer: B

Explanation:

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.

To apply this principle successfully, consider this advice:

Recognize the complexity of the systems

Collaboration is key to thinking and working holistically

Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically

https://www.bmc.com/blogs/itil-guiding-principles/

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asked 18/09/2024
Okan YILDIZ
39 questions
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