ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch to a critical software application

A scheduled major hardware and software implementation

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

Service value chain

Continual improvement

Guiding principle

Practices

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

Ensure the continual improvement of practices across all value chain activities

Ensure services continually meet expectations for quality costs, and time to market

Ensure a shared understanding of the improvement direction for services across the organization

Ensure continual engagement and good relationships with all stakeholders

To ensure that the service levels have been agreed with customers

To reduce the number of metrics that need to be measured and reported

To ensure that all services are included in the service reports

To help focus on business outcomes, rather than operational result.

Outcomes enable products to be delivered to a stakeholder

An outcome defines the amount of money spent on technology for a service

An outcome depends on at least one output to deliver a result

Outcomes provide assurance to stakeholders on how a service performs

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.