ITIL 4 Managing Professional ITIL-4-Specialist-Monitor-Support-Fulfil Passing Score

In ITIL 4, practice capability levels are tied to the maturity of how a practice achieves its purpose. The question refers to "practice capability level 3." To understand this, let's explore the context of capability levels.

Level 1: Initial or Intuitive: This is the most basic level, where a practice is typically ad-hoc and not standardized. It operates on an informal basis and lacks systematic control. This description aligns withOption A("The practice is performed as initial or intuitive").

Level 2: Basic Set of Activities: At this level, the practice systematically starts achieving its intended purpose but often with minimal documentation or governance. It includes a basic but incomplete set of activities. This correlates withOption B("The practice systematically achieves its purpose through a basic set of activities").

Level 3: Well Defined and Organized: A practice at this level is well-defined and operates in a more organized way. It ensures that processes and standards are followed consistently. However, this is not the highest level of capability, and the practice may still lack continuous improvement mechanisms. This matchesOption C("The practice is well defined and achieves its purpose in an organized way").

Level 4: Continual Improvement: This is the highest capability level, where the practice not only achieves its purpose but also incorporates mechanisms for continuous improvement. It evolves to improve the organizational capabilities related to its purpose. This aligns withOption D("The practice is continually improving organizational capabilities associated with its purpose"). At this level, the practice is embedded into the culture of continuous learning and improvement, which is crucial for maintaining organizational effectiveness in the long term.

The correct answer,Option D, represents the highest level of practice maturity, emphasizing continual improvement. This level ensures that the practice is not static but evolves by improving the capabilities needed to fulfill its purpose​​​​.

In ITIL 4, the 'user query handling' process is part of the service desk practice, which involves addressing inquiries and requests from users. For the service desk to handle these queries effectively, it needs access to input data, particularly categorized user queries.

A. Previous incident, problem, and change records: While historical data can be useful for identifying trends and improving problem management, it is not the primary input for the 'user query handling' process. These records serve more as inputs for problem or incident management rather than query handling​.

B. Service desk performance reports: Performance reports are outputs used to assess the effectiveness of the service desk but are not inputs to the query handling process​​.

C. Categorized user queries: This would be the result of the query handling process, but it isn't an initial input​.

D. Recorded and categorized user queries(Correct Answer): Recorded and categorized user queries serve as a key input to the 'user query handling' process. Proper categorization allows the service desk to efficiently prioritize and address user requests​.

Thus,Dis the correct input for the user query handling process in line with ITIL 4 guidelines​​.

When a service is designed forno-request operations, users do not have access to service requests related to utility, which refers to the functionality of a service that meets the user's needs. In no-request operations, services are designed to function without requiring user-initiated requests to ensure the utility of the service is met automatically​​.

In ITIL 4,workaroundsare temporary solutions used to minimize or eliminate the impact of problems that cannot be immediately resolved. The purpose of a workaround is to reduce disruption while the underlying problem remains unresolved. Workarounds can be applied when resolving the problem would take too long or is not feasible at the moment​​.

Option Arefers to managing backlogs, which is not the purpose of a workaround.

Option Bis a partial truth about problems, but the focus of workarounds is on minimizing impact.

Option Dis about problem investigation, not specifically related to workarounds.