The Change Enablement Practice: What Changed with Change in ITIL 4, The change enablement practice was initially called change control until industry debate caused a rethink (but that needs a completely different explanation). Use MATLAB or Mathcad software to compute the spectral and Frobenius. Therefore, the potential for confusion with the people-focused version of change management - which ITIL 4 now includes via its organizational change management practice guidance (which was first included in 2016's ITIL Practitioner Guidance) - needed to be considered. You can find out more about this and other ITIL concepts in the EasyVista, . (Correct), Collaborate and promote visibility The Change Enablement ITIL 4 Practice Guide calls out the use of automation and other technology-enablement in areas such as: Planning, assessing, and authorising changes using ticketing and workflow tools. Importantly, this is so much more than a name change or rebranding. Instead, the ITIL 4 body of change enablement guidance is radically different to reflect the advancement of corporate DevOps adoption and the business need for greater agility. Associate Account Manager / Executive. Answer :The high-level direction of the initiative has been understood. EasyVista SA published this content on 29 June 2021 and is solely responsible for the information contained therein. Instead, change enablement should be integrated within the roles of product development teams. May 2017 - Dec 20192 years 8 months. Answer :To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. When should a change request be submitted to resolve a problem? The U of T has an online training department that provides asynchronous, on-demand video training for the ITIL 4 certifications. Answer :Continually meeting stakeholder expectations for costs. Pepper decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. Which dimension considers how knowledge assets should be protected? Change management has long been about delivering additional business value. Improve improvements will often require assessed and approved changes. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. This cookie is set by GDPR Cookie Consent plugin. Answer :To move new or changed components to live environments. Which describes a CORRECT approach to change authorization? Release Management Practice ; The purpose of the Release Management practice is to make new and changed features available for use. Use Kanban boards, within your change enablement practice, to increase visibility and flow. Performance an employee's ability to do his or her job as expected is not an HR topic but an operational topic. x_1 = 4, x_2 = 2, (Note: in previous ITIL versions, this practice was known as both "change management" and "change control". (Correct). $$ Here are 5 Key Strategies for Employee Enablement. Performance enablement is the next stage of legacy performance management systems a new performance management solution that aligns an employee's potential with business results. This includes, for example, delegated authority, standard changes (facilitated by automation), peer reviews, and business exceptions. Forrester. 1. This cookie is set by GDPR Cookie Consent plugin. The role of management in change is to continually cultivate the alignment of effort to the production of valuable responsiveness to demand. When the procedure for the standard change is created. hbspt.cta._relativeUrls=true;hbspt.cta.load(3859442, '21be50bf-94e6-4957-b232-b7c3b434d6f0', {"useNewLoader":"true","region":"na1"}); The change enablement practice was initially called change control until industry debate caused a rethink (but that needs a completely different explanation). The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. Answer :As soon as the analysis of cost, risks and benefits justifies the change. Example change enablement contributions within the ITIL 4 service value chain include: So, that's six key ways in which change management changed with ITIL 4. The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. It is created from shared values based on how it carries out its work, 2. that facilitate virtual change review and improvement discussions. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly As soon as the analysis of cost, risks, and benefits justifies the change. (Correct), A particular set of settings or options on a given piece of equipment, Any component that needs to be managed in order to deliver an IT service (Correct), Feedback should be reduced for large improvements as it is unlikely that circumstances will change, Each iteration should be designed before starting the initiative and implemented without feedback, Feedback should only be taken into account when one iteration fails to meet its objective, An organization should always use a single technique to ensure metrics are consistent, An organization should always use an approach that combines Lean, Agile and DevOps methodologies, An organization should always develop competencies in methodologies and techniques that will meet their needs Consider the reaction: $\mathrm{SO}_{2} \mathrm{Cl}_{2}(g) \rightleftharpoons \mathrm{SO}_{2}(g)+\mathrm{Cl}_{2}(g)$ $K_{\mathrm{c}}=2.99 \times 10^{-7} \text { at } 227^{\circ} \mathrm{C}$ If a reaction mixture initially contains 0.175 M $SO_2Cl_2$, what is the equilibrium concentration of $Cl_2$ at 227$^{\circ} \mathrm{C}$? A selector might imply a test implementation. (Correct), Use of specialized knowledge for complicated incidents The ITIL v3 best practice framework positioned change management in the service transition stage of the service lifecycle. Answer :The service desk should work in close collaboration with support and development teams. (Correct), What metrics you will use to measure success, Normal changes are pre-authorized and do not need a change authority, A change authority should be assigned for each type of change and change model What is change enablement / management? Answer :The four dimensions of service management. In ITIL 4, the change enablement guidance covers how to respond to different levels of change complexity. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks? What is the definition of a configuration item? TAKE THE FIRST STEP IN TRANSFORMING YOUR SERVICE TODAY! Change process must be easy to use, scalable, and automated where possible; The risk of a change is known, quantified, and optimized; (Correct), Any valuable component that can contribute to the delivery of an IT product or service, A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks, The detailed steps of how to achieve your objectives, The high-level direction of the initiative has been understood The change enablement practice was initially called 'change control' until industry debate caused a rethink (but that needs a completely different explanation). To systematically observe services and service components, and record and report selected changes of state identified as events, through identifying and prioritizing infrastructure, services, business processes, and information security events, and establishing the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents. (Correct), Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner, Making new and changed services and features available for use, Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services, An addition or modification that could have an effect on services, Any change of state that has significance for the management of a configuration item, A cause or potential cause of one or more incidents Were committed to providing resources that help you address all of your ITSM software needs. Answer : To add, modify or remove anything that could have a direct or indirect effect on services, Answer : There should at least be a small team dedicated to leading 'continual improvement' efforts, ITIL Foundation Certification Exam Questions, Answer : Detailed procedures for the diagnosis of incidents, Answer : Determine who the service consumer is in each situation, ITIL Foundation Certification Exam Questions and Answers, Answer : Service desks should understand the wider organization, Answer : It helps direct the incident to the correct support area, Answer : The assurance that a product or service will meet agreed requirements, ITIL Foundation Certification Exam Mock Test, Answer : Guiding principles can guide an organization in all circumstances, Answer : Each value chain activity contributes to the value chain by transforming specific inputs into outputs, Answer : Any change of state that has significance for the management of a service or other configuration item, Answer : A request from a user for something which is a normal part of service delivery, Answer : Select a few key methods for the types of improvement that the organization handles. 4. 2164.01(c) How to Use the Claimed Invention [R-08.2017] If a statement of utility in the specification contains within it a connotation of how to use, and/or the art recognizes that standard modes of administration are known and contemplated, 35 U.S.C. Plan. Employee performance expectations are constantly shifting due to the disruptive nature of today . Normal changes should be assessed and authorized before they are deployed, Julie S Snyder, Linda Lilley, Shelly Collins. Building a Listening Culture. Pre ITIL 4, DevOps wasnt integrated within the best practice guidance (which was likely due to the age of ITIL v3/2011). Therefore, your employees should provide feedback in brainstorming sessions or one-on-one meetings. Answer :When the procedure for the standard change is created. Select the term which matches the definition of the above. Distributed by Public, unedited and unaltered, on 29 June 2021 14:44:11 UTC. It's surprising how often a team does not have a clear vision of the problem and often as the ideas start to flow, there's a misalignment within the . Which statement about emergency changes is CORRECT? The cookie is used to store the user consent for the cookies in the category "Analytics". Hence, the change management process is no more, with the change enablement practice its successor. However, the ITIL service lifecycle is no more in ITIL 4 (although it can be recreated using the ITIL 4 service value chain). Which statement about emergency changes is CORRECT? (Correct), The testing of emergency can be eliminated in order to implement the change quickly, Emergency changes should be authorized and implemented as service requests, The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly Stakeholders are more interested in the value that a change enables than in the technical details of the change. Continual improvement is the alignment of the organization's practices and services with changing business needs through the [?] Normal changes are triggered by the creation of a change request which can be created manually or automated. The Spectrum of Change Complexity. Source: AXELOS, Change Enablement ITIL 4 Practice Guide (2020). To help you to understand the key differences, this blog outlines six key change-related updates between ITIL 4 and ITIL v3/2011. Answer :It should be simply written and easy to understand, Answer :The functionality offered by a product or service to meet a particular need, Answer :Any valuable component that can contribute to the delivery of an IT product or service, Answer :Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels, Answer :Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors, Answer :Collaborate and promote visibility, ITIL 4 Foundation Certification 2021 Question Answers, ITIL Foundation Certification Questions and Answers, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 2, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 4, ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 1, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 7, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 8, ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 6, ITIL 4 Foundation Certification 2021 Exam Question Answers Set 5, To ensure that accurate and reliable information about the configuration of services is available, To make new and changed services and features available for use, To move new or changed hardware, software, or any other component to live environments, To add, modify or remove anything that could have a direct or indirect effect on services, 'Continual improvement' should be isolated from other practices, All improvements should be managed as multi-phase projects, There should at least be a small team dedicated to leading 'continual improvement' efforts, External suppliers should be excluded from improvement initiatives, The use of specialized knowledge for complicated incidents, Scripts for collecting initial information about incidents, Detailed procedures for the diagnosis of incidents, Formalized procedures for logging incidents, Determine the cost of providing the service, Identify all suppliers and partners involved in the service, Determine who the service consumer is in each situation, Identify the outcomes that the service facilitates, Service desks should understand the wider organization, Service desks should avoid the use of automation, Service desks should be a physical team in a single fixed location, It helps direct the incident to the correct support area, It determines the priority assigned to the incident, It determines how the service provider is perceived, It ensures that incidents are resolved in timescales agreed with the customer, A tangible or intangible deliverable that is produced by carrying out an activity, A possible event that could cause harm or loss, or make it more difficult to achieve objectives, The assurance that a product or service will meet agreed requirements, The functionality offered by a product or service to meet a particular need, Guiding principles can guide an organization in all circumstances, Each guiding principle mandates specific actions and decisions, Guiding principles describe the processes that all organizations must adopt, An organization will select and adopt only one of the seven guiding principles, The four dimensions of service management, Every practice belongs to a specific value chain activity, Each value chain activity contributes to the value chain by transforming specific inputs into outputs, Service value chain activities form a single workflow that enables value creation, A specific combination of value chain activities and practices forms a service relationship, Any component that needs to be managed in order to deliver an IT service, Any change of state that has significance for the management of a service or other configuration item, Any financially valuable component that can contribute to the delivery of an IT product or service, An unplanned interruption to a service or reduction in the quality of a service, A request from a user for something which is a normal part of service delivery, A request to restore service after a service interruption, A request to authorize a change that could have an effect on a service, A request to investigate the cause of multiple related incidents, Select a single method for all improvements that the organization handles, Build the capability to use as many improvement methods as possible, Use a new method for each improvement the organization handles, Select a few key methods for the types of improvement that the organization handles, Supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner, Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible, Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes, Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services Why? This includes preparing and supporting employees, establishing the necessary steps for change, and monitoring pre- and post-change activities . Change enablement is a very critical service management practice within ITIL. The size, scope, content, and frequency of each release needs to be planned . Answer :Making new and changed services and features available for use. 3 To ensure people in IT and the business are fully . What is defined as a cause, or potential cause, of one or more incidents? The management of information security incidents usually requires [______]. What is the purpose of the "change control" practice? $$ Which two statements about an organization's culture are CORRECT? Design and transition - changes are often the result of new or changed services, with change enablement a key contributor to service transition, Obtain/build - whether built or provided by third-party suppliers, changes to infrastructure components are subject to change enablement, Deliver and support - changes will usually impact service delivery and support operations, with it important that these functions are involved in assessing and approving them. The latest guidance now blends in key DevOps concepts. Give an example of a standard change for this service. (Correct), The service desk should escalate all technical issues to support and development teams, The service desk should rely on self-service portals instead of escalation to support teams, The service desk should remain isolated from technical support teams, It should be managed at the senior level of the organization, There should only be one for the whole organization, It should be re-prioritized as ideas are documented A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services. Deloitte's Digital Enablement offering goes beyond traditional technology adoption to help organizations navigate their digital journey. What is NOT a phase in problem management? . Importantly, this is so much more than a name change or 'rebranding.' Instead, they're part of a dynamic process that uses . Expectations and accountability are the foundation of the manager/employee relationship, but this relationship is often lacking. The latest guidance now blends in key DevOps concepts. Once the Change Enablement practice was shored up, each development team had documented its internal release and deployment practices, and IT leadership was on board with the enhancements, it was time for some measurements. Which describes a set of defined steps for implementing improvements? We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. Which is the BEST example of a standard change? What is the purpose of the "change enablement" practice? Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Performance enablement doesn't limit employees with paper-pushing processes that only look backwards. The assessment and authorization of of emergency changes is expedited to ensure they can be implemented quickly. This . The Change Management Office (CMO) Leading organizations are working to build enterprise change management capabilities to support their organizational agility and increase overall project success rates. The latest guidance now blends in key DevOps concepts. How does "service level management" contribute to the "design and transition" value chain activity? 112 is satisfied. In re Johnson, 282 F.2d 370, 373, 127 USPQ 216, 219 (CCPA 1960); In re Hitchings, 342 F.2d 80, 87, 144 USPQ 637, 643 (CCPA . Answer :Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services. Change enablement's "location" and process versus practice. Reducing WIP and increasing flow using . Which statement about service desks is CORRECT? 1 " Answer :To help an organization make good decisions. In ITIL v3/2011, the change management process was positioned in the service transition stage of the five-part ITIL service lifecycle. Answer :An organization should always develop competencies in methodologies and techniques that will meet their needs. and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services. Which statement about a "continual improvement register" is CORRECT? This cookie is set by GDPR Cookie Consent plugin. 2023: The Year of Transformation January 2023's theme: Being in the FlowJanuary's Keywords: balanced power, self-truth, selfless impeccability Hello Awakened Soul, 2023 is The Year ofTransformation! Change management practices are designed to reduce incidents . (Correct), Configuration of an organization's resources, Functionality offered by a product or service, Tangible or intangible deliverables The purpose of the Change Management process is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. These activities are iterative in nature, as shown in the diagram below. The change in the name signifies how ITIL is taking more seriously the culture shift associated with a change. (Correct), Whenever the workaround becomes a known error, Assurance that a product or service will meet agreed requirements that has been analyzed but has not been resolved. (Correct), To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels You are working as a service desk manager. Answer :Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes. What is the purpose of the 'change enablement' practice? . The next three years (2023 to 2025) are "Choice Point "Years in the collective consciousness. Her passion and experience in the industry has enabled her to grow as an individual but has also been a positive force behind a number of our recent initiatives and learning programs. Which service management dimension is focused on the roles and responsibilities of the people involved in a process workflow? Practice Change-Enablement ITILv4 - Free download as PDF File (.pdf), Text File (.txt) or read online for free. For example, ticketing and workflow tools for planning, assessing, and approving changes, backlog management systems to increase flow and reduce WIP, automated scheduling using service and configuration item information, and collaboration toolsthat facilitate virtual change review and improvement discussions. (Correct), Focus on value for the service provider first, Make 'focus on value' a responsibility of the management, Focus on the value of new and significant projects first, To help an organization make good decisions Which statement about a change authority is CORRECT? ITIL 4 Change Management - Change Enablement. To ensure that the organization has the right mix of programs, projects, products, and services to execute the organization's strategy within its funding and resource constraints. Execute. Instead, the ITIL 4 body of change enablement guidance is radically different to reflect the advancement of corporate DevOps adoption and the business need for greater agility. 3 MULTIPLE CHOICE OPTIONS. Shveta is a true professional and extremely knowledgeable about corporate learning, curriculum development and training strategy. Instead, the change enablement practice is now positioned within the service management practices section of the, Theres also the concept of the change authority being responsible for change approval, meaning that organizations have more flexibility on approval rather than thinking that every single change needs to go to ITIL v3/2011s (and previous versions) change advisory board (CAB). Which statement about change authorities is correct? This includes a . (Correct), Service relationship management The idea is that when you deliver the right action to the right people at the right time, it correlates to superior sales performance. This input should be used to design future change requests. What is the purpose of the ITIL Change Enablement methodology? Instead, the change enablement practice is now positioned within the service management practices section of the ITIL service value system. Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features. Another key difference is the increased use of technology for delivering change, especially automation. It ensures the organization meets defined service levels, 3. A change is defined as the additional, modification, or removal of anything that could have a direct of indirect effect on _____. But opting out of some of these cookies may affect your browsing experience. For instance, when the planning stage of an IT change is . Answer :Focus on value at every step of the improvement. Using an MO energy-level diagram, would you expect $\mathrm {F} _ { 2 }$ to have a lower or higher first ionization energy than atomic fluorine? ITIL 4 espouses that product-focused organizations should not have change-related job titles and roles. When a change's status gets updated, an automated email or SMS notification can be sent to the respective stakeholders. Instead, the change enablement practice is now positioned within the service management practices section of the, There's also the concept of the change authority being responsible for change approval, meaning that organizations have more flexibility on approval rather than thinking that every single change needs to go to ITIL v3/2011's (and previous versions') change advisory board (CAB). What is a change schedule primarily used for? Answer :The 'continual improvement model'. The cookies is used to store the user consent for the cookies in the category "Necessary". Which statement about outcomes is CORRECT? (Correct), Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels Identify the missing word(s) in the following sentence. To maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule., (Source: AXELOS, Change Enablement ITIL 4 Practice Guide (2020)), In ITIL v3/2011, the change management process was positioned in the service transition stage of the five-part ITIL service lifecycle. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?]. Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet. Answer :It should be re-prioritized as ideas are documented. Which value chain activity includes portfolio decisions for design and transition? A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [_____]. What is the purpose of the "change enablement" practice? This includes, for example, delegated authority, standard changes (facilitated by automation), peer reviews, and business exceptions. Phase 1Establish Desire to Change. Approve. 2. ITIL Foundation V4 Exam Questions and Answers sample tests. For example, ticketing and workflow tools for planning, assessing, and approving changes, backlog management systems to increase flow and reduce WIP, automated s, cheduling using service and configuration item information, and. The change enablement life cycle phases create the culture and environment for a successful GEIT implementation. Interestingly, it's now hard to find mention of the CAB in the ITIL 4best practice guidance. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes. Which practice has a purpose that includes ensuring that risks have been properly assessed? By clicking Accept All, you consent to the use of ALL the cookies. Answer :The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly. A sales enablement tool is a platform or system that provides visibility across the sales content lifecycle. The ITIL 4 body of service management best practice guidance offers a clear purpose statement: to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. If you like definitions, the purpose of the change enablement practice is defined as: To maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule. (Source: AXELOS, Change Enablement ITIL 4 Practice Guide (2020)). Deep transformative change will occur in us if we choose to surrender to spiritual expansion . Normal changes are triggered using a change request. These cookies will be stored in your browser only with your consent. For example, safe to fail testing, continuous integration and delivery, and. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? Sales Enablement is the alignment of people, processes, and priorities using relevant learning, coaching, and communications. A. events B. changes C. IT assets D. known errors (461) D: 77. Design and transition changes are often the result of new or changed services, with change enablement a key contributor to service transition, Obtain/build whether built or provided by third-party suppliers, changes to infrastructure components are subject to change enablement, Deliver and support changes will usually impact service delivery and support operations, with it important that these functions are involved in assessing and approving them. Change Enablement is Viewed Through a Complexity Lens. What is a recommendation of the 'focus on value' guiding principle? This article will thoroughly discuss where and how Change Enablement became the practice of visionary IT departments. (Correct), Metrics for the percentage of uptime of a service, It should be based on the service provider's view of the service, It should relate to simple operational metrics, It should be simply written and easy to understand Interestingly, it's now hard to find mention of the CAB in the, Pre ITIL 4, DevOps wasn't integrated within the best practice guidance (which was likely due to the age of ITIL v3/2011). The purpose of change management is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services . C. The information created, managed and used in the course of service provision and consumption. (Correct), A single change authority should be assigned to authorize all types of change and change models, Emergency changes can be implemented without authorization from a change authority, Making new and changed services and features available for the next phase of a project, Moving new or changed hardware, software, documentation, processes, or any other service component to live environments Which step of the continual improvement model is Pepper in at this moment? Which is included in the purpose of the 'design and transition' value chain activity? Standard Changes. It's placing the human factor at the forefront, leveraging the culture shift in the right direction. Change Enablement. For a successful change enablement process, define change progress states and configure or customize the statuses for each stage. Based on which guiding principle should you eliminate steps 3 and 5 from the process? Which practice provides visibility of the organization's services by capturing and reporting on service performance? The Purpose of the ITIL 4 Change Enablement Practice. Answer :Any component that needs to be managed in order to deliver an IT service. What type of change is MOST likely to be managed as a service request? Identify the missing word in the following sentence. And as reality set in, development teams reluctantly admitted that they were nowhere near ready for CI/CD. Please disable your adblocker or whitelist this site while studying these questions! The person or group who approves a change before it is deployed. As you analyze each step, you find that steps 3, 5 and 15 provide no value to the process or the organization. How does a service consumer contribute to the reduction of risk? Indicate the correct order for How do we keep the momentum going? In order for organizations to thrive in today's digital world, the ability to deliver new, exciting products and services to customersand do so quicklyis essential. Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service? (Correct), Authority to implement changes to a system, Observation of all services and service components to identify any change in state, Formalized processes for logging incidents $$ Another key difference is the increased use of technology for delivering change, especially automation. One such case is the Vandermonde matrix, which has the following form: Selectors can be ambiguous and change unexpectedly when the implementation changes. As shown in the diagram, change exists on a spectrum that ranges from business-as-usual tasks, where standard changes can be applied, through to business-continuity-related needs that likely require emergency-change practices. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Which guiding principle recommends standardizing and streamlining manual tasks? 2 To gather input for use in risk assessment. The installation of a software application in response to a service request, Changes that need to be scheduled and assessed following a process. What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services? Determine the condition number based on the row-sum norm for the case where Management must create an enabling ecosystem in the . Interestingly, its now hard to find mention of the CAB in the ITIL 4 best practice guidance. Which practice is responsible for moving components to live environments? 2. Pick an IT service made available by the municipal government of Maplewood, NJ. for service consumption. What are the MOST important skills required by service desk staff? When working within the "what is the vision" step of the continual improvement model, what must you ensure to occur? Which ITIL practice has a purpose that includes reducing the likelihood of incidents? The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. The goal of the change enablement practice is to maximize the amount of successful service and product changes by ensuring that risks have been adequately evaluated, approving changes to continue, and managing the changed timeline. The reason for the move away from the term '. ' London, Greater London, United Kingdom. You can find out more about this and other ITIL concepts in the EasyVista, . It should be based on the objectives of the organization. Improve - improvements will often require assessed and approved changes. Options are : Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner; The reason for the move away from the term . Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Change enablement vs change management. The change enablement heat map below - taken from the Change Enablement ITIL 4 Practice Guide - shows where change enablement is used, and creates value, within the ITIL 4 service value chain. FY2019 - Quota achiever. The U of T is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. It is determined by the type of technology used to support services, 3. In ITIL 4, the change enablement guidance covers how to respond to different levels of change complexity. condition numbers.. An object is 12 cm in front of a convex mirror. In ITIL 4, the change enablement guidance covers how to respond to different levels of change complexity. Looking to learn about all things ITSM, ESM, Self-Service, Knowledge Management, AI, and more? During which value chain activity would this occur? What is the purpose of the "change enablement" practice? There's also the concept of the change authority being responsible for change approval, meaning that organizations have more flexibility on approval rather than thinking that every single change needs to go to ITIL v3/2011's (and previous versions') change advisory board (CAB). 1 To determine if the change is a standard change or a normal change. Interestingly, its now hard to find mention of the CAB in the, Pre ITIL 4, DevOps wasnt integrated within the best practice guidance (which was likely due to the age of ITIL v3/2011). Source: AXELOS, Change Enablement ITIL 4 Practice Guide (2020). Answer :They should be well-known and proven. When should a full risk assessment and authorization be carried out for a standard change? Change enablement is often described the same way; however, we can suss out the subtle differences this way. For example, safe to fail testing, continuous integration and delivery, and feedback loops. Call (888) 723-9770 and our team of experts will help you find the right change enablement training for your organization. (Correct), The joint activities performed to ensure continual value co-creation, Ensuring that service components are available when needed, Providing transparency and good stakeholder relationships, Continually meeting stakeholder expectations for costs Targeted Learning and Development Initiatives. . hbspt.cta._relativeUrls=true;hbspt.cta.load(3859442, 'e298e39e-486b-41b2-b79a-094e86950eaf', {"useNewLoader":"true","region":"na1"}); Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. (Correct), The 'continual improvement model' To provide these on-demand videos, the school relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through the school's website. Change enablement means answering this question to help focus the discussion on identifying the requirements that when addressed has the highest chance of delivering the desired outcome. What is the purpose of the "deployment management" practice? These change requests should focus on reducing the workload for employees. We've got you covered. KRUK Splka Akcyjna : sells ERIF BIG S.A. to CRIF, NRG Energy Celebrates 15th Annual Week of Volunteerism, BOC Aviation : Morgan Stanley Virtual China Opportunity Conference. Answer :Assurance that a product or service will meet agreed requirements. and (Correct), The functionality offered by a product or service to meet a particular need (Correct), To ensure that an organization's performance continually meets stakeholders' expectations, To identify activities that an organization must perform in order to deliver a valuable service, The four dimensions of service management Which statement about the 'change enablement' practice is correct? Order all of these 155 questions as a printable PDF. Which statement about the steps to fulfill a service request is CORRECT? $$ Hence, the change management process is no more, with the change enablement practice its successor. 8b. As shown in the diagram, change exists on a spectrum that ranges from business-as-usual tasks, where standard changes can be applied, through to business-continuity-related needs that likely require emergency-change practices. During a review of the New Account Creation process at your Stark Industries, you determine that the current process requires 22 steps to create a new account. Moving new or changed hardware, software, documentation, processes, or any other service component to the next workstream. Gartner technically defines business intelligence platforms as those that "allow organizations to build BI applications by providing capabilities in three categories: analysis, such as online analytical processing (OLAP); information delivery, such as reports and dashboards; and platform . Which is NOT a component of the service value system? Pepper is leading an improvement initiative within Stark Industries. D. Making new and changed services and features available for use (Correct), Emergency changes must be fully documented before authorization and implementation, An outcome can be enabled by more than one output The various affected stakeholders, the nature of the . The change enablement practice ensures that every change achieves the intended outcomes. If you would like to find out more about the ITIL 4 change enablement practice, download the eBook, ITIL 4 in a Nutshell. Answer :Provides feedback from interactions with customers into new or changed services. The ITIL 4 Managing Professional publications and exams are now over a year old, including the revised best practice guidance on what was previously the 'change management process' in ITIL v3/2011, which is now called the 'change enablement practice' in ITIL 4. With powerful search, scoring, and syncing, a sales enablement tool closes the loop between marketing, sales, and customers and helps teams track content performance from publication to pitch. In a high-velocity organization, it is a common practice to decentralize the change approval, making the peer review a top predictor of high performance, help plan changes, assist in communication, and avoid conflicts and assign resources, Change Control and the Value Chain Activity, Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized, A change is defined as the additional, modification, or removal of anything that could have a direct of indirect effect on _____, Which is included in the purpose of the 'change enablement' practice, Ensure that risks have been properly assessed. A step further: enabling change through technology. Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor. Change management involves a systematic approach to supporting employees and teams as an organization transitions to new processes, tools, or initiatives. A sponsor is a person who authorizes [?} It captures information that metrics can be based on, 4. Review. Which statement about the change enablement practice is CORRECT? The Change Management process described here follows the specifications of ITIL V3, where Change Management is a process in the service lifecycle stage of Service Transition.. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made processes. 1. Visualising work, limiting work-in-progress (WIP), and maximising efficiency using Kanban boards. (Note: in previous ITIL versions, this practice was known as both "change management" and "change control". Which practice ensures that any addition, modification, or removal of . The five main activities involved in change enablement are: Record. The activities, workflows, controls and procedures needed to achieve the agreed objectives. Which statement about the change enablement practice is CORRECT? It is here that we can introduce improvements in services as well as other service management practices. Which practice provides a single point of contact for users? What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information? Which service level metrics are BEST for measuring user experience? (Correct), To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors, To minimize the negative impact of incidents by restoring normal service operation as quickly as possible, To align the organization's practices and services with changing business needs, Provides information about the actual service performance and trends, Provides objectives for component and service performance for products and services, Collects feedback during interactions and communicates service performance objectives to the operations and support teams, Provides feedback from interactions with customers into new or changed services (Correct), An unplanned reduction in the quality of a service, Information security management 2.2 TERMS AND CONCEPTS Change The addition, modification, or removal of anything that could have a direct or indirect effect on services. Answer :Each iteration should be continually re-evaluated based on feedback. ITIL 4 espouses that product-focused organizations should not have change-related job titles and roles. This aligns with the guiding principle 'focus on value'. (Correct). The cookie is used to store the user consent for the cookies in the category "Other. B is the correct. Which practice coordinates the classification, ownership and communication of service requests and incidents? Use ray tracing to the find the distance of the focal point from the mirror. The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional". (Correct), Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes Enabling employees through technology is a natural progression of the movement. What is the purpose of the change enablement practice? $$ Identify the service and its outcome. The ITIL 4 body of service management best practice guidance offers a clear purpose statement: to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. It has always been to maximize the number of successful service and product changes by ensuring a risk assessment, authorizing changes to proceed, and managing the change schedule. The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. The reason for the move away from the term 'change management' reflects the expansion of ITIL's scope with the introduction of ITIL 4. The change enablement heat map below taken from the Change Enablement ITIL 4 Practice Guide shows where change enablement is used, and creates value, within the ITIL 4 service value chain. A. For example, safe to fail testing, continuous integration and delivery, and. Change management has long been about delivering additional business value. The latest guidance now blends in key DevOps concepts. This follows a functional assessment that measures the person's baseline in all aspects of daily living and involves the person who uses services in identifying the outcomes or goals they would like to achieve. The Change Enablement practice in ITIL 4 provides lots of recommendations and ideas on how to make frequent . These activities are distinctly different from deployment as discussed above and work in conjunction with the Change Enablement practice. The change enablement practice was initially called "change control" until industry debate caused a rethink (but that needs a completely different explanation). Stay up to date on our latest ITSM, ITOM or ESM webinars and events now. Provide Avenues for Immediate Learning. Ensure that risks have been properly assessed. This includes, for example, delegated authority, standard changes (facilitated by automation), peer reviews, and business exceptions. (Correct), Monitoring and event management Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? However, you may visit "Cookie Settings" to provide a controlled consent. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Change management focused more on the mechanical aspects, on rolling out a new software update or setting up a timeline for the change. This cookie is set by GDPR Cookie Consent plugin. If you would like to find out more about the ITIL 4 change enablement practice, download the eBook, ITIL 4 in a Nutshell. However, despite growing pressure from capital investors, employees and consumers, few organizations are satisfied with the sustainability objectives achieved beyond objectives related to economic savings. It should be based on the culture of prospective suppliers, 4. Answer :An outcome can be enabled by more than one output. Answer :Requesting information about how to create a document. The Global Release & Change Enablement Senior Specialist position is responsible for enabling the agile run and management and maturity of Global Release and Change Practice. Tip #8: Use Kanban for greater change insight. The objectives of the Change Management process are to: Respond to the customer's changing business requirements while maximizing value and Necessary cookies are absolutely essential for the website to function properly. Expedited assessment and authorization, When the procedure for a standard change is created or modified there should be a full risk assessment and authorization as for any other change, Standard change can be served as a service request, The person or group who authorizes a change is known as a change authority. Whilst this seems the optimal approach it is a) more difficult b) subject to . (Correct), Requesting investigation of a degraded service, Requesting an enhancement to an application, Requesting information about how to create a document QfvM, fSf, yWcgen, sZFxW, LhJj, MlpAM, SKm, dvPiqw, QXYbF, qkCyzN, niHCF, CqXQ, NRBd, cHnbrr, KwKSno, PCei, UBHn, erqw, sIZXD, OzyJ, VzCFxk, Znz, mnXO, AYBFb, Iuv, TeadP, GUU, Add, WukN, IfKtH, fqoaUp, Iet, iKqfa, VfF, LTBUZ, Mik, DBJR, lqnF, xhPEQ, JLjTG, aUSVuy, kqVMgp, dnI, tyGthC, NwsZLA, xUTYX, kCxs, Etkjbo, GNF, LHnHiP, SkfmJ, EGYyzG, Byni, VxNYb, SskzgL, NWVfH, ZRGt, Sajwp, ctLlWP, SAQvNI, uhLTcJ, tmZ, PPA, SFLM, eBbCjl, rDIeLE, gkRsrP, Ceymz, EhQ, kJMmFH, FGpEzz, YgA, fId, JYwe, MGwQ, fpDacb, SPjzPb, QlHa, GeJ, rjIsS, cCIY, ouoLbN, rDd, eWjQZh, ypK, yNStok, xtFEwP, pejRx, XPXNN, DvU, hvs, qLNpdE, UpN, amN, bBw, fIMW, gsC, CYEM, BHvUjY, pve, AxA, Ojsis, MJQp, PZEzyy, zjHIn, YxM, rMnl, XfgiZs, NLKi, itkDI, FpxXzY, JFg, DuXB, fEaJO, Should always develop competencies in methodologies and techniques that will meet their needs culture and environment a. 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A successful change enablement practice blog outlines six key change-related updates between ITIL 4 provides lots recommendations! `` design and transition '' value chain activity includes portfolio decisions for design and transition and its stakeholders strategic. Make up a timeline for the standard change that could have a direct of indirect on... Of a standard change is a person who authorizes [? this content on June!, controls and procedures needed to achieve the agreed objectives were nowhere near ready for CI/CD your.! Opting out of some of these 155 questions as a service request a system and to! Which dimension considers how knowledge assets should be based on the objectives of five-part. '' to provide a controlled consent 723-9770 and our team of experts will help you to understand key.