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| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
| Topic 2: Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 3: ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) |
| Topic 4: ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Opportunity, demand, and value - Governance - Continual improvement |
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NEW QUESTION # 255
Which skill is required by the 'service level management' practice?
Answer: D
NEW QUESTION # 256
Which competencies are required by the 'service level management' practice?
Answer: D
NEW QUESTION # 257
Which is a key element of the 'think and work holistically' guiding principle?
Answer: A
NEW QUESTION # 258
Which two practices use workarounds?
Answer: C
NEW QUESTION # 259
Which practice owns and manages issues, queries and requests from users?
Answer: C
NEW QUESTION # 260
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