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| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Partners and suppliers - Value streams and processes |
| ITIL Service Value System | 25% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Focus on value - Optimize and automate - Think and work holistically |
| ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
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NEW QUESTION # 103
What can be described as an operating model for the creation and management of products and services?
Answer: C
NEW QUESTION # 104
What ensures that a service provider and a service consumer continually co-create value?
Answer: B
Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
NEW QUESTION # 105
Which practice has a purpose that includes managing authentication and non-repudiation?
Answer: D
NEW QUESTION # 106
What is the MAIN benefit of 'problem management'?
Answer: B
NEW QUESTION # 107
Which service request management decisions require that policies are established?
Answer: B
NEW QUESTION # 108
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