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| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Key Concepts of ITIL 4 | 15% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations, people and culture |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Think and work holistically |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Continual Improvement - Governance |
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NEW QUESTION # 132
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Answer: B
NEW QUESTION # 133
What MAIN factors are considered to assess the priority of an incident?
Answer: D
NEW QUESTION # 134
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
Answer: D
NEW QUESTION # 135
Which usually requires a team of representatives from many stakeholder groups?
Answer: A
NEW QUESTION # 136
What is defined as an unplanned interruption or reduction in the quality of a service?
Answer: C
NEW QUESTION # 137
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