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| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Value streams and processes - Information and technology |
| 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% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Start where you are - Focus on value - Think and work holistically |
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NEW QUESTION # 57
Which describes a 'change authority'?
Answer: B
NEW QUESTION # 58
Which skill is an essential part of the 'service level management' practice?
Answer: B
NEW QUESTION # 59
Which of these should be logged and managed as a problem?
Answer: B
Explanation:
Explanation
NEW QUESTION # 60
What should be done to determine the appropriate metrics for measuring a new service?
Answer: C
NEW QUESTION # 61
Which term could be used to refer to a single person who has independently subscribed to a service?
Answer: A
NEW QUESTION # 62
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