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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Focus on value - Think and work holistically - Optimize and automate - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical |
| Topic 2: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| Topic 3: 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 |
| Topic 4: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 5: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Partners and suppliers - Value streams and processes |
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NEW QUESTION # 215
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Answer: B
NEW QUESTION # 216
Which is included in the purpose of the 'change enablement' practice?
Answer: B
NEW QUESTION # 217
Which practice guarantees that users have a range of access channels to choose from to report problems?
Answer: C
NEW QUESTION # 218
Which is the BEST type of resource for investigating complex incidents?
Answer: D
NEW QUESTION # 219
What is the purpose of the 'relationship management' practice?
Answer: A
NEW QUESTION # 220
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