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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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. |
| Topic 2: ITIL Service Value System | 25% | - Governance - Purpose and components of the Service Value System - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 3: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Value streams and processes - Information and technology - Partners and suppliers |
| Topic 5: ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Focus on value - Think and work holistically - Keep it simple and practical - Optimize and automate - Collaborate and promote visibility - Start where you are |
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NEW QUESTION # 274
Which is a purpose of the 'service level management' practice?
Answer: D
NEW QUESTION # 275
What is the MOST important reason for prioritizing incidents?
Answer: C
NEW QUESTION # 276
Which helps to streamline the fulfilment of service requests?
Answer: C
NEW QUESTION # 277
Which organization delivers outputs or outcomes of a service?
Answer: A
NEW QUESTION # 278
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
Answer: C
NEW QUESTION # 279
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