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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 |
| ITIL Guiding Principles | 15% | - Start where you are - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Keep it simple and practical |
| 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. |
| Key Concepts of ITIL 4 | 15% | - Information and technology - Value streams and processes - Organizations, people and culture - Partners and suppliers |
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement - Governance |
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NEW QUESTION # 61
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
Answer: A
NEW QUESTION # 62
What is the CORRECT order for the three phases of problem management?
Answer: A
NEW QUESTION # 63
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
Answer: A
NEW QUESTION # 64
In which situation will incident management USUALLY use a separate process?
Answer: A
NEW QUESTION # 65
Which describes a CORRECT approach to change authorization?
Answer: B
NEW QUESTION # 66
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