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| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| Topic 2: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Optimize and automate - Focus on value - Start where you are - Progress iteratively with feedback |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Continual Improvement - Governance - Practices - Guiding Principles - Service Value Chain |
| Topic 5: Understand the activities of the service value chain | - Engage - Improve - Obtain/Build - Deliver & Support - Design & Transition - Plan |
| Topic 6: Know the purpose and key terms of 15 ITIL practices | - Service Level Management - Relationship Management - Continual Improvement - Incident Management - Service Configuration Management - IT Asset Management - Supplier Management - Deployment Management - Service Desk - Monitoring and Event Management - Information Security Management - Release Management - Problem Management - Change Control - Service Request Management |
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問題 #107
Which value chain activity is concerned with the availability of service components?
答案：C
問題 #108
Which is an activity of the 'incident management' practice?
答案：B
問題 #109
Which practice needs people who understand complex systems and have creative and analytical skills?
答案：C
問題 #110
Which processes are responsible for the regular review of underpinning contracts?
答案：D
問題 #111
What is described by the service value system?
答案：D
問題 #112
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