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| Section | Objectives |
|---|---|
| Understand the activities of the service value chain | - Design & Transition - Obtain/Build - Deliver & Support - Plan - Engage - Improve |
| Know the purpose and key terms of 15 ITIL practices | - Information Security Management - Service Level Management - Relationship Management - Continual Improvement - Release Management - Incident Management - IT Asset Management - Service Desk - Supplier Management - Monitoring and Event Management - Change Control - Deployment Management - Service Configuration Management - Service Request Management - Problem Management |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility - Focus on value - Think and work holistically - Start where you are - Progress iteratively with feedback |
| Understand the four dimensions of service management | - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| Understand the purpose and components of the ITIL service value system | - Governance - Continual Improvement - Guiding Principles - Service Value Chain - Practices |
| 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 |
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NEW QUESTION # 65
In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Answer: B
NEW QUESTION # 66
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
Answer: B
NEW QUESTION # 67
What is MOST LIKELY to be handled as a service request?
Answer: A
NEW QUESTION # 68
Which statement about the automation of service requests is CORRECT?
Answer: B
NEW QUESTION # 69
Which costs are included in the value proposition of a service?
Answer: A
NEW QUESTION # 70
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