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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand the key ITIL practices | 30-35% | - Incident management and request fulfillment practices - Relationship management practices - Service level management practices - Service desk practice - Service configuration management practices - Continual improvement practices - Supplier management practices |
| Topic 2: Understand the purpose and effects of the service value system | 15-20% | - Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand - The service value chain |
| Topic 3: Understand the key concepts of service management | 15-20% | - Key concepts of the service relationship - Key concepts of creating value with services - Organize and deliver value with services |
| Topic 4: Understand how the ITIL framework guides the organization | 15-20% | - Other frameworks and methods - The ITIL principles in detail - Nature and use of the ITIL guiding principles |
| Topic 5: Understand the four dimensions of service management | 15-20% | - Partners and suppliers - Value streams and processes - Overview of the four dimensions - Organizations and people - Information and technology |
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NEW QUESTION # 102
Which practice guarantees that users have a range of access channels to choose from to report problems?
Answer: A
NEW QUESTION # 103
What ensures that service providers and service consumers continue to create value together?
Answer: D
Explanation:
Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page
16; ITIL 4 Practice Guide: Service Relationship Management, page 7.
NEW QUESTION # 104
Which skill is an essential part of the 'service level management' practice?
Answer: B
NEW QUESTION # 105
Which activity is NOT recommended by the start where you are' guiding principle?
Answer: B
NEW QUESTION # 106
What is the difference between the 'incident management" and 'service desk' practices'?
Answer: B
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page
32; ITIL 4 Practice Guide: Incident Management, page 7.
NEW QUESTION # 107
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