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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: ITIL Guiding Principles | 15% | - Keep it simple and practical - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback - Think and work holistically - Start where you are - Optimize and automate |
| Topic 3: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks |
| Topic 4: 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. |
| Topic 5: Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Information and technology - Organizations, people and culture - Value streams and processes |
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問題 #280
Which describes an unresolved problem which has been already analysed?
答案：B
問題 #281
Which is included in the purpose of the 'deliver and support' value chain activity?
答案：A
問題 #282
Which skill is required by the 'service level management' practice?
答案：C
問題 #283
Which statement about service desks is CORRECT?
答案：C
問題 #284
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other
答案：A
問題 #285
......
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