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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 2: ITIL Guiding Principles | 15% | - Think and work holistically - Collaborate and promote visibility - Keep it simple and practical - Focus on value - Optimize and automate - Start where you are - Progress iteratively with feedback |
| Topic 3: Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Information and technology - Value streams and processes |
| Topic 5: ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System - Continual Improvement |
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NEW QUESTION # 330
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Answer: A
NEW QUESTION # 331
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Answer: B
NEW QUESTION # 332
What is typically needed to assign complex incidents to support groups?
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 333
Which is one of the five aspects of service design?
Answer: A
NEW QUESTION # 334
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Answer: D
NEW QUESTION # 335
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