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| Section | Weight | Objectives |
|---|---|---|
| Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of creating value with services - Key concepts of the service relationship |
| Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - The service value chain - Opportunity and demand - Overview of the service value system |
| Understand the key ITIL practices | 30-35% | - Relationship management practices - Supplier management practices - Incident management and request fulfillment practices - Service configuration management practices - Service desk practice - Continual improvement practices - Service level management practices |
| 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 |
| Understand the four dimensions of service management | 15-20% | - Organizations and people - Partners and suppliers - Overview of the four dimensions - Value streams and processes - Information and technology |
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NEW QUESTION # 64
Which organization delivers output or outcomes of a service?
Answer: A
Explanation:
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 65
What type of change is MOST likely to be managed as a service request?
Answer: A
NEW QUESTION # 66
Which practice provides a communications point for users to report operational issues, queries and requests?
Answer: B
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 67
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Answer: A
Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/
NEW QUESTION # 68
What is required by all service desk staff?
Answer: A
NEW QUESTION # 69
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