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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Optimize and automate - Start where you are - Focus on value |
| Topic 2: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 3: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| Topic 4: ITIL Service Value System | 25% | - Continual Improvement - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System |
| Topic 5: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
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NEW QUESTION # 199
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Answer: D
NEW QUESTION # 200
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Answer: C
NEW QUESTION # 201
What are the ITIL guiding principles used for?
Answer: A
NEW QUESTION # 202
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Answer: D
NEW QUESTION # 203
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Answer: D
Explanation:
Explanation
NEW QUESTION # 204
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