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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand how the ITIL framework guides the organization | 15-20% | - Nature and use of the ITIL guiding principles - Other frameworks and methods - The ITIL principles in detail |
| Topic 2: 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 |
| Topic 3: Understand the key ITIL practices | 30-35% | - Service configuration management practices - Relationship management practices - Incident management and request fulfillment practices - Supplier management practices - Continual improvement practices - Service desk practice - Service level management practices |
| Topic 4: Understand the four dimensions of service management | 15-20% | - Value streams and processes - Partners and suppliers - Overview of the four dimensions - Organizations and people - Information and technology |
| Topic 5: Understand the purpose and effects of the service value system | 15-20% | - The ITIL practices in the service value chain - The service value chain - Overview of the service value system - Opportunity and demand |
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NEW QUESTION # 99
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Answer: D
Explanation:
Explanation
To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 100
What is a user?
Answer: B
Explanation:
A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18.
NEW QUESTION # 101
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Answer: C
NEW QUESTION # 102
Which statement about outcomes is CORRECT?
Answer: A
NEW QUESTION # 103
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Answer: B
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL4 - A Pocket Guide, page 36; ITIL4 Practice Guide: Service Configuration Management, page 7.
NEW QUESTION # 104
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