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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Optimize and automate - Start where you are - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback |
| Topic 2: ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Topic 3: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Partners and suppliers - Value streams and processes |
| Topic 4: ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance - Continual Improvement |
| Topic 5: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
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NEW QUESTION # 84
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: D
NEW QUESTION # 85
Which describes a CORRECT approach to change authorization?
Answer: A
NEW QUESTION # 86
Which dimension of service management considers the workflows and controls needed to deliver services?
Answer: B
NEW QUESTION # 87
Which practice identifies changes of state related to infrastructure, services, and business processes?
Answer: B
NEW QUESTION # 88
Which of the following is the MOST important for effective incident management?
Answer: D
NEW QUESTION # 89
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