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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Topic 2: Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Topic 3: ITIL Guiding Principles | 15% | - Start where you are - Think and work holistically - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Focus on value - Collaborate and promote visibility |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations, people and culture |
| Topic 5: 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 - Continual Improvement - Governance |
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NEW QUESTION # 132
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Answer: D
NEW QUESTION # 133
Which is described by the 'organizations and people' dimension of service management?
Answer: D
NEW QUESTION # 134
Which is an activity of the 'incident management' practice?
Answer: B
NEW QUESTION # 135
Which step of the continual improvement model includes baseline assessments?
Answer: A
NEW QUESTION # 136
Which activity is part of the 'continual improvement' practice?
Answer: D
NEW QUESTION # 137
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