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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement |
| Topic 2: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| Topic 3: ITIL Guiding Principles | 15% | - Optimize and automate - Progress iteratively with feedback - Start where you are - Focus on value - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations, people and culture |
| Topic 5: 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. |
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NEW QUESTION # 10
Which practice recommends the use of event-based surveys to gather feedback from customers?
Answer: C
NEW QUESTION # 11
Which dimension of service management considers the workflows and controls needed to deliver services?
Answer: B
NEW QUESTION # 12
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Answer: D
NEW QUESTION # 13
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Answer: A
NEW QUESTION # 14
What is required by all service desk staff?
Answer: D
NEW QUESTION # 15
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