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| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations, people and culture |
| 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. |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Start where you are - Focus on value - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Think and work holistically |
| ITIL Service Value System | 25% | - Continual Improvement - Purpose and components of the Service Value System - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
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NEW QUESTION # 300
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Answer: C
NEW QUESTION # 301
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
Answer: A
NEW QUESTION # 302
Which of the following statements is included in the 'improve' value chain activity's purpose?
Answer: D
NEW QUESTION # 303
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Answer: A
NEW QUESTION # 304
Which is a use of the change schedule?
Answer: D
NEW QUESTION # 305
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