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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Think and work holistically - Focus on value |
| Topic 2: 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 3: ITIL Service Value System | 25% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Information and technology - Organizations, people and culture - Value streams and processes - Partners and suppliers |
| Topic 5: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
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NEW QUESTION # 314
Service transition contains detailed descriptions of which processes?
Answer: B
NEW QUESTION # 315
Which practice has a purpose that involves creating closer, more collaborative relationships?
Answer: D
NEW QUESTION # 316
Which practice includes management of workarounds and known errors?
Answer: B
NEW QUESTION # 317
Which describes a 'change authority'?
Answer: A
NEW QUESTION # 318
Which is the BEST example of a standard change?
Answer: C
NEW QUESTION # 319
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