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| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Partners and suppliers - Information and technology |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback - Think and work holistically - Keep it simple and practical - Start where you are - Optimize and automate |
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance |
| 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. |
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
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NEW QUESTION # 322
Which service request management decisions require that policies are established?
Answer: D
NEW QUESTION # 323
What is the purpose of the 'relationship management' practice?
Answer: B
NEW QUESTION # 324
Which of the following guiding principles proposes the elimination of unnecessary work?
Answer: C
NEW QUESTION # 325
Which statement about standard changes is CORRECT?
Answer: D
NEW QUESTION # 326
Which statement about problems is CORRECT?
Answer: C
NEW QUESTION # 327
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