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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Continual improvement - Overview and purpose - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 2: Service Management Concepts | 15% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Topic 3: Four Dimensions of Service Management | 15% | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
| Topic 4: ITIL Guiding Principles | 20% | - Think and work holistically - Start where you are - Progress iteratively with feedback - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Optimize and automate |
| Topic 5: ITIL Practices | 30% | - General management practices
|
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NEW QUESTION # 110
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Answer: D
NEW QUESTION # 111
Which service transition process provides guidance about converting data into information?
Answer: C
NEW QUESTION # 112
What is a service?
Answer: B
NEW QUESTION # 113
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
Answer: C
NEW QUESTION # 114
Which statement about emergency changes is CORRECT?
Answer: A
Explanation:
Explanation
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20change
NEW QUESTION # 115
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