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| Section | Weight | Objectives |
|---|
| Topic 1: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities
|
| Topic 2: ITIL Guiding Principles | 15% | - Start where you are - Collaborate and promote visibility - Focus on value - Think and work holistically - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback
|
| Topic 3: ITIL Practices | 30% | - Technical management practices
- 1. Deployment management
- 2. Infrastructure and platform management
- 3. Software development and management
- Service management practices
- 1. Capacity and performance management
- 2. Service request management
- 3. Problem management
- 4. Incident management
- 5. Business continuity management
- 6. Availability management
- 7. Change enablement
- 8. Service level management
- General management practices
- 1. Continual improvement
- 2. Information security management
- 3. Relationship management
- 4. Supplier management
|
| Topic 4: Technology and Information Management | 10% | - Information management principles - Role of technology in service management
|
| Topic 5: Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Service management as a practice - Services, service offerings, service relationships
|
| Topic 6: ITIL Service Value System | 20% | - Continual improvement - Purpose and components - Governance - Service value chain
- 1. Design and transition
- 2. Engage
- 3. Improve
- 4. Plan
- 5. Obtain/build
- 6. Deliver and support
|
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EXIN ITIL 4 Foundation Sample Questions (Q159-Q164):
NEW QUESTION # 159
Why should a service level manager carry out regular service reviews?
- A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
- B. To capture information about service issues and performance against agreed goals
- C. To collect information about service consumer goals and objectives
- D. To ensure that agreements are written simply and are easy to understand
Answer: B
NEW QUESTION # 160
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the
components' parts are related.
3. Organizations should consider whether technology could improve the
efficiency of manual processes.
4. It is important to understand the organization's objectives when
assessing the impact of potential improvements
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
Answer: D
NEW QUESTION # 161
What is the purpose of the 'incident management' practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. To capture demand for incident resolution and service requests
- C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
- D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
Answer: A
NEW QUESTION # 162
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
- A. Consider
- B. Re-use
- C. Discard
- D. Improve
Answer: A
NEW QUESTION # 163
What should remain constant within an organization, even when the organizations objectives change?
- A. Outcomes
- B. Guiding principles
- C. Outputs
- D. Service offerings
Answer: B
NEW QUESTION # 164
......
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