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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 2: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Topic 3: ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance - Continual Improvement |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 5: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Think and work holistically - Optimize and automate - Focus on value - Keep it simple and practical |
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NEW QUESTION # 223
Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.
Answer: B
NEW QUESTION # 224
Which is included in the purpose of the 'change enablement' practice?
Answer: D
NEW QUESTION # 225
Which statement about outcomes is CORRECT?
Answer: B
NEW QUESTION # 226
Which practice establishes a channel between the service provider and its users?
Answer: B
NEW QUESTION # 227
When should a workaround be created?
Answer: A
NEW QUESTION # 228
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