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| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement - Governance |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Information and technology - Organizations, people and culture - Value streams and processes |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Keep it simple and practical - Start where you are - Collaborate and promote visibility |
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NEW QUESTION # 156
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Answer: B
NEW QUESTION # 157
What should be done for every problem?
Answer: A
NEW QUESTION # 158
How should the workflow for a new service request be designed?
Answer: D
NEW QUESTION # 159
Which is the FIRST thing to consider when focusing on value?
Answer: A
NEW QUESTION # 160
Which practice nurtures links with stakeholders at strategic and tactical levels?
Answer: B
NEW QUESTION # 161
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