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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| Topic 2: ITIL Guiding Principles | 15% | - Focus on value - Start where you are - Optimize and automate - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical |
| Topic 3: 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. |
| Topic 4: ITIL Service Value System | 25% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System |
| Topic 5: Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Information and technology - Partners and suppliers |
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NEW QUESTION # 75
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?
Answer: C
NEW QUESTION # 76
Which service level metrics are BEST for measuring user experience?
Answer: C
NEW QUESTION # 77
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Answer: B
NEW QUESTION # 78
What varies in size and complexity, and uses functions to achieve its objectives?
Answer: C
NEW QUESTION # 79
How is a 'continual improvement register' used?
Answer: D
NEW QUESTION # 80
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