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| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Understand the activities of the service value chain | - Improve - Deliver & Support - Design & Transition - Obtain/Build - Engage - Plan |
| Know the purpose and key terms of 15 ITIL practices | - Relationship Management - Incident Management - IT Asset Management - Service Request Management - Service Desk - Monitoring and Event Management - Release Management - Continual Improvement - Service Level Management - Information Security Management - Change Control - Deployment Management - Service Configuration Management - Problem Management - Supplier Management |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate - Think and work holistically - Start where you are - Collaborate and promote visibility - Focus on value |
| Understand the purpose and components of the ITIL service value system | - Governance - Continual Improvement - Guiding Principles - Service Value Chain - Practices |
| Understand the four dimensions of service management | - Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology |
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NEW QUESTION # 45
What is the purpose of the 'deployment management' practice?
Answer: C
NEW QUESTION # 46
Which statement about outcomes is CORRECT?
Answer: A
NEW QUESTION # 47
Which practice provides a single point of contact for users?
Answer: C
NEW QUESTION # 48
Which is an input to the service value system?
Answer: D
NEW QUESTION # 49
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Answer: B
NEW QUESTION # 50
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