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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| Topic 2: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 3: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| Topic 4: ITIL Service Value System | 25% | - Continual Improvement - Purpose and components of the Service Value System - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 5: ITIL Guiding Principles | 15% | - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical - Think and work holistically - Focus on value - Start where you are |
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NEW QUESTION # 10
Which is an activity of the 'problem management' practice?
Answer: D
NEW QUESTION # 11
Which is a key requirement for a successful service level agreement (SLA)?
Answer: C
NEW QUESTION # 12
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Answer: D
NEW QUESTION # 13
What does 'change enablement' PRIMARILY focus on?
Answer: D
NEW QUESTION # 14
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Answer: D
NEW QUESTION # 15
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