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| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Guiding Principles - Practices - Governance - Continual Improvement - Service Value Chain |
| Topic 3: Understand the four dimensions of service management | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People |
| Topic 4: Understand the activities of the service value chain | - Obtain/Build - Deliver & Support - Improve - Engage - Plan - Design & Transition |
| Topic 5: Know the purpose and key terms of 15 ITIL practices | - Supplier Management - Relationship Management - Deployment Management - Change Control - Release Management - Service Level Management - IT Asset Management - Service Desk - Problem Management - Service Request Management - Incident Management - Service Configuration Management - Continual Improvement - Monitoring and Event Management - Information Security Management |
| Topic 6: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Think and work holistically - Progress iteratively with feedback - Start where you are - Optimize and automate - Focus on value - Collaborate and promote visibility - Keep it simple and practical |
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NEW QUESTION # 255
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Answer: B
NEW QUESTION # 256
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Answer: C
NEW QUESTION # 257
What is used to link activities within the service value chain?
Answer: B
NEW QUESTION # 258
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
Answer: A
NEW QUESTION # 259
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Answer: A
NEW QUESTION # 260
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