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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 25% | - Continual Improvement - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System |
| Topic 2: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Topic 3: ITIL Guiding Principles | 15% | - Optimize and automate - Think and work holistically - Start where you are - Focus on value - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical |
| Topic 4: 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 5: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Information and technology - Value streams and processes |
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NEW QUESTION # 198
What is defined as any financially valuable component that can contribute to the delivery of a service?
Answer: B
NEW QUESTION # 199
How should the workflow for a new service request be designed?
Answer: A
NEW QUESTION # 200
What is defined as a change of state that has significance for the management of an IT service?
Answer: D
NEW QUESTION # 201
What is the customer of a service responsible for?
Answer: D
NEW QUESTION # 202
Which statement about problems is CORRECT?
Answer: B
NEW QUESTION # 203
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