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| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| 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. |
| ITIL Service Value System | 25% | - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Continual Improvement |
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Organizations, people and culture - Value streams and processes - Information and technology |
| ITIL Guiding Principles | 15% | - Think and work holistically - Progress iteratively with feedback - Start where you are - Keep it simple and practical - Optimize and automate - Focus on value - Collaborate and promote visibility |
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NEW QUESTION # 295
Which value chain activity is concerned with the availability of service components?
Answer: A
NEW QUESTION # 296
Which practice handles all pre-defined user-initiated service actions?
Answer: B
NEW QUESTION # 297
Which of these should be logged and managed as a problem?
Answer: B
Explanation:
Explanation
NEW QUESTION # 298
What does 'change enablement' PRIMARILY focus on?
Answer: C
NEW QUESTION # 299
Which is an activity of the 'problem management' practice?
Answer: A
NEW QUESTION # 300
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