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| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of 15 ITIL practices | - Release Management - Service Desk - Service Configuration Management - Incident Management - Information Security Management - Relationship Management - Monitoring and Event Management - IT Asset Management - Deployment Management - Supplier Management - Problem Management - Continual Improvement - Service Level Management - Change Control - Service Request Management |
| Topic 2: 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 |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Think and work holistically - Optimize and automate - Progress iteratively with feedback - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Focus on value |
| Topic 4: Understand the four dimensions of service management | - Partners and Suppliers - Organizations and People - Value Streams and Processes - Information and Technology |
| Topic 5: Understand the activities of the service value chain | - Improve - Deliver & Support - Plan - Obtain/Build - Design & Transition - Engage |
| Topic 6: Understand the purpose and components of the ITIL service value system | - Practices - Guiding Principles - Service Value Chain - Governance - Continual Improvement |
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NEW QUESTION # 297
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?
Answer: A
NEW QUESTION # 298
Which will help solve incidents more quickly?
Answer: A
NEW QUESTION # 299
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Answer: A
NEW QUESTION # 300
Which term could be used to refer to a single person who has independently subscribed to a service?
Answer: A
NEW QUESTION # 301
Which is a way of applying the guiding principle 'focus on value'?
Answer: A
NEW QUESTION # 302
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