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| Section | Objectives |
|---|---|
| Know the purpose and key terms of 15 ITIL practices | - Service Configuration Management - Change Control - Continual Improvement - Monitoring and Event Management - Supplier Management - Deployment Management - Service Desk - Service Level Management - Problem Management - IT Asset Management - Incident Management - Information Security Management - Relationship Management - Release Management - Service Request Management |
| Understand the purpose and components of the ITIL service value system | - Guiding Principles - Service Value Chain - Continual Improvement - Practices - Governance |
| Understand the four dimensions of service management | - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology |
| Understand the activities of the service value chain | - Obtain/Build - Improve - Deliver & Support - Plan - Design & Transition - Engage |
| 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 |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Start where you are - Progress iteratively with feedback - Optimize and automate - Focus on value - Collaborate and promote visibility - Keep it simple and practical - Think and work holistically |
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NEW QUESTION # 287
Which includes governance, management practices, and continual improvement?
Answer: C
NEW QUESTION # 288
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Answer: D
NEW QUESTION # 289
Which statement BEST describes the value of service strategy to the business?
Answer: C
NEW QUESTION # 290
Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity
Answer: C
NEW QUESTION # 291
How should a process design allow for exceptional situations?
Answer: D
NEW QUESTION # 292
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