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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Resilient Operations | 10% | - Monitoring, incident, and problem management - Availability, capacity, and performance management - Service continuity and infrastructure management |
| Topic 2: Valuable Investments | 15% | - Portfolio management and investment prioritization - Strategic alignment and innovation |
| Topic 3: Fast Development and Delivery | 15% | - Automation and cloud technologies - Architecture management and business analysis - Software development and testing practices |
| Topic 4: Co-created Value and Assured Conformance | 5% | - Governance, risk, and compliance - Relationship management and service design |
| Topic 5: Digital Product Lifecycle and ITIL Operating Model | 20% | - Four dimensions of service management - Digital product lifecycle integration - ITIL service value system and service value chain |
| Topic 6: Fundamental Principles and Concepts | 15% | - Design thinking, complexity thinking, and service-dominant logic - ITIL guiding principles - Lean, Agile, DevOps, and continuous improvement |
| Topic 7: Concepts of High-velocity IT | 20% | - Digital transformation and IT transformation - Digital products and digital technology - Characteristics and objectives of high-velocity IT |
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NEW QUESTION # 18
Which statement about the reporting of service outcomes and performance is CORRECT?
Answer: D
NEW QUESTION # 19
A service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?
Answer:
Explanation:
Training users in the correct procedures for accessing support for the desktop service
NEW QUESTION # 20
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
Answer: A
NEW QUESTION # 21
Which is the BEST method of monitoring the customers overall perception of a service?
Answer:
Explanation:
Perform an analysis of complaints and compliments
NEW QUESTION # 22
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Answer:
Explanation:
Onboarding
NEW QUESTION # 23
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