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| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Progress iteratively with feedback - Focus on value - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Think and work holistically |
| Know the purpose and key terms of 15 ITIL practices | - IT Asset Management - Relationship Management - Problem Management - Change Control - Information Security Management - Service Level Management - Service Configuration Management - Release Management - Incident Management - Deployment Management - Service Desk - Continual Improvement - Monitoring and Event Management - Service Request Management - Supplier Management |
| Understand the purpose and components of the ITIL service value system | - Service Value Chain - Continual Improvement - Governance - Practices - Guiding Principles |
| 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 the activities of the service value chain | - Improve - Deliver & Support - Design & Transition - Engage - Plan - Obtain/Build |
| Understand the four dimensions of service management | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
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NEW QUESTION # 290
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Answer: C
NEW QUESTION # 291
Which is a purpose of the 'service desk' practice?
Answer: D
NEW QUESTION # 292
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Answer: A
NEW QUESTION # 293
Service transition contains detailed descriptions of which processes?
Answer: D
NEW QUESTION # 294
Which statement about service requests is CORRECT?
Answer: D
NEW QUESTION # 295
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