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| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Deliver & Support - Plan - Improve - Obtain/Build - Design & Transition - Engage |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Guiding Principles - Governance - Service Value Chain - Practices - Continual Improvement |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Start where you are - Optimize and automate |
| Topic 4: Know the purpose and key terms of 15 ITIL practices | - Release Management - Service Request Management - Incident Management - Service Level Management - Relationship Management - Service Desk - Monitoring and Event Management - Supplier Management - IT Asset Management - Deployment Management - Information Security Management - Problem Management - Change Control - Service Configuration Management - Continual Improvement |
| Topic 5: Understand the four dimensions of service management | - Information and Technology - Value Streams and Processes - Partners and Suppliers - Organizations and People |
| Topic 6: 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 |
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NEW QUESTION # 290
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
Answer: A
NEW QUESTION # 291
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Answer: B
NEW QUESTION # 292
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Answer: C
NEW QUESTION # 293
What is a recommendation of the 'focus on value' guiding principle?
Answer: B
NEW QUESTION # 294
Which step of the 'continual management model' defines measurable targets?
Answer: A
NEW QUESTION # 295
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