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| Section | Weight | Objectives |
|---|
| ITIL Service Value System | 20% | - Purpose and components - Governance - Continual improvement - Service value chain
- 1. Plan
- 2. Design and transition
- 3. Improve
- 4. Engage
- 5. Obtain/build
- 6. Deliver and support
|
| Technology and Information Management | 10% | - Information management principles - Role of technology in service management
|
| Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities
|
| ITIL Practices | 30% | - Service management practices
- 1. Business continuity management
- 2. Service level management
- 3. Availability management
- 4. Service request management
- 5. Change enablement
- 6. Capacity and performance management
- 7. Incident management
- 8. Problem management
- Technical management practices
- 1. Infrastructure and platform management
- 2. Deployment management
- 3. Software development and management
- General management practices
- 1. Information security management
- 2. Supplier management
- 3. Continual improvement
- 4. Relationship management
|
| Key Concepts of Service Management | 15% | - Service management as a practice - Services, service offerings, service relationships - Value, value co-creation, stakeholders
|
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Focus on value
|
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EXIN ITIL 4 Foundation Sample Questions (Q253-Q258):
NEW QUESTION # 253
Which value chain activity ensures that service components meet agreed specifications?
- A. Deliver and support
- B. Design and transition
- C. Plan
- D. Obtain/build
Answer: D
NEW QUESTION # 254
Who is responsible for defining metrics for change management?
- A. The service owner
- B. The change management process owner
- C. The continual service improvement manager
- D. The change advisory board (CAB)
Answer: B
NEW QUESTION # 255
What is a configuration item?
- A. Any component that needs to be managed in order to deliver an IT service
- B. Any change of state that has significance for the management of a service
- C. Any financially valuable component that can contribute to the delivery of an IT product or service
- D. A problem that has been analyzed but has not been resolved
Answer: A
NEW QUESTION # 256
Which is the BEST type of resource for investigating complex incidents?
- A. Detailed work instructions
- B. Knowledgeable support staff
- C. Self-help systems
- D. Disaster recovery plans
Answer: B
NEW QUESTION # 257
Which statement about a `continual improvement register' is CORRECT?
- A. It should be re-prioritized as ideas are documented
- B. It should be used to capture user demand
- C. There should only be one for the whole organization
- D. It should be managed at the senior level of the organization
Answer: A
NEW QUESTION # 258
......
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