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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 2: ITIL Service Value System | 25% | - Governance - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System |
| Topic 3: Key Concepts of ITIL 4 | 15% | - Information and technology - Value streams and processes - Organizations, people and culture - Partners and suppliers |
| Topic 4: Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Topic 5: ITIL Guiding Principles | 15% | - Optimize and automate - Keep it simple and practical - Focus on value - Start where you are - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback |
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NEW QUESTION # 243
Which guiding principle focuses on reducing costs and human errors?
Answer: A
NEW QUESTION # 244
Which describes an unresolved problem which has been already analysed?
Answer: A
NEW QUESTION # 245
Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
Answer: B
Explanation:
The cause of one or more incidents. It represents a deeper issue that needs to be identified and resolved to prevent future incidents. For example, the root cause of a system outage might be a software bug or a hardware failure.
NEW QUESTION # 246
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Answer: D
NEW QUESTION # 247
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Answer: D
NEW QUESTION # 248
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