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| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| Topic 2: ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 3: Key Concepts of Service Management | - Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship |
| Topic 4: ITIL Service Value System (SVS) | - Governance - Continual improvement - Guiding principles - Opportunity, demand, and value - Service value chain |
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NEW QUESTION # 87
Which service value chain activity relates with buying new products?
Answer: C
Explanation:
This activity focuses on acquiring or creating the products and services needed to deliver value to customers.
NEW QUESTION # 88
Which two statements about an organization's culture are CORRECT?
It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization
Answer: B
NEW QUESTION # 89
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents
Answer: A
NEW QUESTION # 90
Which is included in the purpose of the 'design and transition' value chain activity?
Answer: A
NEW QUESTION # 91
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Answer: B
NEW QUESTION # 92
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