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| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations, people and culture |
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Continual Improvement - Purpose and components of the Service Value System |
| ITIL Guiding Principles | 15% | - Start where you are - Think and work holistically - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Optimize and automate - Collaborate and promote visibility |
Which is a recommendation of the guiding principle 'think and work holistically'?
Correct Answer: B 🗳️
Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows
Correct Answer: C 🗳️
Which practice handles all pre-defined user-initiated service actions?
Correct Answer: A 🗳️
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Correct Answer: C 🗳️
What should be done to determine the appropriate metrics for measuring a new service?
Correct Answer: B 🗳️
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