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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 2: Key Concepts of Service Management | 15% | - Service management as a practice - Value, value co-creation, stakeholders - Services, service offerings, service relationships |
| Topic 3: ITIL Service Value System | 20% | - Continual improvement - Governance - Service value chain
|
| Topic 4: ITIL Practices | 30% | - Technical management practices
|
| Topic 5: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 6: ITIL Guiding Principles | 15% | - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Start where you are - Collaborate and promote visibility - Optimize and automate - Think and work holistically |
Which of the following terms is more suitable to describe the functionality of a service?
Correct Answer: B 🗳️
What term is used to describe whether a service will meet availability, capacity and security requirements?
Correct Answer: B 🗳️
Which is included in the purpose of the 'deliver and support' value chain activity?
Correct Answer: A 🗳️
Which value chain activity ensures that service components meet agreed specifications?
Correct Answer: D 🗳️
What is a service?
Correct Answer: C 🗳️
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