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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Start where you are - Think and work holistically - Optimize and automate - Focus on value - Keep it simple and practical - Collaborate and promote visibility |
| Topic 2: ITIL Service Value System | 20% | - Purpose and components - Service value chain
- Continual improvement |
| Topic 3: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 4: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 5: Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Service management as a practice - Value, value co-creation, stakeholders |
| Topic 6: ITIL Practices | 30% | - Technical management practices
|
What type of change is MOST likely to be managed by the 'service request management' practice?
Correct Answer: D 🗳️
What should all 'continual improvement' decisions be based on?
Correct Answer: A 🗳️
What is the value of a service?
Correct Answer: C 🗳️
What is the customer of a service responsible for?
Correct Answer: C 🗳️
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other
Correct Answer: D 🗳️
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