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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Topic 2: Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Topic 3: Operation of the Service Management System | 55% | - Service design, build and transition processes - Relationship and agreement processes - Service assurance processes - Service portfolio processes - Resolution and fulfilment processes - Supply and demand processes |
Which processes should the Plan, Do, Check, Act methodology be applied to?
Correct Answer: A ð³ïž
What is the definition of IT Service Management?
Correct Answer: D ð³ïž
What does Service Management aim to achieve?
Correct Answer: C ð³ïž
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
Correct Answer: C ð³ïž
What does the term "Integrity" mean in the context of Information Security Management?
Correct Answer: B ð³ïž
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