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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Topic 2: Functions and Roles | 10% | - Service Desk - Application Management - Technical Management - Key Roles - IT Operations Management |
| Topic 3: ITIL Service Lifecycle | 20% | - Service Design - Service Operation - Service Transition - Service Strategy - Continual Service Improvement |
| Topic 4: Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Topic 5: Key Principles and Models | 15% | - Deming Cycle - Process Model - Service Portfolio - Governance Model |
| Topic 6: Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| Topic 7: Selected ITIL Processes | 25% | - Incident Management - Release and Deployment Management - Change Management - Service Asset and Configuration Management - Problem Management - Service Level Management |
What type of improvement should be achieved by using the Deming Cycle?
Correct Answer: D 🗳️
Which of the following is NOT an aim of the change management process?
Correct Answer: A 🗳️
The difference between service metrics and technology metrics is BEST described as?
Correct Answer: C 🗳️
Which of the following are benefits to the business of implementing Service Transition?
1.Ability to adapt quickly to new requirements
2.Reduced cost to design new services
3.Improved success in implementing changes
Correct Answer: A 🗳️
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
Correct Answer: D 🗳️
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