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| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Operation - Continual Service Improvement (CSI) - Service Design - Service Strategy - Service Transition |
| Topic 2: Key ITIL Processes and Functions | - Service Desk function - Change Management - Configuration Management (CMDB concepts) - Incident and Problem Management |
| Topic 3: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 4: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
In which of the following should details of a workaround be documented?
Correct Answer: A 🗳️
Which of the following statements MOST correctly identifies the scope of design coordination
activities?
Correct Answer: D 🗳️
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Correct Answer: B 🗳️
Which statement should NOT be part of the value proposition for Service Design?
Correct Answer: A 🗳️
Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue
Correct Answer: B 🗳️
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