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| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 25% | - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Continual Improvement |
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Information and technology - Partners and suppliers |
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| ITIL Guiding Principles | 15% | - Think and work holistically - Start where you are - Optimize and automate - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback |
| ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
1. In service relationships, what is a benefit of identifying consumer roles?
A) It removes constraints from the customer
B) It enables effective stakeholder management
C) It enables a common definition of value
D) It provides shared service expectations
2. Which statement about the 'continual improvement model' is CORRECT?
A) The model is applicable to only certain parts of the service value system
B) The flow of the model helps organizations to link improvements to its goals
C) Organizations should work through the steps of the model in the sequence in which they are presented
D) Organizations should use an additional model or method to link improvements to customer value
3. Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A) A change model
B) A standard change
C) An emergency change
D) A normal change
4. Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A) Ideation, Design, Develop, Deploy, Test, Operate, Retire
B) Ideation, Test, Develop, Deploy, Design, Operate, Retire
C) None of the above
D) Retire, Test, Operate, Deploy, Ideation, Develop, Design
5. Which activity is part of the 'continual improvement' practice?
A) Improving relationships with and between stakeholders
B) Prioritizing and creating business cases for improvement initiatives
C) Identifying the cause of unplanned interruptions to service
D) Handling compliments and complaints from users to identify improvements
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |
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