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| Section | Objectives |
|---|---|
| Topic 1: Service Lifecycle | - Service Design - Service Strategy - Continual Service Improvement - Service Operation - Service Transition |
| Topic 2: Service Management as a Practice | - Concept of best practices in service management - Role of service management - Definition of services and customers |
| Topic 3: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement
Which of the following would NOT be a task carried out by the Request Fulfillment process?
Which process is responsible for frequently occurring changes where risk and cost are low?
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
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