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| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 20% | - Deliver and Support - Plan - Design and Transition - Improve - Engage - Obtain/Build |
| Four Dimensions of Service Management | 15% | - Information and Technology - Organizations and People - Partners and Suppliers - Value Streams and Processes |
| Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| ITIL Service Value System (SVS) | 20% | - Service Value Chain - Overview of the SVS - ITIL Guiding Principles - Continual Improvement - Governance |
| ITIL Management Practices | 30% | - General Management Practices
|
Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
Correct Answer: C 🗳️
Which of the following is the best definition of IT service management?
Correct Answer: C 🗳️
The consideration of value creation is a principle of which stage of the service lifecycle?
Correct Answer: B 🗳️
What are the categories of event described in the UIL service operation book?
Correct Answer: D 🗳️
What are customers of IT services who work in the same organization as the service provider known as?
Correct Answer: C 🗳️
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