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| Section | Objectives |
|---|---|
| Topic 1: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Focus on value - Think and work holistically - Optimize and automate - Progress iteratively with feedback - Start where you are - Collaborate and promote visibility |
| Topic 2: Understand the four dimensions of service management | - Partners and Suppliers - Organizations and People - Value Streams and Processes - Information and Technology |
| Topic 3: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Governance - Practices - Continual Improvement - Service Value Chain - Guiding Principles |
| Topic 5: Understand the activities of the service value chain | - Improve - Deliver & Support - Obtain/Build - Engage - Plan - Design & Transition |
| Topic 6: Know the purpose and key terms of 15 ITIL practices | - Monitoring and Event Management - IT Asset Management - Problem Management - Deployment Management - Release Management - Continual Improvement - Relationship Management - Incident Management - Service Desk - Supplier Management - Information Security Management - Service Configuration Management - Change Control - Service Request Management - Service Level Management |
1. What is the definition of a known error?
A) A cause, or potential cause, of one or more incident
B) Any change of state that has significance for the management of a service or other configuration item (CI)
C) An unplanned interruption to a service, or reduction in the quality of a service
D) A problem that has been analyzed and has not been resolved
2. How should a process design allow for exceptional situations?
A) Remove the option for process exceptions
B) Create an additional process for each exception
C) Include all exception steps in the main process
D) Create rules to handle exceptions generally
3. Which should be handled by 'service request management'?
A) A request to change a target in a service level agreement
B) A request to resolve an error in a service
C) A request to provide a laptop
D) A request to implement a security patch
4. In which situation will incident management USUALLY use a separate process?
A) Where no target resolution time exists
B) For low impact incidents
C) For information security incidents
D) Where the cause must be diagnosed
5. What is recommended by the guiding principle 'progress iteratively with feedback'?
A) The identification of all interested parts at the start of an improvement initiative
B) An assessment of how all the parts of an organization will affect an improvement initiative
C) An improvement initiative that is broken into a number of manageable sections
D) A current state assessment that is carried out at the start of an improvement initiative
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
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