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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Plan - Design and transition - Obtain/build - Deliver and support - Engage - Improve |
| Topic 2: ITIL Management Practices | 17% | - General management practices
|
| Topic 3: Guiding Principles | 18% | - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Keep it simple and practical - Think and work holistically - Start where you are - Optimize and automate |
| Topic 4: ITIL Service Value System | 20% | - Continual improvement - Service value chain - Practices - Guiding principles - Governance |
| Topic 5: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 6: Four Dimensions of Service Management | 18% | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
Welches Leitprinzip führt zu einer schnelleren Reaktion auf Kundenbedürfnisse durch Timeboxing von Aktivitäten und Lernen aus den Ergebnissen früherer Aktivitäten?
Correct Answer: A 🗳️
Welches Leitprinzip befasst sich IN ERSTER LINIE mit der End-to-End-Dienstleistungserbringung?
Correct Answer: A 🗳️
Welche Vorgehensweise ermittelt Kennzahlen, die die Kundenerfahrung mit einem Service widerspiegeln?
Correct Answer: C 🗳️
Welche der folgenden Optionen können für den Zugriff auf Service Desks verwendet werden?
Correct Answer: B 🗳️
Welche der folgenden Punkte sind im Zweck des Druckers zur „kontinuierlichen Verbesserung“ enthalten?
Correct Answer: D 🗳️
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