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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Roles and Functions | 10% | - IT Operations Management - Service Desk - Application Management - Technical Management |
| Topic 2: Key Processes Across Lifecycle | 30% | - Change Management - Problem Management - Request Fulfillment - Service Level Management - Release and Deployment Management - Incident Management |
| Topic 3: Introduction to ITIL and Service Management | 15% | - Concept of service and service management - ITIL core principles and structure - Business value and benefits of ITIL |
| Topic 4: General Management Concepts | 10% | - Service portfolio and financial management - Risk and demand management |
| Topic 5: Key Principles and Models | 15% | - Process, function, role concept - Governance and management models - Communication and collaboration principles |
| Topic 6: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Service Operation - Continual Service Improvement - Service Design |
What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?
A Service design package (SDP) would normally 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
When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found
What is a service delivered between two business units in the same organization known as?
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
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