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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management as a Practice | 15% | - Concept of Service and Service Management - Stakeholders and Value Creation - Governance and Best Practice |
| Topic 2: Key Principles and Models | 15% | - Governance Model - Deming Cycle - Service Portfolio - Process Model |
| Topic 3: Selected ITIL Processes | 25% | - Change Management - Incident Management - Service Asset and Configuration Management - Problem Management - Release and Deployment Management - Service Level Management |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Continual Service Improvement - Service Design - Service Transition |
| Topic 5: Generic Concepts and Definitions | 10% | - Service Level Agreements - Key Terminology - Service Assets and Configuration |
| Topic 6: Functions and Roles | 10% | - Technical Management - IT Operations Management - Application Management - Service Desk - Key Roles |
| Topic 7: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1.Risk assessment
2.Testing of resilience mechanisms
3.Monitoring of component availability
Correct Answer: A 🗳️
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
Correct Answer: A 🗳️
A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training
Correct Answer: C 🗳️
Which of the following is NOT one of the five individual aspects of Service Design?
Correct Answer: B 🗳️
Which of the following activities is NOT a part of the Deming Cycle?
Correct Answer: D 🗳️
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