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| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
Which guiding principle considers customer and user experience?
Correct Answer: C 🗳️
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Correct Answer: D 🗳️
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Correct Answer: A 🗳️
Where are the details of the required performance outcomes of a service denned?
Correct Answer: A 🗳️
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Correct Answer: D 🗳️
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