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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Guiding Principles | 18% | - Focus on value - Keep it simple and practical - Progress iteratively with feedback - Start where you are - Think and work holistically - Optimize and automate - Collaborate and promote visibility |
| Topic 2: Four Dimensions of Service Management | 18% | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 3: Service Value Chain Activities | 15% | - Deliver and support - Obtain/build - Plan - Design and transition - Engage - Improve |
| Topic 4: ITIL Management Practices | 17% | - Service management practices
|
| Topic 5: ITIL Service Value System | 20% | - Continual improvement - Guiding principles - Practices - Governance - Service value chain |
| Topic 6: Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
Was ist die Definition von Garantie?
Correct Answer: A 🗳️
Welche Vorgehensweise hat den Zweck, die Vorgehensweisen und Dienstleistungen der Organisation an die sich ändernden Geschäftsanforderungen anzupassen?
Correct Answer: A 🗳️
Was ermöglicht die Ergebnisse, die Kunden erreichen möchten?
Correct Answer: D 🗳️
Ein Serviceangebot kann den Zugriff auf Ressourcen und Serviceaktionen umfassen. Was ist ein Beispiel für eine Serviceaktion?
Correct Answer: C 🗳️
Welcher Service-Übergangsprozess bietet Anleitungen zur Umwandlung von Daten in Informationen?
Correct Answer: A 🗳️
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