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| Section | Objectives |
|---|---|
| Topic 1: Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
| Topic 2: Key ITIL Processes and Functions | - Configuration Management (CMDB concepts) - Service Desk function - Incident and Problem Management - Change Management |
| Topic 3: ITIL Service Lifecycle | - Service Operation - Service Strategy - Service Transition - Service Design - Continual Service Improvement (CSI) |
| Topic 4: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
With which process is problem management likely to share categorization and impact coding systems?
Which one of the following is concerned with policy and direction?
Which process is responsible for providing the rights to use an IT service?
Which one of the following is the BEST description of a major incident?
What is the primary focus of business capacity management?
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