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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Design | 20% | - Information Security Management - Service Catalog Management - Purpose, Goals and Objectives - Capacity Management - Service Level Management - Availability Management - Supplier Management |
| Topic 2: Service Strategy | 15% | - Financial Management for IT Services - Service Portfolio Management - Purpose, Goals and Objectives - Demand Management |
| Topic 3: Service Transition | 20% | - Release and Deployment Management - Purpose, Goals and Objectives - Knowledge Management - Service Asset and Configuration Management - Change Management |
| Topic 4: Service Management as a Practice | 15% | - Good Practice and ITIL - Concept of Service and Service Management - Processes, Functions, Roles and Responsibilities |
| Topic 5: Service Operation | 20% | - Service Desk, Technical, Application and IT Operations Management - Purpose, Goals and Objectives - Incident Management - Request Fulfillment - Problem Management - Access Management |
| Topic 6: Continual Service Improvement | 10% | - CSI Approach and Metrics - Seven-Step Improvement Process - Purpose, Goals and Objectives |
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Correct Answer: D 🗳️
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created
Correct Answer: A 🗳️
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Correct Answer: D 🗳️
Which one of the following would NOT involve event management?
Correct Answer: B 🗳️
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Correct Answer: B 🗳️
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