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| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 20% | - Basic concepts of ITIL lifecycle
|
| Service Lifecycle Core Concepts | 30% | - Service Strategy
|
| Continual Service Improvement | 10% | - CSI principles
|
| Service Transition | 20% | - Change and release processes
|
| Service Operation | 20% | - Operational processes
|
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
Which of the following is NOT an objective of Continual Service Improvement?
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Availability management is directly responsible for the availability of which of the following?
Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design
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