Target Audience
 
​Primarily for professionals in these following roles, as well as for those planning to move into these roles:
IT Managers
IT Service Delivery Managers
IT Architects
IT Consultants
IT Developers
Service Process Owners
IT Service Management Supervisors
IT Professionals
 
Certification Exam Objectives
 
Learning Outcome 1 : Understand the key concepts of service management
Recall the definition of Service, Utility, Warranty, Customer, User, Service management, Sponsor.
Describe the key concepts of creating value with services: Cost, Value, Organization, Outcome, Output, Risk, Utility, Warranty.
Describe the key concepts of service relationships: Service offering, Service relationship management, Service provision, Service consumption.
 
Learning Outcome 2 : 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: Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimize and automate.
 
Learning Outcome 3 : Understand the four dimensions of service management
Describe the four dimensions of service management: Organizations and people, Information and technology, Partners and suppliers, Value streams and processes.
 
Learning Outcome 4 : Understand the purpose and components of the ITIL service value system
Describe the ITIL service value system.
 
Learning Outcome 5 : Understand the activities of the service value chain, and how they interconnect
Describe the interconnected nature of the service value chain and how this supports value streams.
Describe the purpose of each value chain activity: Plan, Improve, Engage, Design & transition, Obtain/build, Deliver & support.
 
Learning Outcome 6 : Know the purpose and key terms of 15 ITIL practices
Recall the purpose of the following ITIL practices: Information security management, Relationship management, Supplier management, IT asset management, Monitoring and event management, Release management, Service configuration management, Deployment management, Continual improvement, Change enablement, Incident management, Problem management, Service request management, Service desk, Service level management 
 
Duration of exam
​
     60 Minutes
​
Number of Questions
​
     40
​
Exam Format
​
     Multiple choice questions
​
Passing Score
​
     65% (26 out of 40 Questions)
​
Exam Cost
​
     $380 
​
ExamBliss Practice Exam Engine
​
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