How to Easily Pass the Exin ITIL Exam: Expert Advice

Governance

Service value chain

Guiding principles

Practices

Problems are not related to incidents.

Problems must be resolved quickly in order to restore normal business activity.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

Excellent technical knowledge

Root cause analysis skills

Demonstration of emotional intelligence

Knowledge of telephony technology

Change enablement

Release management

Deployment management

IT asset management

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers

Service-based SLA view

Wholesale customer view

Retail customer view

Supporting services view

To maximize the number of successful service and product changes

To ensure accurate information about the configuration of services is available

To set clear business-based targets for service levels

To ensure that suppliers and their performance are managed appropriately

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To be the entry point and single point of contact for the service provider with all of its users

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels