How to Easily Pass the Exin ITIL Exam: Expert Advice

Organizations and people

Value streams and processes

Information and technology

Partners and suppliers

Incidents

Problems

Events

Requests

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Normal changes are triggered by the creation of a change request which can be created manually or automated

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

Changes to service levels

Changes to products and services

Changes to organizational structure

Changes to skills and competencies

Change evaluation

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Knowledge management

Service validation and testing

Service asset and configuration management

Self-service tools

Compliments and complaints

Processes and procedures

Incident management

Define measurable targets

Perform baseline assessments

Execute improvement actions

Evaluate measurements and metrics

Reduces the likelihood and impact of incidents

Ensures services are restored as soon as possible

Helps direct the incident to the correct support area

Determines how the service provider is perceived

It provides a link with stakeholders at strategic and tactical levels

It carries out change assessment and authorization

It investigates the cause of incidents

It needs a practical understanding of the business processes