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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices Overview	15%	- Incident Management - Change Enablement - Service Level Management - Problem Management - Service Desk
Topic 2: Four Dimensions of Service Management	20%	- Partners and Suppliers - Organizations and People - Value Streams and Processes - Information and Technology
Topic 3: ITIL Service Value System (SVS)	15%	- Governance - Practices Overview - Service Value Chain
Topic 4: Service Management Key Concepts	25%	- Value and Value Co-creation - Service Relationships and Stakeholders
Topic 5: ITIL Guiding Principles	25%	- Start Where You Are - Optimize and Automate - Progress Iteratively with Feedback - Think and Work Holistically - Keep It Simple and Practical - Collaborate and Promote Visibility - Focus on Value

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ITIL 4 Foundation Exam Sample Questions (Q45-Q50):

NEW QUESTION # 45
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A. Organizations and people
B. Value streams and processes
C. Partners and suppliers
D. Information and technology

Answer: C

Explanation:
This dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. This dimension also incorporates contracts and other agreements between the organization and its partners or suppliers2.

NEW QUESTION # 46
What is warranty?

A. Assurance that a product or service will meet agreed requirements
B. The functionality offered by a product or service to meet a particular need
C. The perceived benefits, usefulness and importance of something
D. The amount of money spent on a specific activity or resource

Answer: A

NEW QUESTION # 47
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Answer: B

NEW QUESTION # 48
Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using an agreement between the service provider and service supplier
D. Using single-system-based metrics that relate to outputs

Answer: B

NEW QUESTION # 49
What is the purpose of the 'monitoring and event management' practice?

A. To restore normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To systematically observe services and service components
D. To manage workarounds and known errors

Answer: C

NEW QUESTION # 50
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