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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Four Dimensions of Service Management20%- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Topic 2: ITIL Practices Overview15%- Service Level Management
- Problem Management
- Incident Management
- Service Desk
- Change Enablement
Topic 3: ITIL Guiding Principles25%- Think and Work Holistically
- Start Where You Are
- Optimize and Automate
- Focus on Value
- Keep It Simple and Practical
- Collaborate and Promote Visibility
- Progress Iteratively with Feedback
Topic 4: ITIL Service Value System (SVS)15%- Governance
- Service Value Chain
- Practices Overview
Topic 5: Service Management Key Concepts25%- Service Relationships and Stakeholders
- Value and Value Co-creation

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ITIL 4 Foundation Exam Sample Questions (Q54-Q59):

NEW QUESTION # 54
What are the KEY stakeholder groups mat service providers should cooperate with?

Answer: C

Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider's organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18; [ITIL 4 Practice Guide: Customer Relationship Management], page 7.


NEW QUESTION # 55
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Answer: B


NEW QUESTION # 56
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Answer: C

Explanation:
The first important step is identifying and managing all the stakeholder groups that an organization deals with.
The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
* Developers working with other internal teams
* Suppliers collaborating with the organization
* Relationship managers collaborating with service consumers
* Customers collaborating with each other
* Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/


NEW QUESTION # 57
Which organization delivers output or outcomes of a service?

Answer: C

Explanation:
Explanation
An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder enabled by one or more outputs1. A service provider produces outputs that allow customers to achieve outcomes2. A service consumer utilizes the outputs and benefits from the outcomes2.


NEW QUESTION # 58
Which statement about the 'optimize and automate' guiding principle is CORRECT?

Answer: B


NEW QUESTION # 59
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