ITIL-4-Foundation Verified Answers, ITIL-4-Foundation Mock Test

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Practices30%- Service management practices
  • 1. Change enablement
    • 2. Service configuration management
      • 3. Service desk
        • 4. Service request management
          • 5. Deployment management
            • 6. Problem management
              • 7. Incident management
                - General management practices
                • 1. Service level management
                  • 2. Relationship management
                    • 3. Supplier management
                      • 4. Continual improvement
                        • 5. Information security management
                          Topic 2: ITIL Service Value System20%- Governance
                          - Continual improvement
                          - Overview and purpose
                          - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
                          Topic 3: Service Management Concepts15%- Value, outcomes, costs and risks
                          - Products and services
                          - Service relationships: service providers, consumers, stakeholders
                          Topic 4: Four Dimensions of Service Management15%- Information and technology
                          - Partners and suppliers
                          - Organizations and people
                          - Value streams and processes
                          Topic 5: ITIL Guiding Principles20%- Keep it simple and practical
                          - Collaborate and promote visibility
                          - Think and work holistically
                          - Focus on value
                          - Progress iteratively with feedback
                          - Start where you are
                          - Optimize and automate

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                          ITIL 4 Foundation Exam Sample Questions (Q15-Q20):

                          NEW QUESTION # 15
                          Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

                          Answer: A


                          NEW QUESTION # 16
                          Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

                          Answer: C


                          NEW QUESTION # 17
                          Which statement about a service value stream is CORRECT?

                          Answer: C


                          NEW QUESTION # 18
                          When is the earliest that a workaround can be documented in 'problem management'?

                          Answer: B


                          NEW QUESTION # 19
                          Which practice has a purpose that involves creating closer, more collaborative relationships?

                          Answer: C

                          Explanation:
                          The purpose of the supplier management practice is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services1. This practice involves creating closer, more collaborative relationships with key suppliers to improve efficiency, effectiveness, and innovation2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 38.


                          NEW QUESTION # 20
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