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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand how the ITIL framework guides the organization	15-20%	- Other frameworks and methods - Nature and use of the ITIL guiding principles - The ITIL principles in detail
Topic 2: Understand the key ITIL practices	30-35%	- Service desk practice - Continual improvement practices - Service configuration management practices - Relationship management practices - Supplier management practices - Service level management practices - Incident management and request fulfillment practices
Topic 3: Understand the four dimensions of service management	15-20%	- Organizations and people - Value streams and processes - Overview of the four dimensions - Information and technology - Partners and suppliers
Topic 4: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 5: Understand the purpose and effects of the service value system	15-20%	- The ITIL practices in the service value chain - Overview of the service value system - The service value chain - Opportunity and demand

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ITIL 4 Foundation Exam Sample Questions (Q112-Q117):

NEW QUESTION # 112
Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals
B. Separating requests relating to service failures from the degradation of services
C. Eliminating service requests which have complex workflows
D. Creating new workflows for every service request

Answer: A

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/

NEW QUESTION # 113
Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Progress interactively with feedback
C. Start where you are
D. Keep it simple and practical

Answer: C

NEW QUESTION # 114
What is a problem?

A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service

Answer: C

NEW QUESTION # 115
Which service value chain activity deals with the purchase of new products?

A. Obtain/build
B. Engage
C. Plan
D. Improve

Answer: A

Explanation:
Explanation
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION # 116
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.

A. outcomes
B. IT assets
C. services
D. organizations

Answer: B

Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL4 - A Pocket Guide, page 36; ITIL4 Practice Guide: Service Configuration Management, page 7.

NEW QUESTION # 117
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