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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Service Management Concepts	15%	- Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks
ITIL Practices	30%	- General management practices 1. Supplier management 2. Service level management 3. Relationship management 4. Information security management 5. Continual improvement - Service management practices 1. Problem management 2. Deployment management 3. Service configuration management 4. Service request management 5. Incident management 6. Change enablement 7. Service desk
ITIL Guiding Principles	20%	- Optimize and automate - Start where you are - Think and work holistically - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Keep it simple and practical
ITIL Service Value System	20%	- Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement - Overview and purpose
Four Dimensions of Service Management	15%	- Value streams and processes - Organizations and people - Information and technology - Partners and suppliers

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ITIL 4 Foundation Exam Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which of the following statements about 'outcomes' is TRUE?

A. Outcomes provide assurance to stakeholders regarding the performance of a service
B. The level of expenses regarding a technology for a service is defined by an outcome
C. An outcome depends on at least one output to deliver a result
D. The delivery of products to a stakeholder is enabled by outcomes

Answer: C

Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.

NEW QUESTION # 12
Which dimension of service management considers the workflows and controls needed to deliver services?

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

Answer: C

NEW QUESTION # 13
Which value chain activity ensures that ongoing service activity meets user expectations?

A. Plan
B. Engage
C. Deliver and support
D. Obtain/build

Answer: B

NEW QUESTION # 14
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

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

Answer: D

NEW QUESTION # 15
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As a service request
B. As a change request
C. As an event
D. As a problem

Answer: D

NEW QUESTION # 16
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