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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q72-Q77):

NEW QUESTION # 72
Which action is performed by a service provider?

A. Requesting required service actions
B. Receiving of the agreed goods
C. Authorizing budget for service consumption
D. Ensuring access to agreed resources

Answer: D

Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts

NEW QUESTION # 73
What is the purpose of the 'relationship management' practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To support the agreed quality of a service handling all agreed, userinitiated service requests
C. To align the organization's practices and services with changing business needs
D. To set clear business-based targets for service performance

Answer: A

NEW QUESTION # 74
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A. Collaborate and promote visibility
B. Focus on value
C. Progress iteratively with feedback
D. Optimize and automate

Answer: C

NEW QUESTION # 75
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 2 and 3
B. 1 and 4
C. 3 and 4
D. 1 and 2

Answer: B

NEW QUESTION # 76
Which is a use of a continual improvement register?

A. Selecting the right method, model or technique for identifying improvements
B. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group

Answer: C

NEW QUESTION # 77
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