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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q55-Q60):

NEW QUESTION # 55
What is an IT asset?

A. A request from a user mat initiates a service action
B. Any component that needs to be managed in order to deliver a service
C. The removal of anything that could have a direct or indirect effect on services
D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D

NEW QUESTION # 56
What is the purpose of service level management?

A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
B. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
C. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
D. To ensure that all current and planned IT services are delivered to agreed achievable targets.

Answer: D

NEW QUESTION # 57
What is the purpose of the 'deployment management' practice?

A. To make new and changed services and features available for use
B. To plan and manage the full lifecycle of all IT assets.
C. To move new or changed components to live environments
D. To protect the information needed by the organization to conduct its business

Answer: C

NEW QUESTION # 58
Which service level metrics are BEST for measuring user experience?

A. Metrics for the percentage of uptime of a service
B. Single system-based metrics
C. Operational metrics
D. Metrics linked to defined outcomes

Answer: D

NEW QUESTION # 59
Which of these should be logged and managed as a problem?

A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: C

NEW QUESTION # 60
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