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

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ITIL 4 Foundation Exam Sample Questions (Q109-Q114):

NEW QUESTION # 109
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Initiate, approve, fulfill
B. Acknowledge, classify, own
C. Diagnose, investigate, resolve
D. Schedule, assess, authorize

Answer: A

NEW QUESTION # 110
What is defined as an unplanned interruption or reduction in the quality of a service?

A. A change
B. An incident
C. A problem
D. An event

Answer: B

NEW QUESTION # 111
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A. Relationship management
B. Service desk
C. Monitoring and event management
D. Service level management

Answer: B

NEW QUESTION # 112
What is a user?

A. The role that uses services
B. The role that authorizes budget for service consumption
C. The role that defines the requirements for a service
D. The role that directs and controls an organization

Answer: A

Explanation:
A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL\ 4 - A Pocket Guide, page 18.

NEW QUESTION # 113
Which is described by the 'organizations and people' dimension of service management?

A. Contracts and agreement
B. Inputs and outputs
C. Communication and collaboration
D. Workflows and controls

Answer: C

Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4

NEW QUESTION # 114
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