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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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

NEW QUESTION # 11
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?

A. Service request management
B. Change enablement
C. incident management
D. Continual improvement

Answer: D

NEW QUESTION # 12
What is the value of a service?

A. The amount of money that is created or saved for the service consumers by using the service.
B. The benefits, usefulness, or importance of the service, as perceived by the stakeholders
C. A result for a stakeholder enabled by the outputs of the service
D. A tangible or intangible deliverable of the service

Answer: B

NEW QUESTION # 13
Which service request management decisions require that policies are established'?

A. Deciding when workarounds should be used
B. Deciding how degradations of service are resolved
C. Deciding which service requests require approval
D. Deciding how to handle service requests where the steps are unknown

Answer: C

NEW QUESTION # 14
Which statement about outcomes is CORRECT?

A. Helping service consumers achieve outcomes reduces service provider costs
B. Outcomes are one or more services that fulfill the needs of a service consumer
C. Outcomes help service consumers achieve outputs
D. Service providers help service consumers achieve outcomes

Answer: D

NEW QUESTION # 15
What should be used to set user expectations for request fulfillment times?

A. The time needed to realistically deliver the service
B. The consumer demand for the service
C. The time that the customer indicates for service delivery
D. The service levels of the supplier

Answer: A

NEW QUESTION # 16
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