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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q33-Q38):

NEW QUESTION # 33
Which describes a standard change?

A. A high-risk change that needs very thorough assessment
B. A change that needs to be scheduled, assessed and authorized following a defined process
C. A change that is typically implemented as a service request
D. A change that must be implemented as soon as possible

Answer: C

NEW QUESTION # 34
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Improve
B. Deliver and support
C. Design and transition
D. Plan

Answer: D

NEW QUESTION # 35
What considerations influence the supplier strategy of an organization?

A. Contracts and agreements
B. Corporate culture of the organization
C. Type of cooperation with suppliers
D. Level of formality

Answer: B

NEW QUESTION # 36
Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Self-help
B. Disaster recovery plans
C. Target resolution times
D. Swarming

Answer: D

Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION # 37
Which practice's purpose includes creating closer more collaborative relationships?

A. Service configuration management
B. Information security management
C. Supplier management
D. Release management

Answer: C

NEW QUESTION # 38
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