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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
ITIL Service Value System20%- Overview and purpose
- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- Governance
- Continual improvement
ITIL Practices30%- Service management practices
  • 1. Change enablement
    • 2. Deployment management
      • 3. Incident management
        • 4. Service request management
          • 5. Problem management
            • 6. Service desk
              • 7. Service configuration management
                - General management practices
                • 1. Relationship management
                  • 2. Service level management
                    • 3. Supplier management
                      • 4. Continual improvement
                        • 5. Information security management
                          ITIL Guiding Principles20%- Progress iteratively with feedback
                          - Focus on value
                          - Start where you are
                          - Optimize and automate
                          - Keep it simple and practical
                          - Collaborate and promote visibility
                          - Think and work holistically
                          Service Management Concepts15%- Value, outcomes, costs and risks
                          - Products and services
                          - Service relationships: service providers, consumers, stakeholders
                          Four Dimensions of Service Management15%- Information and technology
                          - Partners and suppliers
                          - Value streams and processes
                          - Organizations and people

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                          ITIL 4 Foundation Exam Sample Questions (Q103-Q108):

                          NEW QUESTION # 103
                          When should a workaround be created?

                          Answer: C


                          NEW QUESTION # 104
                          What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

                          Answer: D

                          Explanation:
                          Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions


                          NEW QUESTION # 105
                          Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

                          Answer: D

                          Explanation:
                          Explanation
                          Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
                          Achieve its goals in delivering quality and cost effective services
                          Meet the needs of its customers
                          Satisfy the requirements of its stakeholders
                          https://www.bmc.com/blogs/itil-service-value-system/


                          NEW QUESTION # 106
                          Which will help solve incidents more quickly?

                          Answer: B


                          NEW QUESTION # 107
                          Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

                          Answer: B


                          NEW QUESTION # 108
                          ......

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