Latest ITIL ITIL-4-Foundation Study Plan | ITIL-4-Foundation Exam Outline

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Guiding Principles	25%	- Think and Work Holistically - Focus on Value - Optimize and Automate - Start Where You Are - Keep It Simple and Practical - Progress Iteratively with Feedback - Collaborate and Promote Visibility
Topic 2: Service Management Key Concepts	25%	- Value and Value Co-creation - Service Relationships and Stakeholders
Topic 3: ITIL Practices Overview	15%	- Service Desk - Service Level Management - Problem Management - Change Enablement - Incident Management
Topic 4: Four Dimensions of Service Management	20%	- Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers
Topic 5: ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain

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ITIL-4-Foundation Exam Outline | ITIL-4-Foundation Reliable Test Bootcamp

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ITIL 4 Foundation Exam Sample Questions (Q27-Q32):

NEW QUESTION # 27
What is NOT within the scope of service catalogue management?

A. Interfaces between all services and supporting services
B. Interfaces between the service catalogue and service portfolio
C. Fulfilment of business service requests
D. Contribution to the definition of services

Answer: C

NEW QUESTION # 28
Which term is used to describe removing something that could have an effect on a service?

A. A problem
B. An IT asset
C. An incident
D. A change

Answer: D

Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indire

NEW QUESTION # 29
Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.

A. Known error
B. Event
C. Change
D. Problem

Answer: D

Explanation:
In ITIL 4 terminology, a problem is defined as the cause, or potential cause, of one or more incidents. Incident management deals with restoring service as quickly as possible, while problem management focuses on finding and addressing the underlying causes so that incidents do not recur.
* A problem is therefore directly associated with the cause behind one or more incidents, matching the wording in the sentence.
* A known error is a problem that has been analyzed and has a documented root cause and workaround; it is not simply "the cause or potential cause" but a further state of a problem.
* A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services, not specifically the cause of incidents.
* An event is any change of state that has significance for the management of a service or other configuration item; again, not defined as the cause of incidents.
Because ITIL 4 explicitly associates the phrase "cause, or potential cause, of one or more incidents" with problem, the correct answer is D.

NEW QUESTION # 30
Which is a use of the change schedule?

A. Creating change models
B. Deciding the approval authority for changes
C. Automating the change process
D. Assigning resources to changes

Answer: D

Explanation:
Reference: https://www.bmc.com/blogs/itil-change-enablement/

NEW QUESTION # 31
What is the purpose of the 'information security management1 practice?

A. To observe services and service components
B. To plan and manage the full lifecycle of all IT assets
C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D. To protect the information needed by the organization to conduct its business

Answer: D

NEW QUESTION # 32
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