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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices	30%	- Service management practices 1. Incident management 2. Deployment management 3. Service desk 4. Problem management 5. Service request management 6. Service configuration management 7. Change enablement - General management practices 1. Information security management 2. Continual improvement 3. Supplier management 4. Relationship management 5. Service level management
Topic 2: Four Dimensions of Service Management	15%	- Information and technology - Value streams and processes - Organizations and people - Partners and suppliers
Topic 3: ITIL Guiding Principles	20%	- Focus on value - Keep it simple and practical - Start where you are - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically
Topic 4: Service Management Concepts	15%	- Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks
Topic 5: ITIL Service Value System	20%	- Governance - Continual improvement - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

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ITIL 4 Foundation Exam Sample Questions (Q52-Q57):

NEW QUESTION # 52
Which is a purpose of the 'relationship management' practice?

A. To identify, analyze, monitor, and continually improve links with stakeholders
B. To be the entry point and single point of contact for the service provider with all of its users
C. To systematically observe services and service components
D. To protect the information needed by the organization to conduct its business

Answer: A

Explanation:
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-
4/

NEW QUESTION # 53
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

A. Star: where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical

Answer: D

Explanation:
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0
Don't over-engineer solutions. Think about what you can do now.
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).

NEW QUESTION # 54
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

Answer: C

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

NEW QUESTION # 55
Which is an input to the service value system?

A. Recommendations to help an organization in all aspects of its work
B. A model to help meet stakeholders expectations
C. A need from consumers for new or changes services
D. The system of directing and controlling an organization

Answer: C

Explanation:
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20otherwise%20improve%20the%20organization.

NEW QUESTION # 56
What is the CORRECT definition of service management?

A. The capability of service providers to minimize their costs without reducing the value of the services
B. The capability of supplier to deliver services to providers in exchange for money
C. A set of specialized organizational capabilities for delivering value to customers in the form of services
D. A set of specialized assets for transitioning services into the live operational environment

Answer: C

NEW QUESTION # 57
......

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