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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the four dimensions of service management	15-20%	- Overview of the four dimensions - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes
Topic 2: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 3: Understand the key ITIL practices	30-35%	- Continual improvement practices - Service level management practices - Incident management and request fulfillment practices - Service desk practice - Service configuration management practices - Supplier management practices - Relationship management practices
Topic 4: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods
Topic 5: Understand the purpose and effects of the service value system	15-20%	- The service value chain - Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand

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Exam ITIL-4-Foundation Topic - 100% Professional Questions Pool

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ITIL 4 Foundation Exam Sample Questions (Q106-Q111):

NEW QUESTION # 106
Which of the following terms is more suitable to describe the functionality of a service?

A. Utility
B. Output
C. Outcome
D. Warranty

Answer: A

Explanation:
Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1. Utility is one of the two elements of service value, along with warranty2. References: ITIL Foundation - ITIL 4 Edition, page 4; ITIL 4 - A Pocket Guide, page 14.

NEW QUESTION # 107
Which service level metrics are BEST for measuring user experience?

A. Metrics linked to defined outcomes
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Single system-based metrics

Answer: A

NEW QUESTION # 108
Which is a financially valuable component that can contribute to the delivery of a service?

A. Configuration item
B. Service offering
C. Sponsor
D. IT asset

Answer: D

Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a

NEW QUESTION # 109
Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management
B. Change enablement
C. Service request management
D. Problem management

Answer: A

NEW QUESTION # 110
How should the workflow for a new service request be designed?

A. Leverage existing workflows whenever possible
B. Use a single workflow for all types of service request
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests

Answer: A

NEW QUESTION # 111
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