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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q32-Q37):

                          NEW QUESTION # 32
                          Which describes an unresolved problem which has been already analysed?

                          Answer: D

                          Explanation:
                          A known error is a problem that has been analysed but not resolved1. This means that the root cause of the problem has been identified, but a permanent solution has not been implemented yet2. A known error can be recorded in a known error database (KEDB) and linked to related incidents and problems3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 8.


                          NEW QUESTION # 33
                          Which statement about the steps to fulfill a service request is CORRECT?

                          Answer: C


                          NEW QUESTION # 34
                          What can be used to help determine the impact level of a problem?

                          Answer: C


                          NEW QUESTION # 35
                          Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

                          Answer: B

                          Explanation:
                          This dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. This dimension also incorporates contracts and other agreements between the organization and its partners or suppliers2.


                          NEW QUESTION # 36
                          Which of the following terms is more suitable to describe the functionality of a service?

                          Answer: D

                          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 # 37
                          ......

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