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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q116-Q121):

NEW QUESTION # 116
Why should a service level agreement include bundles of metrics?

A. To reduce the number of metrics that need to be measured and reported
B. To help focus on business outcomes, rather than operational result.
C. To ensure that the service levels have been agreed with customers
D. To ensure that all services are included in the service reports

Answer: B

Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%
20business%20outcomes.

NEW QUESTION # 117
Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A. Understanding the organization's vision
B. Meeting stakeholder expectations
C. Understanding stakeholder needs
D. Ensuring service components are available

Answer: B

Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

NEW QUESTION # 118
What is a problem that has been analysed but has not been resolved?

A. Known error
B. Incident
C. Workaround
D. Event

Answer: A

NEW QUESTION # 119
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A. Service desk
B. Service request management
C. Continual management
D. Problem management

Answer: A

Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%

NEW QUESTION # 120
Which term describes the functionality offered by a service?

A. cost
B. Utility
C. Risk
D. Warranty

Answer: B

NEW QUESTION # 121
......

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