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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Understand the key ITIL practices30-35%- Continual improvement practices
- Service desk practice
- Relationship management practices
- Service configuration management practices
- Supplier management practices
- Incident management and request fulfillment practices
- Service level management practices
Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- Other frameworks and methods
- The ITIL principles in detail
Understand the purpose and effects of the service value system15-20%- Overview of the service value system
- The ITIL practices in the service value chain
- The service value chain
- Opportunity and demand
Understand the key concepts of service management15-20%- Organize and deliver value with services
- Key concepts of creating value with services
- Key concepts of the service relationship
Understand the four dimensions of service management15-20%- Overview of the four dimensions
- Partners and suppliers
- Value streams and processes
- Organizations and people
- Information and technology

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ITIL 4 Foundation Exam Sample Questions (Q79-Q84):

NEW QUESTION # 79
Which of the four dimensions' focuses on roles responsibilities and systems of authority?

Answer: C

Explanation:
Organizations and people is one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension focuses on the roles, responsibilities, and systems of authority that are needed to deliver and support services2. This dimension also covers the culture, skills, competencies, and collaboration of the people involved in service management3. References: ITIL Foundation - ITIL 4 Edition, page 8; ITIL4 - A Pocket Guide, page 19; ITIL4 Practice Guide:
Organizational Change Management, page 7.


NEW QUESTION # 80
Which practice is responsible for moving new or changed components to live or other environments?

Answer: A


NEW QUESTION # 81
Which practice has a purpose that includes managing authentication and non-repudation?

Answer: B

Explanation:
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data.
Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
https://www.sciencedirect.com/topics/computer-science/nonrepudiation


NEW QUESTION # 82
How should an organization adopt continual improvement methods?

Answer: D


NEW QUESTION # 83
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Answer: A

Explanation:
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/


NEW QUESTION # 84
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