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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which statement about the 'optimize and automate' guiding principle is CORRECT?

A. Activities should be automated before they are optimized
B. Automation frees human resources for more complex activities
C. Automation is best applied to non-standard tasks
D. Technology eliminates the need for human intervention

Answer: B

NEW QUESTION # 32
What is a service?

A. A tangible or intangible deliverable of an activity
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Answer: B

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

NEW QUESTION # 33
What is the purpose of the 'incident management' practice?

A. To capture demand for incident resolution and service requests
B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer: B

NEW QUESTION # 34
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other

A. 1 and 2
B. 2 and 3
C. 1 and 4
D. 3 and 4

Answer: C

NEW QUESTION # 35
Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers.
B. They allow service consumers to achieve a desired result.
C. They provide products to service providers based on outputs.
D. The co-create value for service providers by reducing costs and risks.

Answer: B

Explanation:
Explanation/Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm

NEW QUESTION # 36
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