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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q57-Q62):

                          NEW QUESTION # 57
                          Which practice may involve the initiation of disaster recovery?

                          Answer: B


                          NEW QUESTION # 58
                          What should be done for every problem?

                          Answer: D


                          NEW QUESTION # 59
                          Where should all master copies of controlled software and documentation be stored?

                          Answer: C


                          NEW QUESTION # 60
                          What is an incident?

                          Answer: B


                          NEW QUESTION # 61
                          What is NOT within the scope of service catalogue management?

                          Answer: A


                          NEW QUESTION # 62
                          ......

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