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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Guiding Principles	20%	- Keep it simple and practical - Focus on value - Start where you are - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback
Topic 2: Four Dimensions of Service Management	15%	- Information and technology - Value streams and processes - Partners and suppliers - Organizations and people
Topic 3: Service Management Concepts	15%	- Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services
Topic 4: ITIL Service Value System	20%	- Continual improvement - Overview and purpose - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
Topic 5: ITIL Practices	30%	- Service management practices 1. Incident management 2. Problem management 3. Service desk 4. Change enablement 5. Service configuration management 6. Service request management 7. Deployment management - General management practices 1. Continual improvement 2. Service level management 3. Supplier management 4. Information security management 5. Relationship management

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ITIL 4 Foundation Exam Sample Questions (Q113-Q118):

NEW QUESTION # 113
Which statement about the steps to fulfill a service request is CORRECT?

A. They should be well-known and proven
B. They should include incident handling
C. They should be brief and simple
D. They should be complex and detailed

Answer: A

NEW QUESTION # 114
Which practice would help a user gain access to an application that they need to use?

A. Service level management
B. Service configuration management
C. Change enablement
D. Service request management

Answer: C

NEW QUESTION # 115
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

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

Answer: D

NEW QUESTION # 116
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Problem management
B. Service configuration management
C. Service desk
D. Deployment management

Answer: C

NEW QUESTION # 117
How should an organization adopt continual improvement methods?

A. Select a single method for all improvements that the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Use a new method for each improvement the organization handles

Answer: B

NEW QUESTION # 118
......

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