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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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

NEW QUESTION # 57
Where are the details of the required performance outcomes of a service denned?

A. Service components
B. Service requests
C. Service level agreements
D. Service offerings

Answer: C

NEW QUESTION # 58
Which guiding principle recommends assessing the current state and deciding what can be reused?

A. Progress iteratively with feedback
B. Start where you are
C. Focus on value
D. Collaborate and promote visibility

Answer: B

NEW QUESTION # 59
Which of the following statements about change authorization is CORRECT?

A. The technician making an emergency change can authorize such changes
B. Every time a standard change is requested a change authority is assigned
C. The change type and model is the basis for assigning the change authority
D. Ensuring that changes are authorized after their deployment is done by the change authority

Answer: C

Explanation:
The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:
* A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.
* An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.
* Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. References: ITIL Foundation - ITIL 4 Edition, page
16; ITIL 4 - A Pocket Guide, page 39; ITIL 4 Practice Guide: Change Enablement, page 7.

NEW QUESTION # 60
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Developers
B. Suppliers
C. Relationship managers
D. Customers

Answer: D

NEW QUESTION # 61
Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service warranty
B. Costs removed from the consumer are part of service consumption
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service utility

Answer: C

NEW QUESTION # 62
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