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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q112-Q117):

NEW QUESTION # 112
Why should incidents be prioritized?

A. To ensure that incidents with the highest business impact are resolved first
B. To identify which support team the incident should be escalated to
C. To help automated matching of incidents to problems or known errors
D. To encourage a high level of collaboration within and between teams

Answer: A

NEW QUESTION # 113
Which is a purpose of release management?

A. To protect the organization's information
B. To move hardware and software to live environments
C. To handle user-initiated service requests
D. To make new and changed services available for use

Answer: D

NEW QUESTION # 114
Which is an activity in the 'Problem control' phase of problem management?

A. Implementing a technical fix to resolve an issue
B. Documenting the steps in workaround
C. Re-assessing a known error to manage the ongoing impact.
D. Reviewing incident records to identity trends

Answer: B

Explanation:
Explanation
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20serv

NEW QUESTION # 115
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A. Start where you are
B. Think and work holistically
C. Progress iteratively with feedback
D. Collaborate and promote visibility

Answer: C

NEW QUESTION # 116
Which is an objective of the design coordination process?

A. To assess and evaluate all changes and their impact on service designs
B. To document the initial structure and relationship between services and customers
C. To produce service design packages and ensure they are handed over to service transition
D. To gather and document new service level requirements from the customer

Answer: C

Explanation:
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NEW QUESTION # 117
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