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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Four Dimensions of Service Management	20%	- Value Streams and Processes - Information and Technology - Partners and Suppliers - Organizations and People
ITIL Guiding Principles	25%	- Focus on Value - Think and Work Holistically - Keep It Simple and Practical - Progress Iteratively with Feedback - Optimize and Automate - Start Where You Are - Collaborate and Promote Visibility
ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain
ITIL Practices Overview	15%	- Incident Management - Problem Management - Service Level Management - Service Desk - Change Enablement
Service Management Key Concepts	25%	- Service Relationships and Stakeholders - Value and Value Co-creation

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ITIL 4 Foundation Exam Sample Questions (Q47-Q52):

NEW QUESTION # 47
Which Practice includes management of workarounds and known errors?

A. Monitoring and event management
B. Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
C. Problem management
D. Service configuration management

Answer: C

NEW QUESTION # 48
Which term is used to describe removing something that could have an effect on a service?

A. A problem
B. An IT asset
C. An incident
D. A change

Answer: D

Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%
20indirect%20effect%20on%20services.

NEW QUESTION # 49
Which practice needs people who understand complex systems and have creative and analytical skills?

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

Answer: C

NEW QUESTION # 50
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

A. process
B. measurement
C. tools
D. plans

Answer: B

NEW QUESTION # 51
What describes the steps needed to create and deliver a specific service to a consumer?

A. Service management
B. Practices
C. A value stream
D. Service level management

Answer: C

NEW QUESTION # 52
......

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