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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          Latest ITIL-4-Foundation Dumps Book - Lab ITIL-4-Foundation Questions

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                          ITIL 4 Foundation Exam Sample Questions (Q91-Q96):

                          NEW QUESTION # 91
                          What term is used to describe whether a service will meet availability, capacity and security requirements?

                          Answer: A


                          NEW QUESTION # 92
                          Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

                          Answer: A

                          Explanation:
                          The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
                          https://www.bmc.com/blogs/itil-incident-management/


                          NEW QUESTION # 93
                          Which ITIL 4 practice is primarily focused on supporting decision-making about the purchase, re-use, retirement, and disposal of IT assets?

                          Answer: D

                          Explanation:
                          In ITIL 4, the IT asset management practice is concerned with managing IT assets so that their value is maximized, and financial, legal, and operational risks are controlled. An IT asset is defined as any financially valuable component that can contribute to the delivery of a service.
                          The purpose of IT asset management includes:
                          * Making sure IT assets are used effectively
                          * Ensuring that IT assets are accounted for and controlled
                          * Supporting decision-making about purchase, re-use, retirement, and disposal of IT assets This matches option B exactly:
                          "Supporting decision-making about purchase, re-use, retirement, and disposal of assets." Why the other options are not correct:
                          * A. Moving assets to live or other environments for testing or stagingThis is part of deployment management, whose purpose is to move new or changed components to live or test environments.
                          * C. Making new and changed assets available for useThis relates more to release management and deployment management - getting releases into use and making them available to customers and users.
                          * D. Providing information on how assets are configured and the relationships between themThis is the core of service configuration management, which focuses on configuration items, their attributes, and relationships in configuration records (often stored in a CMDB or CMIS).
                          Therefore, B is correct because it reflects the core decision-support and lifecycle focus of IT asset management.
                          References (ITIL 4 Foundation):
                          * ITIL Foundation: ITIL 4 Edition - Practice guide overview, IT Asset Management (purpose and definition of IT assets)
                          * ITIL Foundation: ITIL 4 Edition - Summary of the 15 ITIL practices


                          NEW QUESTION # 94
                          What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

                          Answer: D

                          Explanation:
                          Explanation
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                          NEW QUESTION # 95
                          Which dimension considers how knowledge assets should be protected?

                          Answer: B


                          NEW QUESTION # 96
                          ......

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