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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Understand the purpose and effects of the service value system15-20%- Opportunity and demand
- The service value chain
- Overview of the service value system
- The ITIL practices in the service value chain
Topic 2: Understand the four dimensions of service management15-20%- Organizations and people
- Value streams and processes
- Information and technology
- Partners and suppliers
- Overview of the four dimensions
Topic 3: Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- The ITIL principles in detail
- Other frameworks and methods
Topic 4: Understand the key ITIL practices30-35%- Service level management practices
- Continual improvement practices
- Service desk practice
- Service configuration management practices
- Incident management and request fulfillment practices
- Relationship management practices
- Supplier management practices
Topic 5: Understand the key concepts of service management15-20%- Key concepts of the service relationship
- Key concepts of creating value with services
- Organize and deliver value with services

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ITIL 4 Foundation Exam Sample Questions (Q39-Q44):

NEW QUESTION # 39
Which helps to manage an incident when it is unclear which support team should be working on the incident?

Answer: B


NEW QUESTION # 40
Which is the FIRST thing to consider when focusing on value?

Answer: B

Explanation:
Explanation
When focusing on value, the first step is to know who are the customers and key stakeholders being served.
Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,va


NEW QUESTION # 41
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Answer: B


NEW QUESTION # 42
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

Answer: C

Explanation:
Explanation
ITIL defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.
https://www.bmc.com/blogs/itil-problem-management/


NEW QUESTION # 43
What can be described as an operating model for the creating and management of products and services?

Answer: C

Explanation:
Reference:
https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx


NEW QUESTION # 44
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