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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q108-Q113):

                          NEW QUESTION # 108
                          A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

                          Answer: D

                          Explanation:
                          The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.


                          NEW QUESTION # 109
                          What is the value of a service?

                          Answer: B


                          NEW QUESTION # 110
                          Which guiding principle considers customer and user experience?

                          Answer: A


                          NEW QUESTION # 111
                          Which practice conducts reviews to validate that services are covering the needs of the customer?

                          Answer: D

                          Explanation:
                          In ITIL 4, the service level management practice is responsible for:
                          * Setting clear, business-based targets for service performance
                          * Monitoring and reporting on service delivery
                          * Conducting regular reviews with customers and stakeholders
                          * Ensuring that services and service performance meet agreed needs and expectations Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities.
                          The other options have different focuses:
                          * Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance.
                          * Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized.
                          * Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs.
                          Because the described activity-conducting reviews to ensure services cover customer needs-is a core responsibility of service level management, the correct answer is B.


                          NEW QUESTION # 112
                          Identify the missing word in the following sentence.
                          Sponsor is the role that authorizes budget for service [?)

                          Answer: B

                          Explanation:
                          Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
                          https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20


                          NEW QUESTION # 113
                          ......

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