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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q31-Q36):

                          NEW QUESTION # 31
                          Which practice owns and manages issues, queries and requests from users?

                          Answer: D


                          NEW QUESTION # 32
                          What is a definition of a service improvement plan (SIP)?

                          Answer: A


                          NEW QUESTION # 33
                          When should a workaround be created?

                          Answer: A

                          Explanation:
                          Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/


                          NEW QUESTION # 34
                          Which practice guarantees that users have a range of access channels to choose from to report problems?

                          Answer: D


                          NEW QUESTION # 35
                          What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

                          Answer: A


                          NEW QUESTION # 36
                          ......

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