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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which process works with incident management to ensure that security breaches are detected and logged?

A. Access management
B. Service level management
C. Continual service improvement
D. Change management

Answer: A

NEW QUESTION # 78
Which is the FIRST action when optimizing a service?

A. Implement the improvement
B. Assess the current state
C. Agree the future state
D. Understand the organizational context

Answer: D

Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION # 79
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A. Service level management
B. Incident management
C. Service request management
D. Change management

Answer: B

Explanation:
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 # 80
What is the purpose of the 'deployment management' practice?

A. To set clear business-based targets for service performance
B. To ensure services achieve agreed and expected performance
C. To move new or changed components to live environments
D. To make new or changed services available for use

Answer: C

NEW QUESTION # 81
Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users
B. It requires co-operation of both the service provider and service consumer
C. It requires the service consumer to create resources for the service provider
D. It focuses on the fulfilment of the agreed service actions

Answer: B

NEW QUESTION # 82
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