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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Understand the four dimensions of service management	15-20%	- Information and technology - Overview of the four dimensions - Organizations and people - Partners and suppliers - Value streams and processes
Understand the key concepts of service management	15-20%	- Organize and deliver value with services - Key concepts of the service relationship - Key concepts of creating value with services
Understand how the ITIL framework guides the organization	15-20%	- Nature and use of the ITIL guiding principles - Other frameworks and methods - The ITIL principles in detail
Understand the key ITIL practices	30-35%	- Supplier management practices - Incident management and request fulfillment practices - Service desk practice - Relationship management practices - Service level management practices - Service configuration management practices - Continual improvement practices
Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand - The service value chain

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최신 ITIL 4 ITIL-4-Foundation 무료샘플문제 (Q119-Q124):

질문 # 119
Which is a purpose of the 'service desk' practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by ensuring risks are properly assessed
C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance

정답：C

질문 # 120
How are target resolution times used in the 'incident management' practice?

A. They are scheduled, assessed and authorized to reduce the risk of service failures
B. They are agreed, documented, and communicated to help set user expectations
C. They are established, reviewed, and reported to ensure that customers are happy with the service
D. They are initiated, approved, and managed to ensure that predictable responses are achieved

정답：B

질문 # 121
When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the problem is prioritized
D. Whenever the workaround becomes a known error

정답：A

질문 # 122
Which statement about the 'four Ps' of service design is CORRECT?

A. Processes refers to skill and training
B. People refers to technology and tools
C. Products refers to producers and metrics
D. Partners refers to suppliers and vendors

정답：D

질문 # 123
Which statement about IT service management is CORRECT?

A. It is performed by IT service providers using a mix of suppliers and their products
B. It is performed by IT service providers using a mix of people, process and technology
C. It is performed by customers using a mix of IT systems, services and processes
D. It is performed by the service desk using a mix of people, process and technology

정답：B

질문 # 124
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