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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
ITIL Service Value System (SVS)15%- Practices Overview
- Governance
- Service Value Chain
ITIL Practices Overview15%- Service Desk
- Service Level Management
- Problem Management
- Change Enablement
- Incident Management
ITIL Guiding Principles25%- Keep It Simple and Practical
- Optimize and Automate
- Focus on Value
- Start Where You Are
- Collaborate and Promote Visibility
- Progress Iteratively with Feedback
- Think and Work Holistically
Four Dimensions of Service Management20%- Organizations and People
- Value Streams and Processes
- Partners and Suppliers
- Information and Technology
Service Management Key Concepts25%- Service Relationships and Stakeholders
- Value and Value Co-creation

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ITIL 4 Foundation Exam Sample Questions (Q52-Q57):

NEW QUESTION # 52
What should be done for every problem?

Answer: C


NEW QUESTION # 53
What is a user?

Answer: A

Explanation:
A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL\ 4 - A Pocket Guide, page 18.


NEW QUESTION # 54
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

Answer: B

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-level-management/


NEW QUESTION # 55
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 performances are [?] appropriately to support the seamless provision of quality products and services.

Answer: B


NEW QUESTION # 56
Which practice may involve the initiation of disaster recovery?

Answer: C


NEW QUESTION # 57
......

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