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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q63-Q68):

NEW QUESTION # 63
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

A. Service consumption
B. The service value system
C. The release management' practice
D. Service relationship management

Answer: B

Explanation:
Explanation
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services
Meet the needs of its customers
Satisfy the requirements of its stakeholders
https://www.bmc.com/blogs/itil-service-value-system/

NEW QUESTION # 64
What should be considered as part of the 'partners and suppliers' dimension?

A. The information created, managed and used in the course of service provision and consumption
B. The required skills and competencies of teams and individual members of the organization
C. The activities, workflows, controls and procedures needed to achieve the agreed objectives
D. The level of integration and formality involved in the relationships between organizations

Answer: D

NEW QUESTION # 65
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Initiate, approve, fulfill
B. Schedule, assess, authorize
C. Diagnose, investigate, resolve
D. Acknowledge, classify, own

Answer: A

NEW QUESTION # 66
Which statement about the 'continual improvement model' is CORRECT?

A. The low of the model helps organizations to link improvements to its goals
B. Organizations should use an additional model or method to link improvements to customer value
C. Organizations should work through the steps of the model in the sequence in which they are presented
D. The model is applicable to only certain parts of the service value system

Answer: C

NEW QUESTION # 67
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

A. Business objectives
B. Improvement plans
C. KPI reports
D. Assessment results

Answer: C

NEW QUESTION # 68
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