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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q60-Q65):

NEW QUESTION # 60
What can a change schedule be used for?

Answer: C

Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,proble


NEW QUESTION # 61
Which is an activity in the 'Problem control' phase of problem management?

Answer: D

Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.


NEW QUESTION # 62
What can be used to determine if a service is 'fit for purpose'?

Answer: C


NEW QUESTION # 63
Which practice conducts reviews to validate that services are covering the needs of the customer?

Answer: B

Explanation:
In ITIL 4, the service level management practice is responsible for:
* Setting clear, business-based targets for service performance
* Monitoring and reporting on service delivery
* Conducting regular reviews with customers and stakeholders
* Ensuring that services and service performance meet agreed needs and expectations Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities.
The other options have different focuses:
* Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance.
* Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized.
* Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs.
Because the described activity-conducting reviews to ensure services cover customer needs-is a core responsibility of service level management, the correct answer is B.


NEW QUESTION # 64
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Answer: C


NEW QUESTION # 65
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