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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices Overview	15%	- Change Enablement - Service Level Management - Service Desk - Problem Management - Incident Management
Topic 2: ITIL Guiding Principles	25%	- Focus on Value - Collaborate and Promote Visibility - Think and Work Holistically - Start Where You Are - Optimize and Automate - Keep It Simple and Practical - Progress Iteratively with Feedback
Topic 3: Four Dimensions of Service Management	20%	- Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology
Topic 4: ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain
Topic 5: Service Management Key Concepts	25%	- Value and Value Co-creation - Service Relationships and Stakeholders

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ITIL 4 Foundation Exam Sample Questions (Q20-Q25):

NEW QUESTION # 20
Why should some service requests be fulfilled with no additional approvals?

A. To set user expectations for fulfillment times
B. To ensure that spending is properly accounted for
C. To streamline the fulfillment workflow
D. To ensure that information security requirements are met

Answer: C

NEW QUESTION # 21
Which BEST describes the purpose of the 'improve' value chain activity?

A. To ensure a shared understanding of the vision and improvement direction for all products and services
B. To make new and improved services and features available for use
C. To organize a major improvement initiative into several smaller initiatives
D. To continually improve all products and services across all value chain activities

Answer: D

Explanation:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
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20management.%E2%80%9D

NEW QUESTION # 22
What is MOST LIKELY to be handled as a service request?

A. The implementation of a workaround
B. Providing a virtual server for a development team
C. Managing an interruption to a service
D. An emergency change to apply a security patch

Answer: B

Explanation:
Explanation
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.

NEW QUESTION # 23
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. outcomes
B. costs
C. outputs
D. risks

Answer: A

NEW QUESTION # 24
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
[?]
are managed appropriately to support the seamless provision of quality products and services.

A. costs
B. performances
C. value
D. users

Answer: B

NEW QUESTION # 25
......

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