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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q16-Q21):

NEW QUESTION # 16
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

A. Service request management
B. Incident management
C. Service level management
D. Change enablement

Answer: D

NEW QUESTION # 17
Which statement about outcomes is CORRECT9

A. Outcomes provide assurance to stakeholders on how a service performs
B. Outcomes enable products to be delivered to a stakeholder
C. An outcome defines the amount of money spent on technology for a service
D. An outcome depends on at least one output to deliver a result

Answer: D

NEW QUESTION # 18
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be written using language and terms which all parties will understand
C. They should be based on system-based metrics which are useful to the service provider
D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

Answer: B

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%
20metrics.

NEW QUESTION # 19
For which purpose would the continual improvement practice use a SWOT analysis?

A. Understanding the current state
B. Tracking and managing ideas
C. Ensuring everyone actively participates
D. Defining the future desired state

Answer: A

Explanation:
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION # 20
Which is an example of a service request?

A. A request to implement a security patch
B. A request for normal operation to be restored
C. A request to investigate the cause of an incident
D. A request for access to a file

Answer: D

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

NEW QUESTION # 21
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