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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q42-Q47):

NEW QUESTION # 42
Which is an activity of the 'incident management" practice?

A. Providing good-quality updates when expected
B. Assessing and prioritizing improvement opportunities
C. Automating service requests to the greatest degree possible
D. Performing service reviews with customers

Answer: B

NEW QUESTION # 43
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A. Re-use nothing from the current state
B. Understand that fast does not mean incomplete
C. Adopt a practice which is easy to follow
D. Communicate so that the audience will hear

Answer: C

Explanation:
The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.

NEW QUESTION # 44
What considerations influence the supplier strategy of an organization?

A. Type of cooperation with suppliers
B. Contracts and agreements
C. Corporate culture of the organization
D. Level of formality

Answer: C

NEW QUESTION # 45
Which of these activities is carried out as part of 'problem management'?

A. Creating incident records
B. Trend analysis of incident records
C. Escalating incidents to a support team for resolution
D. Diagnosing and resolving incidents

Answer: B

NEW QUESTION # 46
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

A. Focus on value
B. Keep is simple and practical
C. Start where you are
D. Progress iteratively with feedback

Answer: C

NEW QUESTION # 47
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