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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q79-Q84):

NEW QUESTION # 79
Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A. Meeting stakeholder expectations
B. Understanding stakeholder needs
C. Understanding the organization's vision
D. Ensuring service components are available

Answer: A

Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

NEW QUESTION # 80
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A. Continual service improvementD18912E1457D5D1DDCBD40AB3BF70D5D
B. Service strategy
C. Service operation
D. Service transition

Answer: A

NEW QUESTION # 81
Which should be handled by 'service request management'?

A. A request to change a target in a service level agreement
B. A request to resolve an error in a service
C. A request to implement a security patch
D. A request to provide a laptop

Answer: D

Explanation:
Reference: https://www.atlassian.com/itsm/service-request-management

NEW QUESTION # 82
What describes how components and activities work together to facilitate value creation?

A. The ITIL guiding principles
B. The four dimensions of service management
C. The ITIL service value system
D. A service relationship

Answer: C

NEW QUESTION # 83
Which action is performed by a service provider?

A. Authorizing budget for service consumption
B. Ensuring access to agreed resources
C. Receiving of the agreed goods
D. Requesting required service actions

Answer: D

Explanation:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts

NEW QUESTION # 84
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