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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Service Value System20%- Governance
- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- Overview and purpose
- Continual improvement
Topic 2: ITIL Guiding Principles20%- Collaborate and promote visibility
- Think and work holistically
- Focus on value
- Start where you are
- Keep it simple and practical
- Optimize and automate
- Progress iteratively with feedback
Topic 3: Service Management Concepts15%- Products and services
- Service relationships: service providers, consumers, stakeholders
- Value, outcomes, costs and risks
Topic 4: ITIL Practices30%- Service management practices
  • 1. Service desk
    • 2. Change enablement
      • 3. Incident management
        • 4. Service request management
          • 5. Deployment management
            • 6. Problem management
              • 7. Service configuration management
                - General management practices
                • 1. Service level management
                  • 2. Supplier management
                    • 3. Relationship management
                      • 4. Continual improvement
                        • 5. Information security management
                          Topic 5: Four Dimensions of Service Management15%- Partners and suppliers
                          - Information and technology
                          - Organizations and people
                          - Value streams and processes

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                          ITIL 4 Foundation Exam Sample Questions (Q119-Q124):

                          NEW QUESTION # 119
                          Which of the four dimensions contributes MOST to defining activities needed to deliver services?

                          Answer: A

                          Explanation:
                          Explanation
                          Value Streams & Processes
                          The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
                          Value streams
                          A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
                          Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
                          Processes
                          A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
                          Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
                          https://www.bmc.com/blogs/itil-four-dimensions-service-management/


                          NEW QUESTION # 120
                          Identify the missing word(s) in the following sentence.
                          The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.

                          Answer: B

                          Explanation:
                          The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 7.


                          NEW QUESTION # 121
                          Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

                          Answer: C


                          NEW QUESTION # 122
                          Which is a purpose of the 'relationship management' practice?

                          Answer: B

                          Explanation:
                          Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-
                          4/


                          NEW QUESTION # 123
                          Which of these should be logged and managed as a problem?

                          Answer: B


                          NEW QUESTION # 124
                          ......

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