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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q63-Q68):

                          NEW QUESTION # 63
                          Which TWO types of competence are MOST important 'or service desk staff?
                          1. Knowledge of business processes
                          2. Collaboration skills
                          3. Advanced technical knowledge
                          4. Workflow design skills

                          Answer: B


                          NEW QUESTION # 64
                          For which purpose would the continual improvement practice use a SWOT analysis?

                          Answer: B


                          NEW QUESTION # 65
                          What type of chance is often used for resolving incidents or implementing security patches?

                          Answer: D


                          NEW QUESTION # 66
                          Which practice performs reviews to ensure that services continue to meet the needs of the customers?

                          Answer: A

                          Explanation:
                          Explanation
                          To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
                          https://www.bmc.com/blogs/itil-management-practices/


                          NEW QUESTION # 67
                          When should a workaround be created?

                          Answer: B


                          NEW QUESTION # 68
                          ......

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