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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which activity is part of the 'continual improvement' practice?

A. Making business cases for improvement action
B. Authorizing changes to implement improvements
C. Identifying the cause of incidents and recommending related improvements
D. Logging and managing incidents that result in improvement opportunities

Answer: C

NEW QUESTION # 12
Which describes a set of defined steps for implementing improvements?

A. The 'continual improvement register'
B. The 'continual improvement model'
C. The 'improve' value chain activity
D. The 'engage' value chain activity

Answer: B

NEW QUESTION # 13
Which statement about the purpose or the Monitoring and event management practice is TRUE?

A. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
B. Systematically observe services and service components and record and report selected changes of state identified as events
C. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
D. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer: B

Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL4 - A Pocket Guide, page 31; ITIL4 Practice Guide: Monitoring and Event Management, page 7.

NEW QUESTION # 14
How does information about problems and known errors contribute to 'incident management'?

A. It enables the reassessment of known errors
B. It enables quick and efficient diagnosis of incidents
C. It removes the need for regular customer updates
D. It removes the need for collaboration during incident resolution

Answer: B

NEW QUESTION # 15
Which practice provides support for managing feedback, compliments and complaints from users?

A. Incident management
B. Service request management
C. Change control
D. Problem management

Answer: B

NEW QUESTION # 16
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