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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q106-Q111):

NEW QUESTION # 106
What can a service remove from the consumer and impose on the consumer?

A. Outcome
B. Cost
C. Asset
D. Utility

Answer: B

NEW QUESTION # 107
What type of change is often used for resolving incidents or implementing security patches?

A. Change model
B. Emergency change
C. Standard change
D. Normal change

Answer: B

Explanation:
Explanation
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/

NEW QUESTION # 108
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C. They should be written using language and terms which all parties will understand
D. They should be based on system-based metrics which are useful to the service provider

Answer: C

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA

NEW QUESTION # 109
What is the purpose of service level management?

A. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
B. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
C. To ensure that all current and planned IT services are delivered to agreed achievable targets.
D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

Answer: C

NEW QUESTION # 110
Which activity is NOT recommended by the start where you are' guiding principle?

A. Discarding existing processes before assessing their usefulness
B. Applying risk management when considering to introduce new processes
C. Involving people who are not familiar with a service when observing and assessing its activities
D. Using source data to avoid any unintentional data distortion found in reports

Answer: A

NEW QUESTION # 111
......

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