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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Guiding Principles	20%	- Optimize and automate - Progress iteratively with feedback - Think and work holistically - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Start where you are
Topic 2: ITIL Practices	30%	- Service management practices 1. Service configuration management 2. Problem management 3. Incident management 4. Deployment management 5. Change enablement 6. Service desk 7. Service request management - General management practices 1. Information security management 2. Relationship management 3. Service level management 4. Continual improvement 5. Supplier management
Topic 3: Four Dimensions of Service Management	15%	- Partners and suppliers - Organizations and people - Information and technology - Value streams and processes
Topic 4: Service Management Concepts	15%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services
Topic 5: ITIL Service Value System	20%	- Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Continual improvement

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ITIL 4 Foundation Exam Sample Questions (Q111-Q116):

NEW QUESTION # 111
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.

A. information
B. utility
C. costs
D. warranty

Answer: C

NEW QUESTION # 112
When should a full risk assessment and authorization be carried out for a standard change?

A. When the procedure for the standard change is created
B. At least once a year
C. When an emergency change is requested
D. Each time the standard change is implemented

Answer: A

NEW QUESTION # 113
Which is the CORRECT explanation of the 'R' role in a RACI matrix?

A. This role has ownership of the end result
B. This role is involved in providing knowledge and input
C. This role ensures the flow of information to stakeholders
D. This role ensures that activities are executed correctly

Answer: A

NEW QUESTION # 114
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Customers
B. Developers
C. Suppliers
D. Relationship managers

Answer: A

Explanation:
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION # 115
What is an incident?

A. A result enabled by one or more outputs
B. A possible future event that could cause harm
C. The planned removal of an item that might affect a service
D. A service interruption resolved by the use of self-help tools

Answer: D

NEW QUESTION # 116
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