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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles
Understand the key concepts of service management	15-20%	- Key concepts of creating value with services - Organize and deliver value with services - Key concepts of the service relationship
Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - The service value chain - Opportunity and demand - The ITIL practices in the service value chain
Understand the key ITIL practices	30-35%	- Continual improvement practices - Service configuration management practices - Supplier management practices - Incident management and request fulfillment practices - Relationship management practices - Service desk practice - Service level management practices
Understand the four dimensions of service management	15-20%	- Information and technology - Partners and suppliers - Value streams and processes - Organizations and people - Overview of the four dimensions

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ITIL 4 Foundation Exam Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which of the following is the MOST important 'or effective incident management?

A. A variety of access channels
B. Collaboration tools and techniques
C. Balanced scorecard review
D. Automated pipelines

Answer: B

NEW QUESTION # 79
Which of the following is NOT recommended by the guiding principle 'start where you are?

A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source

Answer: C

NEW QUESTION # 80
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding
principle.

A. plans
B. measurement
C. tools
D. process

Answer: B

NEW QUESTION # 81
What is an IT asset?

A. A request from a user that initiates a service action
B. The removal of anything that could have a direct or indirect effect on services
C. Any financially valuable component that can contribute to delivery of an IT product or service
D. Any component that needs to be managed in order to deliver a service

Answer: C

NEW QUESTION # 82
What are the ITIL guiding principles used for?

A. To direct and control an organization
B. To help an organization make good decisions
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization's performance continually meets stakeholders' expectations

Answer: B

NEW QUESTION # 83
......

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