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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the key ITIL practices	30-35%	- Continual improvement practices - Incident management and request fulfillment practices - Relationship management practices - Supplier management practices - Service desk practice - Service configuration management practices - Service level management practices
Topic 2: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods
Topic 3: Understand the four dimensions of service management	15-20%	- Overview of the four dimensions - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology
Topic 4: Understand the key concepts of service management	15-20%	- Organize and deliver value with services - Key concepts of creating value with services - Key concepts of the service relationship
Topic 5: Understand the purpose and effects of the service value system	15-20%	- Opportunity and demand - The service value chain - The ITIL practices in the service value chain - Overview of the service value system

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ITIL 4 Foundation Exam Sample Questions (Q67-Q72):

NEW QUESTION # 67
When should a workaround be created?

A. When a problem cannot be resolved quickly
B. As soon as possible, once the incident is logged
C. After the resolution of a problem
D. When a potential permanent solution has been identified

Answer: A

Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/

NEW QUESTION # 68
Which practice conducts reviews to validate that services are covering the needs of the customer?

A. Change enablement
B. Service desk
C. Monitoring and event management
D. Service level management

Answer: D

Explanation:
The purpose of the service level management practice is 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 targets1. This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 7.

NEW QUESTION # 69
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

A. relationships
B. services
C. organizations
D. outcomes

Answer: B

Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/

NEW QUESTION # 70
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A. Service desk
B. Monitoring and event management
C. IT asset management
D. Service configuration management

Answer: D

NEW QUESTION # 71
Which does the ITIL service value system discourage?

A. Organizational agility
B. Coordinated authorities and responsibilities
C. Organizational silos
D. Interfaces among practices

Answer: C

Explanation:
Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/

NEW QUESTION # 72
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