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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Guiding Principles	25%	- Start Where You Are - Focus on Value - Progress Iteratively with Feedback - Keep It Simple and Practical - Collaborate and Promote Visibility - Optimize and Automate - Think and Work Holistically
Topic 2: Four Dimensions of Service Management	20%	- Organizations and People - Information and Technology - Partners and Suppliers - Value Streams and Processes
Topic 3: ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain
Topic 4: ITIL Practices Overview	15%	- Service Desk - Problem Management - Service Level Management - Change Enablement - Incident Management
Topic 5: Service Management Key Concepts	25%	- Service Relationships and Stakeholders - Value and Value Co-creation

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ITIL 4 Foundation Exam Sample Questions (Q93-Q98):

NEW QUESTION # 93
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. A normal change
B. An emergency change
C. A standard change
D. A change model

Answer: C

NEW QUESTION # 94
Which competencies are required by the 'service level management' practice?

A. Problem investigation and resolution
B. Balanced scorecard reviews and maturity assessment
C. Incident analysis and prioritization
D. Business analysis and commercial management

Answer: D

NEW QUESTION # 95
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be continually re-evaluated based on feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be designed before starting the initiative and implemented without feedback

Answer: A

NEW QUESTION # 96
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A. Organizations and people
B. Partners and suppliers
C. Value streams and processes
D. Information and technology

Answer: A

Explanation:
This dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. This dimension also incorporates contracts and other agreements between the organization and its partners or suppliers2.

NEW QUESTION # 97
Which statement about outcomes is CORRECT?

A. Outcomes are one or more services that fulfil the needs of a service consumer
B. Helping service consumers achieve outcomes reduces service provider costs
C. Outcomes help service consumers achieve outputs
D. Service providers help service consumers achieve outcomes

Answer: D

NEW QUESTION # 98
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