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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices Overview	15%	- Incident Management - Change Enablement - Problem Management - Service Level Management - Service Desk
Topic 2: Four Dimensions of Service Management	20%	- Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology
Topic 3: ITIL Guiding Principles	25%	- Start Where You Are - Collaborate and Promote Visibility - Progress Iteratively with Feedback - Focus on Value - Keep It Simple and Practical - Think and Work Holistically - Optimize and Automate
Topic 4: ITIL Service Value System (SVS)	15%	- Service Value Chain - Practices Overview - Governance
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 (Q65-Q70):

NEW QUESTION # 65
What are guiding principles?

A. A set of specialized organizational capabilities for enabling value for customers
B. A set of interconnected activities that help an organization deliver a valuable service
C. Recommendations that help an organization when adopting a service management approach
D. A description of one or more services that help address the needs of a target consumer group

Answer: C

NEW QUESTION # 66
How does categorization of incidents assist the 'incident management' practice?

A. It ensures that incidents are resolved in timescales agreed with the customer
B. It determines how the service provider is perceived
C. It determines the priority assigned to the incident
D. It helps direct the incident to the correct support area

Answer: D

NEW QUESTION # 67
Which statement about emergency changes is CORRECT?

A. Emergency changes are not usually recorded in the change schedule
B. It is necessary to complete all documentation before an emergency charge is implemented
C. Emergency changes are low risk and well understood
D. Authorization of emergency changes may be deferred until after implementation

Answer: A

Explanation:
* Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%
20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

NEW QUESTION # 68
Which service request management decisions require that policies are established'?

A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding when workarounds should be used
D. Deciding which service requests require approval

Answer: D

NEW QUESTION # 69
What ensures that a service provider and a service consumer continually co-create value?

A. Service consumption
B. Change enablement
C. Service relationship management
D. Service offerings

Answer: C

Explanation:
Explanation
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=and%20stakeholder%20managemen

NEW QUESTION # 70
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