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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q95-Q100):

NEW QUESTION # 95
Which statement about the 'continual improvement model' is CORRECT?

A. The low of the model helps organizations to link improvements to its goals
B. The model is applicable to only certain parts of the service value system
C. Organizations should work through the steps of the model in the sequence in which they are presented
D. Organizations should use an additional model or method to link improvements to customer value

Answer: C

NEW QUESTION # 96
Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are using the service
B. Tangible or intangible results for the service consumer because they are using the service
C. Money that the service consumer no longer needs to spend because they are using the service
D. The benefits, usefulness. and importance of the service that are perceived by the service consumer

Answer: D

NEW QUESTION # 97
Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?

A. Continual improvement
B. Service configuration management
C. Relationship management
D. Service level management

Answer: A

NEW QUESTION # 98
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

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

Answer: A

NEW QUESTION # 99
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A. risk
B. change
C. problem
D. configuration item

Answer: B

NEW QUESTION # 100
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