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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q71-Q76):

NEW QUESTION # 71
What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention for all configuration items (CI) recorded in the configuration management system
D. The naming convention and expected frequency of each type of release

Answer: D

Explanation:
(CMS)

NEW QUESTION # 72
Which is an input to the service value system?

A. A model to help meet stakeholders expectations
B. The system of directing and controlling an organization
C. Recommendations to help an organization in all aspects of its work
D. A need from consumers for new or changes services

Answer: D

Explanation:
Explanation
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20other

NEW QUESTION # 73
What is the value of a service?

A. The benefits, usefulness, or importance of the service, as perceived by the stakeholders
B. A tangible or intangible deliverable of the service
C. A result for a stakeholder enabled by the outputs of the service
D. The amount of money that is created or saved for the service consumers by using the service.

Answer: A

NEW QUESTION # 74
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

A. Change authority
B. Service desk agent
C. Service level manager
D. Problem analyst

Answer: C

Explanation:
Explanation
The purpose of the SLM 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 targets. SLM involves service level activities, including:
Defining service levels
Documenting
Actively managing them
https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION # 75
Which should be handled by 'service request management'?

A. A request to change a target in a service level agreement
B. A request to provide a laptop
C. A request to implement a security patch
D. A request to resolve an error in a service

Answer: C

Explanation:
Explanation/Reference: https://www.atlassian.com/itsm/service-request-management

NEW QUESTION # 76
......

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