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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q92-Q97):

NEW QUESTION # 92
Which term is used to describe removing something that could have an effect on a service?

A. An IT asset
B. A change
C. A problem
D. An incident

Answer: B

Explanation:
Explanation
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indire

NEW QUESTION # 93
Which is a purpose of the 'service level management' practice?

A. To ensure that the organization's suppliers and their performance are managed appropriately
B. To establish and nurture the links between the organization and its stakeholders
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer: C

NEW QUESTION # 94
Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring a shared understanding of the improvement direction for services across the organization
B. Ensuring continual engagement and good relationships with all stakeholders
C. Ensuring that services continually meet expectations for quality, costs, and lime to market
D. Ensuring the continual improvement of practices across all value chain activities

Answer: D

NEW QUESTION # 95
Which statement about emergency changes is CORRECT?

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

Answer: B

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 # 96
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C. They should be written using language and terms which all parties will understand
D. They should be based on system-based metrics which are useful to the service provider

Answer: C

Explanation:
Explanation
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA

NEW QUESTION # 97
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