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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q42-Q47):

NEW QUESTION # 42
Where are the details of the required performance outcomes of a service denned?

A. Service level agreements
B. Service components
C. Service offerings
D. Service requests

Answer: A

NEW QUESTION # 43
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

A. So users can resolve their own incidents with self-help
B. To escalate an incident to a supplier or partner
C. To resolve a complex or major incident
D. So customers and users are provided with timely updates

Answer: C

Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. This may require a temporary team to work together, such as a major incident team or a swarming team3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 8.

NEW QUESTION # 44
Which process is used to compare the value that new services offer with the value of the services they have
replaced?

A. Availability management
B. Service catalogue management
C. Capacity management
D. Service portfolio management

Answer: D

NEW QUESTION # 45
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A. Incident management
B. Monitoring and event management
C. IT asset management
D. Service level management

Answer: D

Explanation:
Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/

NEW QUESTION # 46
Which statement about known errors and problems is CORRECT?

A. Known errors are managed by technical staff, problems are managed by service management staff
B. Known errors cause vulnerabilities, problems cause incidents
C. Known error is the status assigned to a problem after it has been analysed
D. A known error is the cause of one or more problems

Answer: C

NEW QUESTION # 47
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