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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q81-Q86):

NEW QUESTION # 81
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Defining the improvement plan
B. Understanding the business mission
C. Executing improvement actions
D. Performing baseline assessments

Answer: D

NEW QUESTION # 82
What is defined as a change of state that has significate for the management of an IT service?

A. Problem
B. Incident
C. Event
D. Known error

Answer: C

NEW QUESTION # 83
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other

A. 2 and 3
B. 1 and 2
C. 3 and 4
D. 1 and 4

Answer: D

NEW QUESTION # 84
Which is included in the purpose of the 'improve' value chain activity?

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

Answer: A

Explanation:
Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose

NEW QUESTION # 85
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?

A. Service request management
B. incident management
C. Change enablement
D. Continual improvement

Answer: D

NEW QUESTION # 86
......

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