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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Key concepts of creating value with services - Organize and deliver value with services
Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand - The service value chain
Understand how the ITIL framework guides the organization	15-20%	- Nature and use of the ITIL guiding principles - The ITIL principles in detail - Other frameworks and methods
Understand the key ITIL practices	30-35%	- Service desk practice - Supplier management practices - Relationship management practices - Continual improvement practices - Incident management and request fulfillment practices - Service level management practices - Service configuration management practices
Understand the four dimensions of service management	15-20%	- Information and technology - Partners and suppliers - Value streams and processes - Organizations and people - Overview of the four dimensions

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ITIL 4 Foundation Exam Sample Questions (Q96-Q101):

NEW QUESTION # 96
Which of the following is an example of workaround?

A. Server memory is increased when the server is unresponsive
B. An email server is restored after an incident is reported
C. A server is restarted to resolve an incident
D. A defective network switch is replaced with a new one

Answer: C

NEW QUESTION # 97
Which is a key requirement for a successful service level agreement (SLA)?

A. Using an agreement between the service provider and service supplier
B. Using bundled metrics to relate performance to outcomes
C. Using individual metrics that relate to the service catalogue
D. Using single-system-based metrics that relate to outputs

Answer: B

NEW QUESTION # 98
Which is a use of the change schedule?

A. Automating the change process
B. Assigning resources to changes
C. Deciding the approval authority for changes
D. Creating change models

Answer: B

NEW QUESTION # 99
What does the 'service request management' practice depend on for maximum efficiency?

A. Processes and procedures
B. Self-service tools
C. Incident management
D. Compliments and complaints

Answer: A

NEW QUESTION # 100
What is required by all service desk staff?

A. Demonstration of emotional intelligence
B. Root cause analysis skills
C. Excellent technical knowledge
D. Knowledge of telephony technology

Answer: A

NEW QUESTION # 101
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