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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Four Dimensions of Service Management15%- Organizations and people
- Value streams and processes
- Information and technology
- Partners and suppliers
Service Management Concepts15%- Value, outcomes, costs and risks
- Service relationships: service providers, consumers, stakeholders
- Products and services
ITIL Practices30%- Service management practices
  • 1. Service request management
    • 2. Service configuration management
      • 3. Incident management
        • 4. Change enablement
          • 5. Problem management
            • 6. Service desk
              • 7. Deployment management
                - General management practices
                • 1. Service level management
                  • 2. Information security management
                    • 3. Supplier management
                      • 4. Relationship management
                        • 5. Continual improvement
                          ITIL Guiding Principles20%- Keep it simple and practical
                          - Think and work holistically
                          - Focus on value
                          - Optimize and automate
                          - Progress iteratively with feedback
                          - Collaborate and promote visibility
                          - Start where you are
                          ITIL Service Value System20%- Governance
                          - Overview and purpose
                          - Continual improvement
                          - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

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                          ITIL 4 Foundation Exam Sample Questions (Q90-Q95):

                          NEW QUESTION # 90
                          Which is the MOST important stakeholder group that a service provider needs to collaborate with?

                          Answer: C

                          Explanation:
                          The first important step is identifying and managing all the stakeholder groups that an organization deals with.
                          The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
                          * Developers working with other internal teams
                          * Suppliers collaborating with the organization
                          * Relationship managers collaborating with service consumers
                          * Customers collaborating with each other
                          * Internal and external suppliers collaborating with each other
                          The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
                          https://www.bmc.com/blogs/itil-guiding-principles/


                          NEW QUESTION # 91
                          Which is the addition, modification or removal of anything that could have an effect on services?

                          Answer: A


                          NEW QUESTION # 92
                          Which value chain activity ensures that service components meet agreed specifications?

                          Answer: B


                          NEW QUESTION # 93
                          Identify the missing word in the following sentence.
                          A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

                          Answer: B


                          NEW QUESTION # 94
                          Which is an activity in the 'Problem control' phase of problem management?

                          Answer: A

                          Explanation:
                          Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
                          Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
                          https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.


                          NEW QUESTION # 95
                          ......

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