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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the four dimensions of service management	15-20%	- Information and technology - Partners and suppliers - Organizations and people - Overview of the four dimensions - Value streams and processes
Topic 2: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 3: Understand the purpose and effects of the service value system	15-20%	- The service value chain - The ITIL practices in the service value chain - Opportunity and demand - Overview of the service value system
Topic 4: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods
Topic 5: Understand the key ITIL practices	30-35%	- Service configuration management practices - Service level management practices - Supplier management practices - Service desk practice - Continual improvement practices - Relationship management practices - Incident management and request fulfillment practices

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ITIL 4 Foundation Exam Sample Questions (Q74-Q79):

NEW QUESTION # 74
Which is a key requirement for successful service level agreements (SLAs)?

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

Answer: D

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 # 75
What is a change schedule used for?

A. To help manage normal changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help plan emergency changes

Answer: A

NEW QUESTION # 76
What are the three phases of 'problem management'?

A. Incident management, problem management, change control
B. Problem logging, problem classification, problem resolution
C. Problem analysis, error identification, incident resolution
D. Problem identification, problem control, error control

Answer: D

NEW QUESTION # 77
Which statement about the purpose or the Monitoring and event management practice is TRUE?

A. Systematically observe services and service components and record and report selected changes of state identified as events
B. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
C. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer: A

Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL4 - A Pocket Guide, page 31; ITIL4 Practice Guide: Monitoring and Event Management, page 7.

NEW QUESTION # 78
What is a configuration item?

A. Any financially valuable component that can contribute to delivery of an IT product or service
B. A problem that has been analyzed but has not been resolved
C. Any component that needs to be managed in order to deliver an IT service
D. Any change of state that has significance for the management of a service

Answer: C

Explanation:
Reference: https://www.bmc.com/blogs/itil-key-terms/

NEW QUESTION # 79
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