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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- The ITIL principles in detail
- Other frameworks and methods
Understand the key ITIL practices30-35%- Continual improvement practices
- Service level management practices
- Service desk practice
- Service configuration management practices
- Relationship management practices
- Incident management and request fulfillment practices
- Supplier management practices
Understand the purpose and effects of the service value system15-20%- Opportunity and demand
- The service value chain
- The ITIL practices in the service value chain
- Overview of the service value system
Understand the key concepts of service management15-20%- Organize and deliver value with services
- Key concepts of creating value with services
- Key concepts of the service relationship
Understand the four dimensions of service management15-20%- Partners and suppliers
- Organizations and people
- Information and technology
- Value streams and processes
- Overview of the four dimensions

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ITIL 4 Foundation Exam Sample Questions (Q98-Q103):

NEW QUESTION # 98
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

Answer: D


NEW QUESTION # 99
Which dimension includes the knowledge needed for the management of services?

Answer: C


NEW QUESTION # 100
What ensures that service providers and service consumers continue to create value together?

Answer: B

Explanation:
Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page
16; ITIL 4 Practice Guide: Service Relationship Management, page 7.


NEW QUESTION # 101
Which is the BEST type of resource for investigating complex incidents?

Answer: C


NEW QUESTION # 102
Which is a financially valuable component that can contribute to the delivery of a service?

Answer: C

Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.


NEW QUESTION # 103
......

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