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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Value System	20%	- Governance - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement
Topic 2: Four Dimensions of Service Management	15%	- Partners and suppliers - Information and technology - Organizations and people - Value streams and processes
Topic 3: ITIL Guiding Principles	20%	- Optimize and automate - Focus on value - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Keep it simple and practical
Topic 4: Service Management Concepts	15%	- Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks
Topic 5: ITIL Practices	30%	- General management practices 1. Service level management 2. Relationship management 3. Supplier management 4. Information security management 5. Continual improvement - Service management practices 1. Deployment management 2. Incident management 3. Service request management 4. Service desk 5. Service configuration management 6. Change enablement 7. Problem management

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ITIL-4-Foundation Exam Pattern | Valid Braindumps ITIL-4-Foundation Sheet

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ITIL 4 Foundation Exam Sample Questions (Q33-Q38):

NEW QUESTION # 33
What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
D. A tangible or intangible deliverable of an activity

Answer: B

Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 34
What are guiding principles?

A. A description of one or more services that help address the needs of a target consumer group
B. Recommendations that help an organization when adopting a service management approach
C. A set of interconnected activities that help an organization deliver a valuable service
D. A set of specialized organizational capabilities for enabling value for customers

Answer: B

NEW QUESTION # 35
What is the primary focus of business capacity management?

A. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
C. Review of all capacity supplier agreements and underpinning contracts with supplier management
D. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

Answer: A

NEW QUESTION # 36
Which is part of the value proposition of a service?

A. Outputs of the service received by the consumer
B. Costs removed from the consumer by the service
C. Costs imposed on the consumer by the service
D. Risks imposed on the consumer by the service

Answer: B

NEW QUESTION # 37
Which of the four dimensions focuses or managing data in compliance with industry regulations?

A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes

Answer: B

NEW QUESTION # 38
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