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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q83-Q88):

                          NEW QUESTION # 83
                          Identify the missing word in the following sentence.
                          The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

                          Answer: A

                          Explanation:
                          Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/


                          NEW QUESTION # 84
                          Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

                          Answer: C


                          NEW QUESTION # 85
                          Which can act as an operating model for an organization?

                          Answer: D


                          NEW QUESTION # 86
                          Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

                          Answer: B

                          Explanation:
                          This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
                          https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4


                          NEW QUESTION # 87
                          Which stakeholders co-create value in a service relationship?

                          Answer: A


                          NEW QUESTION # 88
                          ......

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