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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q68-Q73):

NEW QUESTION # 68
Which statement about outcomes is CORRECT?

A. An output can be enabled by one or more outcomes
B. Outcomes are how the service performs
C. An outcome is a tangible or intangible activity
D. An outcome can be enabled by more than one output

Answer: D

NEW QUESTION # 69
What should a release policy include?

A. The process owner and process manager for each type of release
B. The naming convention for all configuration items (CI) recorded in the configuration management system
C. The roles and responsibilities for incident and problem resolution
D. The naming convention and expected frequency of each type of release

Answer: D

Explanation:
(CMS)

NEW QUESTION # 70
What is the customer of a service responsible for?

A. Provisioning the service
B. Authorizing the budget for the service
C. Using the service
D. Defining the requirements for the service

Answer: D

Explanation:
Explanation
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 71
Which practice ensures that a variety of access channels are available for users to report issues?

A. Service level management
B. Incident management
C. Service desk
D. Change enablement

Answer: C

Explanation:
Service desks provide a variety of channels for access including:
* Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
* Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
* Chat, through live chat and chatbots.
* Email for logging and updating, and for follow-up surveys and confirmations.
* Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,
* Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
* Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 72
What is the purpose of the 'information security management1 practice?

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To protect the information needed by the organization to conduct its business
C. To observe services and service components
D. To plan and manage the full lifecycle of all IT assets

Answer: B

NEW QUESTION # 73
......

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