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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
ITIL Guiding Principles25%- Collaborate and Promote Visibility
- Progress Iteratively with Feedback
- Keep It Simple and Practical
- Optimize and Automate
- Focus on Value
- Start Where You Are
- Think and Work Holistically
Four Dimensions of Service Management20%- Value Streams and Processes
- Partners and Suppliers
- Information and Technology
- Organizations and People
ITIL Service Value System (SVS)15%- Governance
- Service Value Chain
- Practices Overview
ITIL Practices Overview15%- Problem Management
- Incident Management
- Service Desk
- Service Level Management
- Change Enablement
Service Management Key Concepts25%- Value and Value Co-creation
- Service Relationships and Stakeholders

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ITIL 4 Foundation Exam Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which activity is NOT recommended by the 'start where you are' guiding principle?

Answer: B

Explanation:
The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1. This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2. However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 26; ITIL 4 Practice Guide: Start Where You Are, page 9.


NEW QUESTION # 16
Which guiding principle recommends collecting data before deciding what can be re-used?

Answer: D


NEW QUESTION # 17
Which statement about change management is CORRECT?

Answer: A


NEW QUESTION # 18
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

Answer: D

Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/


NEW QUESTION # 19
What is defined as any component that needs to be managed in order to deliver an IT service?

Answer: C


NEW QUESTION # 20
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