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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q94-Q99):

                          NEW QUESTION # 94
                          Identify the missing word in the following sentence.
                          The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

                          Answer: B


                          NEW QUESTION # 95
                          Which is a use of the change schedule?

                          Answer: D

                          Explanation:
                          Explanation/Reference: https://www.bmc.com/blogs/itil-change-enablement/


                          NEW QUESTION # 96
                          Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

                          Answer: A

                          Explanation:
                          https://www.bmc.com/blogs/itil-service-level-management/


                          NEW QUESTION # 97
                          Which is the MOST important stakeholder group that a service provider needs to collaborate with?

                          Answer: D


                          NEW QUESTION # 98
                          Which practice's purpose includes creating closer more collaborative relationships?

                          Answer: B


                          NEW QUESTION # 99
                          ......

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