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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q87-Q92):

                          NEW QUESTION # 87
                          Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

                          Answer: C


                          NEW QUESTION # 88
                          Identify the missing word in the following sentences.
                          A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

                          Answer: B


                          NEW QUESTION # 89
                          Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

                          Answer: D


                          NEW QUESTION # 90
                          Which practice has a purpose that includes aligning the organization's practices and services with changing
                          business needs?

                          Answer: B


                          NEW QUESTION # 91
                          When should a workaround be created?

                          Answer: C

                          Explanation:
                          Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/


                          NEW QUESTION # 92
                          ......

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