The ITIL ITIL-4-Foundation Web-Based Practice Exam

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q31-Q36):

                          NEW QUESTION # 31
                          Which guiding principle recommends standardizing and streamlining manual tasks?

                          Answer: A


                          NEW QUESTION # 32
                          What is the definition of "service management"?

                          Answer: A

                          Explanation:
                          Explanation
                          Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
                          https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20


                          NEW QUESTION # 33
                          Which statement about the 'continual improvement' practice is CORRECT?

                          Answer: B

                          Explanation:
                          Reference: https://www.bmc.com/blogs/itil-continual-improvement/


                          NEW QUESTION # 34
                          Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

                          Answer: C


                          NEW QUESTION # 35
                          Which will help solve incidents more quickly?

                          Answer: C


                          NEW QUESTION # 36
                          ......

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