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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Understand the key concepts of service management15-20%- Key concepts of creating value with services
- Organize and deliver value with services
- Key concepts of the service relationship
Topic 2: Understand how the ITIL framework guides the organization15-20%- Other frameworks and methods
- Nature and use of the ITIL guiding principles
- The ITIL principles in detail
Topic 3: Understand the four dimensions of service management15-20%- Information and technology
- Overview of the four dimensions
- Organizations and people
- Value streams and processes
- Partners and suppliers
Topic 4: Understand the key ITIL practices30-35%- Service configuration management practices
- Continual improvement practices
- Supplier management practices
- Service desk practice
- Relationship management practices
- Service level management practices
- Incident management and request fulfillment practices
Topic 5: Understand the purpose and effects of the service value system15-20%- The service value chain
- Overview of the service value system
- Opportunity and demand
- The ITIL practices in the service value chain

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Latest ITIL-4-Foundation Exam Answers | ITIL-4-Foundation Practice Exam Questions

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ITIL 4 Foundation Exam Sample Questions (Q63-Q68):

NEW QUESTION # 63
Which of the following is the MOST important for effective incident management?

Answer: B

Explanation:
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/


NEW QUESTION # 64
What is the customer of a service responsible for?

Answer: A

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 # 65
What three elements make up the Service Portfolio?

Answer: D

Explanation:
Explanation
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NEW QUESTION # 66
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

Answer: D

Explanation:
The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.


NEW QUESTION # 67
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Answer: A

Explanation:
Explanation
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management


NEW QUESTION # 68
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