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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Value System	20%	- Overview and purpose - Governance - Continual improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
Topic 2: Service Management Concepts	15%	- Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders
Topic 3: ITIL Practices	30%	- General management practices 1. Relationship management 2. Supplier management 3. Information security management 4. Service level management 5. Continual improvement - Service management practices 1. Service configuration management 2. Change enablement 3. Incident management 4. Deployment management 5. Service desk 6. Service request management 7. Problem management
Topic 4: ITIL Guiding Principles	20%	- Optimize and automate - Start where you are - Progress iteratively with feedback - Think and work holistically - Focus on value - Keep it simple and practical - Collaborate and promote visibility
Topic 5: Four Dimensions of Service Management	15%	- Organizations and people - Value streams and processes - Information and technology - Partners and suppliers

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ITIL 4 Foundation Exam Sample Questions (Q37-Q42):

NEW QUESTION # 37
Who is responsible for defining metrics for change management?

A. The continual service improvement manager
B. The service owner
C. The change management process owner
D. The change advisory board (CAB)

Answer: C

NEW QUESTION # 38
Which is the purpose of the 'monitoring and event management' practice?

A. To systematically observe services and service components, and record and report selected changes of state
B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D. To protect the information needed by the organization to conduct its business

Answer: A

NEW QUESTION # 39
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

A. value
B. management
C. consumption
D. provision

Answer: C

Explanation:
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20

NEW QUESTION # 40
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Change enablement
B. Service desk
C. Continual improvement
D. Service level management

Answer: D

Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.

NEW QUESTION # 41
Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?

A. Relationship management
B. Service level management
C. Continual improvement
D. Service configuration management

Answer: C

NEW QUESTION # 42
......

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