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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL-4-Foundation Question Explanations, Exam ITIL-4-Foundation Duration

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                          ITIL 4 Foundation Exam Sample Questions (Q66-Q71):

                          NEW QUESTION # 66
                          Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

                          Answer: D

                          Explanation:
                          This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
                          https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4


                          NEW QUESTION # 67
                          What is a user?

                          Answer: D

                          Explanation:
                          A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL\ 4 - A Pocket Guide, page 18.


                          NEW QUESTION # 68
                          Identify the missing word in the following sentence.
                          The purpose of the 'information security management' practice is to [?] the organization's information.

                          Answer: C


                          NEW QUESTION # 69
                          Which practice identifies metrics that reflect the customer's experience of a service?

                          Answer: B


                          NEW QUESTION # 70
                          What is important for a 'continual improvement register' (CIR)?

                          Answer: D


                          NEW QUESTION # 71
                          ......

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