ITIL-4-Foundation Detailed Study Plan, New ITIL-4-Foundation Test Notes

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices Overview	15%	- Service Level Management - Service Desk - Change Enablement - Incident Management - Problem Management
Topic 2: Service Management Key Concepts	25%	- Service Relationships and Stakeholders - Value and Value Co-creation
Topic 3: ITIL Guiding Principles	25%	- Focus on Value - Think and Work Holistically - Progress Iteratively with Feedback - Collaborate and Promote Visibility - Start Where You Are - Keep It Simple and Practical - Optimize and Automate
Topic 4: Four Dimensions of Service Management	20%	- Information and Technology - Organizations and People - Partners and Suppliers - Value Streams and Processes
Topic 5: ITIL Service Value System (SVS)	15%	- Governance - Practices Overview - Service Value Chain

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ITIL 4 Foundation Exam Sample Questions (Q94-Q99):

NEW QUESTION # 94
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
B. An organization should always use a single technique to ensure metrics are consistent
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Answer: C

NEW QUESTION # 95
Which competencies are required by the 'service level management' practice?

A. Balanced scorecard reviews and maturity assessment
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Problem investigation and resolution

Answer: B

NEW QUESTION # 96
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 1 and 4
B. 1 and 2
C. 3 and 4
D. 2 and 3

Answer: A

NEW QUESTION # 97
Which dimension includes the knowledge needed for the management of services?

A. Partners and suppliers
B. Value streams and processes
C. Organizations and people
D. Information and technology

Answer: D

NEW QUESTION # 98
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

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

Answer: D

Explanation:
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.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

NEW QUESTION # 99
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