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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Understand the four dimensions of service management	15-20%	- Value streams and processes - Organizations and people - Overview of the four dimensions - Information and technology - Partners and suppliers
Understand the key concepts of service management	15-20%	- Organize and deliver value with services - Key concepts of the service relationship - Key concepts of creating value with services
Understand the key ITIL practices	30-35%	- Service configuration management practices - Incident management and request fulfillment practices - Relationship management practices - Service desk practice - Service level management practices - Supplier management practices - Continual improvement practices
Understand the purpose and effects of the service value system	15-20%	- The ITIL practices in the service value chain - The service value chain - Overview of the service value system - Opportunity and demand
Understand how the ITIL framework guides the organization	15-20%	- Other frameworks and methods - Nature and use of the ITIL guiding principles - The ITIL principles in detail

>> ITIL-4-Foundation Latest Test Format <<

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ITIL 4 Foundation Exam Sample Questions (Q61-Q66):

NEW QUESTION # 61
Which is a purpose of the 'engage' value chain activity?

A. Ensuring that the organization's vision is understood
B. Meeting expectations for quality, costs and time-to-market
C. Providing transparency and good relationships
D. Ensuring the continual improvement of services

Answer: C

NEW QUESTION # 62
Which should be handled by 'service request management'?

A. A request to change a target in a service level agreement
B. A request to provide a laptop
C. A request to implement a security patch
D. A request to resolve an error in a service

Answer: B

NEW QUESTION # 63
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A. Information security management
B. Change control
C. Monitoring and event management
D. Incident management

Answer: C

NEW QUESTION # 64
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A. Service level management
B. Incident management
C. Service request management
D. Change enablement

Answer: C

NEW QUESTION # 65
Which statement about change management is CORRECT?

A. It ensures that all changes are authorized by the change advisory board (CAB)
B. It ensures that service requests follow the normal change management process
C. It optimizes financial exposure
D. It optimizes overall business risk

Answer: A

NEW QUESTION # 66
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