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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which is a key requirement for successful service level agreements (SLAs)?

A. They should be based on system-based metrics which are useful to the service provider
B. They should be written using language and terms v/hich all parties will understand
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should avoid ambiguous targets such as those relating to user experience

Answer: B

NEW QUESTION # 29
Which statement about outcomes is CORRECT?

A. They provide products to service providers based on outputs.
B. They are deliverables provided to service consumers.
C. The co-create value for service providers by reducing costs and risks.
D. They allow service consumers to achieve a desired result.

Answer: D

NEW QUESTION # 30
Which step of the continual improvement model includes baseline assessments?

A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?

Answer: D

NEW QUESTION # 31
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A. Business metrics
B. Customer engagement
C. Customer feedback
D. Operational metrics

Answer: B

NEW QUESTION # 32
Which phase of problem management includes analysing incidents to look for patterns and trends?

A. Post-implementation review
B. Problem identification
C. Error control
D. Problem control

Answer: B

NEW QUESTION # 33
......

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