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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q119-Q124):

NEW QUESTION # 119
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties
B. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
C. Vague targets, such as those related to user experience should be avoided
D. Base the SLA on system-based metrics that are useful to the service provider

Answer: A

Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.

NEW QUESTION # 120
What is a service?

A. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
C. A tangible or intangible deliverable of an activity
D. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Answer: D

NEW QUESTION # 121
Which function is responsible for the management of a data centre?

A. Technical management
B. Service desk
C. Application management
D. Facilities management

Answer: D

Explanation:
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NEW QUESTION # 122
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

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

Answer: B

Explanation:
Explanation
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can't be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

NEW QUESTION # 123
Which describes a standard change?

A. change that needs to be scheduled, assessed and authorized following a defined process
B. high-risk change that needs very thorough assessment
C. change that must be implemented as soon as possible
D. change that is typically implemented as a service request

Answer: D

NEW QUESTION # 124
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