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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q41-Q46):

                          NEW QUESTION # 41
                          Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

                          Answer: A


                          NEW QUESTION # 42
                          Which helps to manage an incident when it is unclear which support team should be working on the incident?

                          Answer: A

                          Explanation:
                          Reference: https://www.bmc.com/blogs/itil-incident-management/


                          NEW QUESTION # 43
                          Which statement about service requests is CORRECT?

                          Answer: C


                          NEW QUESTION # 44
                          Identify the missing word in the following sentence.
                          Sponsor is the role that authorizes budget for service [?)

                          Answer: A

                          Explanation:
                          Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
                          https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20who%20authorizes,%3B%20e.g.%2C%20the%20Finance%20Manager.


                          NEW QUESTION # 45
                          Which guiding principle helps to ensure that better information is available for decision making?

                          Answer: A


                          NEW QUESTION # 46
                          ......

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