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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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

NEW QUESTION # 94
Which is a way of applying the guiding principle 'focus on value'?

A. Understanding how service consumers use services
B. Doing fewer things, but doing them better
C. Recognizing the complexity of systems
D. Comprehending the whole, but doing something

Answer: A

NEW QUESTION # 95
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

A. Organize work into small manageable units
B. Analyse the whole situation in detail before taking any action
C. Prohibit changes to plans after they have been finalized
D. Reduce the number of steps that produce tangible results

Answer: A

Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL4 - A Pocket Guide, page 27; ITIL4 Practice Guide: Progress Iteratively with Feedback, page 9.

NEW QUESTION # 96
What does 'change enablement' PRIMARILY focus on?

A. Changes to skills and competencies
B. Changes to service levels
C. Changes to products and services
D. Changes to organizational structure

Answer: C

NEW QUESTION # 97
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

Answer: A

Explanation:
Explanation
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/

NEW QUESTION # 98
What considerations influence the supplier strategy of an organization?

A. Type of cooperation with suppliers
B. Corporate culture of the organization
C. Contracts and agreements
D. Level of formality

Answer: B

NEW QUESTION # 99
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