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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which is a key requirement for successful service level agreements (SLAs)?

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

Answer: D

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.

NEW QUESTION # 22
Which practice makes new services available for use?

A. Change enablement
B. Release management
C. Deployment management
D. IT asset management

Answer: B

NEW QUESTION # 23
In which situation will incident management USUALLY use a separate process?

A. Where no target resolution time exists
B. For information security incidents
C. For low impact incidents
D. Where the cause must be diagnosed

Answer: B

NEW QUESTION # 24
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. Change enablement
B. Service request management
C. Service level management
D. Incident management

Answer: B

NEW QUESTION # 25
What considerations influence the supplier strategy of an organization?

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

Answer: A

NEW QUESTION # 26
......

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