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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the purpose and effects of the service value system	15-20%	- The ITIL practices in the service value chain - Opportunity and demand - The service value chain - Overview of the service value system
Topic 2: Understand the four dimensions of service management	15-20%	- Information and technology - Organizations and people - Value streams and processes - Overview of the four dimensions - Partners and suppliers
Topic 3: Understand the key ITIL practices	30-35%	- Service level management practices - Supplier management practices - Relationship management practices - Service desk practice - Incident management and request fulfillment practices - Continual improvement practices - Service configuration management practices
Topic 4: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 5: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods

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ITIL 4 Foundation Exam ITIL-4-Foundation Prüfungsfragen mit Lösungen (Q47-Q52):

47. Frage
Which BEST describes the purpose of the 'improve' value chain activity?

A. To organize a major improvement initiative into several smaller initiatives
B. To continually improve all products and services across all value chain activities
C. To make new and improved services and features available for use
D. To ensure a shared understanding of the vision and improvement direction for all products and services

Antwort: B

Begründung:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%

48. Frage
Which is a purpose of the 'relationship management' practice?

A. To protect the information needed by the organization to conduct its business
B. To identify, analyze, monitor, and continually improve links with stakeholders
C. To systematically observe services and service components
D. To be the entry point and single point of contact for the service provider with all of its users

Antwort: B

Begründung:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/

49. Frage
What type of change is often used for resolving incidents or implementing security patches?

A. Change model
B. Normal change
C. Standard change
D. Emergency change

Antwort: D

Begründung:
* A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
* The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
* The change authority may be separate from what is standard or normal practice, typically smaller in
* number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/

50. Frage
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A. An IT asset
B. A customer
C. A user
D. A configuration item (CI)

Antwort: B

51. Frage
What is a service?

A. A tangible or intangible deliverable of an activity
B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
C. 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
D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Antwort: C

52. Frage
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