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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- Other frameworks and methods
- The ITIL principles in detail
Understand the key ITIL practices30-35%- Service desk practice
- Relationship management practices
- Supplier management practices
- Service level management practices
- Continual improvement practices
- Service configuration management practices
- Incident management and request fulfillment practices
Understand the key concepts of service management15-20%- Key concepts of creating value with services
- Organize and deliver value with services
- Key concepts of the service relationship
Understand the purpose and effects of the service value system15-20%- The service value chain
- Opportunity and demand
- Overview of the service value system
- The ITIL practices in the service value chain
Understand the four dimensions of service management15-20%- Information and technology
- Partners and suppliers
- Organizations and people
- Overview of the four dimensions
- Value streams and processes

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ITIL 4 Foundation Exam Sample Questions (Q90-Q95):

NEW QUESTION # 90
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.

Answer: C


NEW QUESTION # 91
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

Answer: A


NEW QUESTION # 92
What can be described as an operating model for the creation and management of products and services?

Answer: D


NEW QUESTION # 93
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?

Answer: C

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D


NEW QUESTION # 94
Which practice needs the right culture to be embedded across the entire organization?

Answer: B

Explanation:
The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 7.


NEW QUESTION # 95
......

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