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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Service Value System (SVS)15%- Practices Overview
- Service Value Chain
- Governance
Topic 2: ITIL Guiding Principles25%- Keep It Simple and Practical
- Collaborate and Promote Visibility
- Optimize and Automate
- Start Where You Are
- Think and Work Holistically
- Progress Iteratively with Feedback
- Focus on Value
Topic 3: Service Management Key Concepts25%- Value and Value Co-creation
- Service Relationships and Stakeholders
Topic 4: ITIL Practices Overview15%- Change Enablement
- Service Level Management
- Incident Management
- Problem Management
- Service Desk
Topic 5: Four Dimensions of Service Management20%- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes

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

NEW QUESTION # 21
Which Practice includes management of workarounds and known errors?

Answer: A

Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.


NEW QUESTION # 22
What ensures that service providers and service consumers continue to create value together?

Answer: A

Explanation:
Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 16; ITIL 4 Practice Guide: Service Relationship Management, page 7.


NEW QUESTION # 23
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Answer: C


NEW QUESTION # 24
Which statement about the 'optimize and automate' guiding principle is CORRECT?

Answer: B


NEW QUESTION # 25
How does information about problems and known errors contribute to 'incident management'?

Answer: D


NEW QUESTION # 26
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