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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which statement about the input and output of the value chain activities is CORRECT?

A. Each value chain activity receives inputs and provides outputs
B. Input and output are fixed for each value chain activity
C. Some value chain activities only have input, whereas others only have outputs
D. The organization's governance will determine the inputs and outputs of each value chain activity

Answer: A

Explanation:
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION # 41
What term is used to describe the functionality of a service?

A. Utility
B. Warranty
C. Output
D. Outcome

Answer: C

NEW QUESTION # 42
Which practice owns and manages issues, queries and requests from users?

A. Change control
B. Incident management
C. Service desk
D. Problem management

Answer: C

NEW QUESTION # 43
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A. Service offering
B. Service relationship management
C. Service consumption
D. Service provision

Answer: B

NEW QUESTION # 44
Which term is used to describe removing something that could have an effect on a service?

A. An incident
B. An IT asset
C. A change
D. A problem

Answer: C

Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indirect%20effect%20on%20services.

NEW QUESTION # 45
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