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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Service Management Key Concepts	25%	- Value and Value Co-creation - Service Relationships and Stakeholders
Topic 2: ITIL Guiding Principles	25%	- Progress Iteratively with Feedback - Think and Work Holistically - Focus on Value - Collaborate and Promote Visibility - Optimize and Automate - Start Where You Are - Keep It Simple and Practical
Topic 3: ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain
Topic 4: ITIL Practices Overview	15%	- Service Desk - Service Level Management - Change Enablement - Problem Management - Incident Management
Topic 5: Four Dimensions of Service Management	20%	- Organizations and People - Information and Technology - Value Streams and Processes - Partners and Suppliers

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ITIL 4 Foundation Exam Sample Questions (Q82-Q87):

NEW QUESTION # 82
Why should a service level agreement include bundles of metrics?

A. To help focus on business outcomes, rather than operational result.
B. To ensure that all services are included in the service reports
C. To reduce the number of metrics that need to be measured and reported
D. To ensure that the service levels have been agreed with customers

Answer: A

Explanation:
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.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA

NEW QUESTION # 83
Which stakeholders co-create value in a service relationship?

A. Investor and consumer
B. Provider and supplier
C. Consumer and provider
D. Investor and supplier

Answer: C

NEW QUESTION # 84
Which service management dimension is focused on activities and how these are coordinated?

A. Partners and suppliers
B. Organizations and people
C. Information and technology
D. Value streams and processes

Answer: D

NEW QUESTION # 85
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A. Supplier
B. Customer
C. Service provider
D. Service consumer

Answer: C

NEW QUESTION # 86
Which is a purpose of the 'service level management' practice?

A. To set clear business-based targets for service levels
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To establish and nurture the links between the organization and its stakeholders
D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer: A

NEW QUESTION # 87
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