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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%	- The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles
Topic 2: 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 3: Understand the key ITIL practices	30-35%	- Supplier management practices - Service desk practice - Continual improvement practices - Service configuration management practices - Service level management practices - Incident management and request fulfillment practices - Relationship management practices
Topic 4: Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - The ITIL practices in the service value chain - The service value chain - Opportunity and demand
Topic 5: Understand the four dimensions of service management	15-20%	- Partners and suppliers - Value streams and processes - Information and technology - Overview of the four dimensions - Organizations and people

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ITIL 4 Foundation Exam Sample Questions (Q80-Q85):

NEW QUESTION # 80
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

A. Understanding priorities for improvement
B. Verifying that improvement targets have been achieved
C. The production of a detailed CSI plan
D. An initial baseline assessment

Answer: B

Explanation:
Explanation
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NEW QUESTION # 81
When should a workaround be created?

A. After the resolution of a problem
B. When a potential permanent solution has been identified
C. As soon as possible, once the incident is logged
D. When a problem cannot be resolved quickly

Answer: D

Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/

NEW QUESTION # 82
What is defined as "any component that needs to be managed in order to deliver an IT service"?

A. An IT asset
B. A change
C. A configuration item
D. An event

Answer: C

Explanation:
CIs are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or even the configuration of an application could be considered a CI, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/#:~:text=among%20your%20CIs-,Configuration%20items%20(CIs),considered%20a%20CI%2C%20for%20example.

NEW QUESTION # 83
Which activity captures the demand for incident resolution and service requests?

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

Answer: D

NEW QUESTION # 84
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A. Progress iteratively with feedback
B. Optimize and automate
C. Focus on value
D. Collaborate and promote visibility

Answer: A

NEW QUESTION # 85
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