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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Guiding Principles	20%	- Progress iteratively with feedback - Think and work holistically - Start where you are - Focus on value - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility
Topic 2: Four Dimensions of Service Management	15%	- Information and technology - Partners and suppliers - Value streams and processes - Organizations and people
Topic 3: ITIL Practices	30%	- Service management practices 1. Service desk 2. Deployment management 3. Service request management 4. Incident management 5. Problem management 6. Change enablement 7. Service configuration management - General management practices 1. Information security management 2. Relationship management 3. Service level management 4. Supplier management 5. Continual improvement
Topic 4: Service Management Concepts	15%	- Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks
Topic 5: ITIL Service Value System	20%	- Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement - Overview and purpose

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ITIL 4 Foundation Exam Sample Questions (Q58-Q63):

NEW QUESTION # 58
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties
B. Vague targets, such as those related to user experience should be avoided
C. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
D. Base the SLA on system-based metrics that are useful to the service provider

Answer: A

Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
* Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
* In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
* Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. References: ITIL Foundation - ITIL 4 Edition, page
16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.

NEW QUESTION # 59
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?

A. Change control
B. Incident management
C. Monitoring and event management
D. Information security management

Answer: D

NEW QUESTION # 60
When should a workaround be created?

A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a potential permanent solution has been identified
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 # 61
Which is part of the value proposition of a service?

A. Costs imposed on the consumer by the service
B. Risks imposed on the consumer by the service
C. Costs removed from the consumer by the service
D. Outputs of the service received by the consumer

Answer: C

Explanation:
Costs are the amount of money spent on a specific activity or resource. From the service consumer's perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 62
Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Problem management
B. Incident management
C. Deployment management
D. Supplier management

Answer: B

NEW QUESTION # 63
......

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