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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q117-Q122):

NEW QUESTION # 117
Which is a key requirement for successful service level agreements (SLAs)?

A. They should be based on system-based metrics which are useful to the service provider
B. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C. They should avoid ambiguous targets such as those relating to user experience
D. They should be written using language and terms v/hich all parties will understand

Answer: D

NEW QUESTION # 118
Which Practice includes management of workarounds and known errors?

A. Service configuration management
B. Problem management
C. Monitoring and event management
D. Incident management
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.

Answer: B

NEW QUESTION # 119
What is an incident?

A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools

Answer: D

NEW QUESTION # 120
Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Start where you are
C. Progress interactively with feedback
D. Keep it simple and practical

Answer: B

NEW QUESTION # 121
Which activity is part of the 'continual improvement' practice?

A. Identifying and logging opportunities
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Populating and maintaining the asset register

Answer: A

NEW QUESTION # 122
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