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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q21-Q26):

NEW QUESTION # 21
What is the customer of a service responsible for?

A. Defining the requirements for the service
B. Using the service
C. Provisioning the service
D. Authorizing the budget for the service

Answer: A

Explanation:
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 22
Which statement about the 'four Ps' of service design is CORRECT?

A. Products refers to producers and metrics
B. Processes refers to skill and training
C. Partners refers to suppliers and vendors
D. People refers to technology and tools

Answer: C

Explanation:
Explanation
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NEW QUESTION # 23
Which practice has a strong influence on the user experience and perception of the service provider?

A. Supplier management
B. Service level management
C. Change enablement
D. Service desk

Answer: D

NEW QUESTION # 24
What is the definition of warranty?

A. A means of determining whether a service is fit for use
B. A means of identifying events that could cause harm or loss
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for purpose

Answer: A

NEW QUESTION # 25
Which is a use of a continual improvement register?

A. Selecting the right method, model or technique for identifying improvements
B. Describing the services designed to meet the needs of a consumer group
C. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
D. Tracking and managing improvement ideas from identification through to final action

Answer: D

NEW QUESTION # 26
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