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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Service Management Concepts15%- Service relationships: service providers, consumers, stakeholders
- Value, outcomes, costs and risks
- Products and services
ITIL Practices30%- Service management practices
  • 1. Service configuration management
    • 2. Deployment management
      • 3. Change enablement
        • 4. Service request management
          • 5. Service desk
            • 6. Problem management
              • 7. Incident management
                - General management practices
                • 1. Relationship management
                  • 2. Continual improvement
                    • 3. Information security management
                      • 4. Supplier management
                        • 5. Service level management
                          Four Dimensions of Service Management15%- Partners and suppliers
                          - Organizations and people
                          - Value streams and processes
                          - Information and technology
                          ITIL Guiding Principles20%- Collaborate and promote visibility
                          - Progress iteratively with feedback
                          - Start where you are
                          - Keep it simple and practical
                          - Think and work holistically
                          - Focus on value
                          - Optimize and automate
                          ITIL Service Value System20%- Overview and purpose
                          - Continual improvement
                          - Governance
                          - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

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                          ITIL 4 Foundation Exam Sample Questions (Q19-Q24):

                          NEW QUESTION # 19
                          Which service value chain activity relates with buying new products?

                          Answer: D

                          Explanation:
                          Obtain/build is one of the six activities of the service value chain, which is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization1. Obtain/build activity relates with buying new products, as well as designing, developing, and testing new or changed service components2. This activity ensures that service components are available when and where they are needed and meet agreed specifications3. Reference: ITIL Foundation - ITIL 4 Edition, page 10; ITIL 4 - A Pocket Guide, page 21; ITIL 4 Practice Guide: Service Value Chain, page 9.


                          NEW QUESTION # 20
                          Which statement about outcomes is CORRECT?

                          Answer: D


                          NEW QUESTION # 21
                          How can a service consumer contnbute to the reduction of nsk?

                          Answer: C


                          NEW QUESTION # 22
                          Identify the missing word in the following sentence.
                          The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.

                          Answer: B

                          Explanation:
                          The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page
                          36; ITIL 4 Practice Guide: Service Configuration Management, page 7.


                          NEW QUESTION # 23
                          Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

                          Answer: C


                          NEW QUESTION # 24
                          ......

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