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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q119-Q124):

                          NEW QUESTION # 119
                          Which practice provides a communications point for users to report operational issues, queries and requests?

                          Answer: D


                          NEW QUESTION # 120
                          Which activity captures the demand for incident resolution and service requests?

                          Answer: D


                          NEW QUESTION # 121
                          For which purpose would the continual improvement practice use a SWOT analysis?

                          Answer: D

                          Explanation:
                          A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
                          http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Improvement.pdf


                          NEW QUESTION # 122
                          What is the starting point for optimization?

                          Answer: A


                          NEW QUESTION # 123
                          Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

                          Answer: D


                          NEW QUESTION # 124
                          ......

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