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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q36-Q41):

                          NEW QUESTION # 36
                          Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

                          Answer: B

                          Explanation:
                          Explanation/Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/


                          NEW QUESTION # 37
                          Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

                          Answer: C


                          NEW QUESTION # 38
                          Which dimension of service management considers the workflows and controls needed to deliver services?

                          Answer: D


                          NEW QUESTION # 39
                          What is NOT within the scope of service catalogue management?

                          Answer: C


                          NEW QUESTION # 40
                          Which guiding principle considers the importance of customer loyalty?

                          Answer: D


                          NEW QUESTION # 41
                          ......

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