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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	ITIL practices: Improvement of the process of service development and supporting users is discussed. It also covers those ITIL 4 practices that enable working methods.
Topic 2	Four dimensions of service management: Four dimensions of effective service management are discussed in this topic.
Topic 3	Service Value Chain: It gives an understanding of those ways through which the Service Value Chain helps organizations create value.
Topic 4	Guiding principles: This topic covers seven guiding principles of ITIL 4. It focuses on developing a mindset to adopt ITIL practices and adapting them to your specific needs .
Topic 5	Service management concepts: Basic concepts of service management are discussed in this topic. It also defines a service, components of service and the value of the service to stakeholders.
Topic 6	Continuous improvement: ITIL 4 concepts related to continuous improvement are addressed by this topic. It also discusses the ways through which organizations iterate and adapt their processes and services.
Topic 7	Key metrics and performance indicators: The significance of defining and tracking metrics and KPIs is the focal point of this topic. The topic discusses the importance measure the performance and effectiveness of IT services.
Topic 8	Service value system: A Framework that helps to create, deliver, and manage services, such as Service Value Chain, governance, and guiding principles is discussed in this topic.

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ITIL 4 Foundation Exam Sample Questions (Q35-Q40):

NEW QUESTION # 35
Which should be handled by 'service request management'?

A. A request to resolve an error in a service
B. A request to change a target in a service level agreement
C. A request to provide a laptop
D. A request to implement a security patch

Answer: C

NEW QUESTION # 36
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A. Continual service improvement
B. Service strategy
C. Service transition
D. Service operation

Answer: A

NEW QUESTION # 37
Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service warranty
B. Costs removed from the consumer are part of service consumption
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service utility

Answer: C

NEW QUESTION # 38
Which is the BEST type of resource for investigating complex incidents?

A. Knowledgeable support staff
B. Disaster recovery plans
C. Detailed work instructions
D. Self-help systems

Answer: A

NEW QUESTION # 39
Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service
B. Outputs of the service received by the consumer
C. Risks imposed on the consumer by the service
D. Costs imposed on the consumer by the service

Answer: A

Explanation:
Explanation
Costs are the amount of money spent on a specific activity or resource. From the service consumer's perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 40
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