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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q64-Q69):

NEW QUESTION # 64
Which is a purpose of the 'engage' value chain activity?

A. Ensuring the continual improvement of services
B. Ensuring that the organization's vision is understood
C. Providing transparency and good relationships
D. Meeting expectations for quality, costs and time-to-market

Answer: C

NEW QUESTION # 65
Which statement about the inputs and outputs of the value chain activities is CORRECT?

A. Some value chain activities only have inputs, whereas others only have outputs
B. The organization's governance will determine the inputs and outputs of each value chain activity
C. Inputs and outputs are fixed for each value chain activity
D. Each value chain activity receives inputs and provides outputs

Answer: D

Explanation:
In ITIL 4, the service value chain is a central element of the service value system and is composed of six activities. Each activity transforms inputs into outputs, contributing to the overall creation of value.
Key points:
* Every value chain activity takes one or more inputs (such as information, resources, or outputs from other activities).
* It then performs work that transforms these inputs.
* It produces one or more outputs that are used by other activities or delivered to stakeholders.
Why the other options are incorrect:
* A. Inputs and outputs are fixed for each value chain activity - ITIL 4 explicitly allows for flexibility; inputs and outputs vary depending on the value stream and context.
* B. Some value chain activities only have inputs, whereas others only have outputs - This contradicts the model; each activity must receive inputs and produce outputs.
* C. Governance determines the inputs and outputs - Governance influences direction and controls but does not prescribe specific inputs and outputs for the value chain activities.
Therefore, the correct statement is that each value chain activity receives inputs and provides outputs.

NEW QUESTION # 66
Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans
B. Self-help
C. Swarming
D. Target resolution times

Answer: C

Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION # 67
Which is the CORRECT explanation of the 'R' role in a RACI matrix?

A. This role ensures that activities are executed correctly
B. This role ensures the flow of information to stakeholders
C. This role is involved in providing knowledge and input
D. This role has ownership of the end result

Answer: D

NEW QUESTION # 68
A service offering may include, access to resources, and service actions, which is an example of a service action?

A. A service desk agent provides support to user.
B. A license allows a user to install a software product
C. A password allows a user connect to a Wifi network
D. A mobile phone enables a user to work remotely

Answer: A

NEW QUESTION # 69
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