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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the key concepts of service management	15-20%	- Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services
Topic 2: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods
Topic 3: Understand the four dimensions of service management	15-20%	- Information and technology - Value streams and processes - Partners and suppliers - Organizations and people - Overview of the four dimensions
Topic 4: Understand the purpose and effects of the service value system	15-20%	- Opportunity and demand - Overview of the service value system - The ITIL practices in the service value chain - The service value chain
Topic 5: Understand the key ITIL practices	30-35%	- Incident management and request fulfillment practices - Continual improvement practices - Service configuration management practices - Relationship management practices - Service level management practices - Service desk practice - Supplier management practices

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ITIL 4 Foundation Exam Sample Questions (Q96-Q101):

NEW QUESTION # 96
Which is the FIRST thing to consider when focusing on value?

A. Understanding what is valuable to the service consumer
B. Defining customer experience and user experience
C. Ensuring value is co-created by improvement initiatives.
D. Identifying the service customer who will receive value

Answer: D

Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served.
Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the, value%20from%20the%20consumer's%20perspective.

NEW QUESTION # 97
Which describes a set of defined steps for implementing improvements?

A. The 'improve' value chain activity
B. The 'engage' value chain activity
C. The 'continual improvement model'
D. The 'continual improvement register'

Answer: C

NEW QUESTION # 98
What can a change schedule be used for?

A. Providing a way to initiate normal changes
B. Tracking and managing improvement ideas from identification through to final action
C. Providing information about deployed changes to help manage incidents and problems.
D. Speeding up the planning and authorization of emergency changes

Answer: C

Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,problem%20management%2C%20and%20improvement%20planning.

NEW QUESTION # 99
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

A. Change enablement
B. Continual improvement
C. Service level management
D. Incident management

Answer: D

NEW QUESTION # 100
Which are elements of the service value system?

A. Outcomes, utility, warranty
B. Service provision, service consumption, service relationship management
C. Customer value, stakeholder value, organization
D. Governance, service value chain, practices

Answer: D

NEW QUESTION # 101
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