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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Understand the key ITIL practices30-35%- Service level management practices
- Supplier management practices
- Continual improvement practices
- Service configuration management practices
- Service desk practice
- Relationship management practices
- Incident management and request fulfillment practices
Topic 2: Understand the purpose and effects of the service value system15-20%- Opportunity and demand
- The ITIL practices in the service value chain
- The service value chain
- Overview of the service value system
Topic 3: Understand the four dimensions of service management15-20%- Information and technology
- Value streams and processes
- Organizations and people
- Partners and suppliers
- Overview of the four dimensions
Topic 4: Understand the key concepts of service management15-20%- Organize and deliver value with services
- Key concepts of the service relationship
- Key concepts of creating value with services
Topic 5: Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- Other frameworks and methods
- The ITIL principles in detail

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ITIL 4 Foundation Exam 認定 ITIL-4-Foundation 試験問題 (Q101-Q106):

質問 # 101
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

正解：D


質問 # 102
What is required by all service desk staff?

正解：C


質問 # 103
Which is a use of the change schedule?

正解：D


質問 # 104
What is MOST LIKELY to be handled as a service request?

正解：C

解説：
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.


質問 # 105
Which practice makes new services available for use?

正解：A


質問 # 106
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