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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q105-Q110):

                          NEW QUESTION # 105
                          Which are elements of the service value system?

                          Answer: B


                          NEW QUESTION # 106
                          Which statement about the 'four Ps' of service design is CORRECT?

                          Answer: D

                          Explanation:
                          D18912E1457D5D1DDCBD40AB3BF70D5D


                          NEW QUESTION # 107
                          Which is a financially valuable component that can contribute to the delivery of a service?

                          Answer: D

                          Explanation:
                          IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
                          The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
                          https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%
                          20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.


                          NEW QUESTION # 108
                          Which statement about problems is CORRECT?

                          Answer: C

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


                          NEW QUESTION # 109
                          Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

                          Answer: C


                          NEW QUESTION # 110
                          ......

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