Exam ITIL ITIL-4-Foundation Practice, ITIL-4-Foundation Training Material

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

                          >> Exam ITIL ITIL-4-Foundation Practice <<

                          ITIL-4-Foundation Training Material - Reliable ITIL-4-Foundation Source

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                          ITIL 4 Foundation Exam Sample Questions (Q14-Q19):

                          NEW QUESTION # 14
                          Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

                          Answer: D

                          Explanation:
                          This dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. This dimension also incorporates contracts and other agreements between the organization and its partners or suppliers2.


                          NEW QUESTION # 15
                          What is the customer of a service responsible for?

                          Answer: A

                          Explanation:
                          Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
                          https://www.bmc.com/blogs/itil-key-concepts-service-management/


                          NEW QUESTION # 16
                          Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

                          Answer: D


                          NEW QUESTION # 17
                          Which is a risk that might be removed from a service consumer by an IT service?

                          Answer: D


                          NEW QUESTION # 18
                          Which BEST describes the purpose of the 'improve' value chain activity?

                          Answer: A

                          Explanation:
                          "The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
                          https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20% E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%
                          20management.%E2%80%9D


                          NEW QUESTION # 19
                          ......

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