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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q35-Q40):

                          NEW QUESTION # 35
                          Which practice provides visibility of the organization's services by capturing and reporting on service performance?

                          Answer: B


                          NEW QUESTION # 36
                          Identify the missing word in the following sentence.
                          The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

                          Answer: C


                          NEW QUESTION # 37
                          Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

                          Answer: A


                          NEW QUESTION # 38
                          Identity the missing word(s) in the following sentence.
                          The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

                          Answer: B


                          NEW QUESTION # 39
                          Which should be handled by 'service request management'?

                          Answer: A


                          NEW QUESTION # 40
                          ......

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