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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Service Management Key Concepts	25%	- Service Relationships and Stakeholders - Value and Value Co-creation
Topic 2: ITIL Guiding Principles	25%	- Progress Iteratively with Feedback - Collaborate and Promote Visibility - Keep It Simple and Practical - Focus on Value - Optimize and Automate - Think and Work Holistically - Start Where You Are
Topic 3: ITIL Practices Overview	15%	- Incident Management - Service Desk - Change Enablement - Problem Management - Service Level Management
Topic 4: ITIL Service Value System (SVS)	15%	- Practices Overview - Governance - Service Value Chain
Topic 5: Four Dimensions of Service Management	20%	- Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology

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ITIL 4 Foundation Exam Sample Questions (Q109-Q114):

NEW QUESTION # 109
Which is the FIRST thing to consider when focusing on value?

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

Answer: A

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,va

NEW QUESTION # 110
Which are elements of the service value system?

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

Answer: B

NEW QUESTION # 111
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

A. 3 and 4
B. 2 and 4
C. 1 and 2
D. 1 and 3

Answer: C

NEW QUESTION # 112
Which is a purpose of release management?

A. To protect the organization's information
B. To move hardware and software to live environments
C. To handle user-initiated service requests
D. To make new and changed services available for use

Answer: D

NEW QUESTION # 113
What is the MAIN benefit of 'problem management'?

A. Managing workarounds and known errors
B. Maximizing the number of successful changes
C. Reducing the number and impact of incidents
D. Restoring normal service as quickly as possible

Answer: A

NEW QUESTION # 114
......

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