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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q102-Q107):

NEW QUESTION # 102
Which is included in the purpose of the 'deliver and support' value chain activity?

A. Providing services to agreed specifications
B. Understanding stakeholder needs
C. Understanding the organization's service vision
D. Meeting stakeholder expectations for time to market

Answer: D

NEW QUESTION # 103
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests that cannot be automated should be handled as incidents

Answer: B

NEW QUESTION # 104
What type of chance is often used for resolving incidents or implementing security patches?

A. Normal change
B. Change model
C. Emergency change
D. Slandaid uhar ye

Answer: C

NEW QUESTION # 105
Why should a service level agreement include bundles of metrics?

A. To help focus on business outcomes, rather than operational result.
B. To ensure that all services are included in the service reports
C. To ensure that the service levels have been agreed with customers
D. To reduce the number of metrics that need to be measured and reported

Answer: A

Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%
20business%20outcomes.

NEW QUESTION # 106
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A. Continual service improvement
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B. Service strategy
C. Service operation
D. Service transition

Answer: A

NEW QUESTION # 107
......

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