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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the key concepts of service management	15-20%	- Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services
Topic 2: Understand the key ITIL practices	30-35%	- Continual improvement practices - Incident management and request fulfillment practices - Service level management practices - Supplier management practices - Service desk practice - Service configuration management practices - Relationship management practices
Topic 3: Understand the four dimensions of service management	15-20%	- Overview of the four dimensions - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes
Topic 4: Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - Opportunity and demand - The service value chain - The ITIL practices in the service value chain
Topic 5: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles

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ITIL 4 Foundation Exam Sample Questions (Q30-Q35):

NEW QUESTION # 30
Which statement about the 'continual improvement' practice is CORRECT?

A. A single continual improvement register should be maintained by senior management.
B. Training should be provided to those involved in continual improvement.
C. Continual improvement participation should be limited to a small dedicated team.
D. It is the role of senior management to authorize improvement initiatives.

Answer: B

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION # 31
Which practice guarantees that users nave a range of access channels to choose from to report problems?

A. Change enablement
B. Service desk
C. Incident management
D. Service level management

Answer: B

Explanation:
The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Service Desk, page 7.

NEW QUESTION # 32
Which statement about known errors and problems is CORRECT?

A. Known error is the status assigned to a problem after it has been analysed
B. Known errors cause vulnerabilities, problems cause incidents
C. A known error is the cause of one or more problems
D. Known errors are managed by technical staff, problems are managed by service management staff

Answer: A

NEW QUESTION # 33
Which is the MOST LIKELY way of resolving major incidents?

A. A support team following detailed procedures for investigating the incident
B. The service desk identifying the cause and a resolution
C. Users establishing a resolution using serf-help
D. A temporary team working together to identity a resolution

Answer: D

Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. The most likely way of resolving major incidents is by forming a temporary team working together to identify a resolution, such as a major incident team or a swarming team3. The other statements are not true because:
* Users establishing a resolution using self-help: Self-help is an option for users to resolve their own incidents with minimal or no assistance from the service provider, but it is not suitable for major incidents that require urgent and expert attention3.
* The service desk identifying the cause and a resolution: The service desk is responsible for logging, categorizing, prioritizing, and escalating incidents, but it may not have the skills or authority to identify the cause and a resolution for major incidents that involve multiple teams or suppliers3.
* A support team following detailed procedures for investigating the incident: A support team may follow detailed procedures for investigating the incident, but it may not be able to resolve major incidents that require cross-functional collaboration or escalation3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 8.

NEW QUESTION # 34
Which should be handled by 'service request management'?

A. A request to resolve an error in a service
B. A request to change a target in a service level agreement
C. A request to implement a security patch
D. A request to provide a laptop

Answer: D

NEW QUESTION # 35
......

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