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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Guiding Principles	20%	- Collaborate and promote visibility - Start where you are - Optimize and automate - Keep it simple and practical - Think and work holistically - Focus on value - Progress iteratively with feedback
Service Management Concepts	15%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services
ITIL Practices	30%	- Service management practices 1. Service request management 2. Service desk 3. Deployment management 4. Change enablement 5. Service configuration management 6. Problem management 7. Incident management - General management practices 1. Continual improvement 2. Service level management 3. Information security management 4. Relationship management 5. Supplier management
ITIL Service Value System	20%	- Continual improvement - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Overview and purpose
Four Dimensions of Service Management	15%	- Partners and suppliers - Organizations and people - Information and technology - Value streams and processes

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ITIL 4 Foundation Exam ITIL-4-Foundation Prüfungsfragen mit Lösungen (Q77-Q82):

77. Frage
Which value chain activity is concerned with the availability of service components?

A. Design and transition
B. Deliver and support
C. Plan
D. Obtain/build

Antwort: D

Begründung:
The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/#:~:text=The%20Obtain%2FBuild%20activity%20is,they%20meet%20the%20agreed%20specifications.

78. Frage
In service relationships, what is a benefit of identifying consumer roles?

A. It enables a common definition of value
B. It provides shared service expectations
C. It enables effective stakeholder management
D. It removes constraints from the customer

Antwort: C

79. Frage
Which statement about emergency changes is CORRECT?

A. Emergency changes are not usually recorded in the change schedule
B. Emergency changes are low risk and well understood
C. Authorization of emergency changes may be deferred until after implementation
D. It is necessary to complete all documentation before an emergency charge is implemented

Antwort: A

Begründung:
* Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%
20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

80. Frage
What can a change schedule be used for?

A. Providing a way to initiate normal changes
B. Providing information about deployed changes to help manage incidents and problems.
C. Tracking and managing improvement ideas from identification through to final action
D. Speeding up the planning and authorization of emergency changes

Antwort: B

Begründung:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,problem%20management%2C%20and%20improvement%20planning.

81. Frage
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A. A standard change
B. An internal change
C. An emergency change
D. A normal change

Antwort: A

82. Frage
......

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