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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q89-Q94):

NEW QUESTION # 89
What ensures that a service provider and a service consumer continually co-create value?

A. Service consumption
B. Service offerings
C. Service relationship management
D. Change enablement

Answer: C

Explanation:
Explanation
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=and%20stakeholder%20managemen

NEW QUESTION # 90
For which purpose would the continual improvement practice use a SWOT analysis?

A. Ensuring everyone actively participates
B. Tracking and managing ideas
C. Defining the future desired state
D. Understanding the current state

Answer: D

Explanation:
Explanation
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION # 91
Which practice includes management of workarounds and known errors?

A. Incident management
B. Service configuration management
C. Problem management
D. Monitoring and event management

Answer: C

NEW QUESTION # 92
Which statement about the 'change enablement' practice is CORRECT?

A. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
D. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Answer: B

NEW QUESTION # 93
Which is included in the purpose of the 'deliver and support' value chain activity?

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

Answer: A

NEW QUESTION # 94
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