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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q46-Q51):

NEW QUESTION # 46
What can a service remove from the consumer and impose on the consumer?

A. Outcome
B. Utility
C. Cost
D. Asset

Answer: C

NEW QUESTION # 47
Which statement about value creating activities is CORRECT?

A. Organizations should ensure that each value stream is applicable to many scenarios
B. A value stream is an operating model for creating value through products and services
C. Service value chain activities have pre-determined dependencies on ITIL practices
D. Each value stream should be designed with a specific combination of service value chain activities

Answer: D

NEW QUESTION # 48
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?

A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
B. An organization should always develop competencies in methodologies and techniques that will meet their
needs
C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
D. An organization should always use a single technique to ensure metrics are consistent

Answer: B

NEW QUESTION # 49
Which is a use of a change schedule?

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

Answer: D

NEW QUESTION # 50
Which statement about outcome is CORRECT?

A. Outcomes help a service consumer to assess the cost of a specific activity
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes rely on outputs to deliver results for a stakeholder

Answer: D

NEW QUESTION # 51
......

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