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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q107-Q112):

NEW QUESTION # 107
Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring continual engagement and good relationships with all stakeholders
B. Ensuring that services continually meet expectations for quality, costs, and lime to market
C. Ensuring the continual improvement of practices across all value chain activities
D. Ensuring a shared understanding of the improvement direction for services across the organization

Answer: C

Explanation:
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.

NEW QUESTION # 108
Why should a service level manager carry out regular service reviews?

A. To capture information about service issues and performance against agreed goals
B. To collect information about service consumer goals and objectives
C. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
D. To ensure that agreements are written simply and are easy to understand

Answer: A

NEW QUESTION # 109
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A. Service request management
B. Service level management
C. Service configuration management
D. Service desk

Answer: B

NEW QUESTION # 110
Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service level management
B. Change control
C. Problem management
D. Service configuration management

Answer: B

NEW QUESTION # 111
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

A. relationships with suppliers
B. skills of people
C. authorization of changes
D. configuration of services

Answer: D

Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/

NEW QUESTION # 112
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