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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

>> Valid ITIL-4-Foundation Test Objectives <<

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ITIL 4 Foundation Exam Sample Questions (Q63-Q68):

NEW QUESTION # 63
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

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

Answer: C

Explanation:
https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION # 64
Which is an input to the service value system?

A. Recommendations to help an organization in all aspects of its work
B. A model to help meet stakeholders expectations
C. A need from consumers for new or changes services
D. The system of directing and controlling an organization

Answer: C

Explanation:
Explanation
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20other

NEW QUESTION # 65
What are the ITIL guiding principles used for?

A. To ensure that an organization's performance continually meets stakeholders' expectations
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To help an organization make good decisions

Answer: D

NEW QUESTION # 66
What is the purpose of problem management?

A. Determines how the service provider is perceived
B. Reduces the likelihood and impact of incidents
C. Helps direct the incident to the correct support area
D. Ensures services are restored as soon as possible

Answer: B

NEW QUESTION # 67
What is the definition of "service management"?

A. A set of specialized organizational capabilities for enabling value for customers in the form of services.
B. A result for a stakeholder enabled by one or more outputs
C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
D. A formal description of one or more services, designed to address the needs of a target consumer group

Answer: A

Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.

NEW QUESTION # 68
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