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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q57-Q62):

NEW QUESTION # 57
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A. Problem analysis
B. Problem control
C. Error control
D. Problem identification

Answer: C

Explanation:
Error control also regularly re-assesses the status of known errors that have not been resolved, taking account of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds
https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,resolutions%2C%20and%20effectiveness%20of%20workarounds.

NEW QUESTION # 58
Which stakeholders co-create value in a service relationship?

A. Investor and supplier
B. Investor and consumer
C. Provider and supplier
D. Consumer and provider

Answer: D

NEW QUESTION # 59
Which statement about outcomes is CORRECT?

A. An outcome defines the amount of money spent on technology for a service
B. Outcomes enable products to be delivered to a stakeholder
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs

Answer: C

Explanation:
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
* Outputs are nearly always quantitative, with data available to show whether these have been delivered.
Outputs are easy to report on and to validate. There is no grey area.
* Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/

NEW QUESTION # 60
What are the three phases of 'problem management'?

A. Problem logging, problem classification, problem resolution
B. Problem analysis, error identification, incident resolution
C. Incident management, problem management, change control
D. Problem identification, problem control, error control

Answer: D

NEW QUESTION # 61
Which BEST describes the purpose of the 'improve' value chain activity?

A. To ensure a shared understanding of the vision and improvement direction for all products and services
B. To organize a major improvement initiative into several smaller initiatives
C. To continually improve all products and services across all value chain activities
D. To make new and improved services and features available for use

Answer: C

Explanation:
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://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%

NEW QUESTION # 62
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