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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Understand the purpose and effects of the service value system15-20%- The service value chain
- Opportunity and demand
- The ITIL practices in the service value chain
- Overview of the service value system
Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- Other frameworks and methods
- The ITIL principles in detail
Understand the key concepts of service management15-20%- Organize and deliver value with services
- Key concepts of the service relationship
- Key concepts of creating value with services
Understand the key ITIL practices30-35%- Service level management practices
- Service configuration management practices
- Relationship management practices
- Service desk practice
- Continual improvement practices
- Incident management and request fulfillment practices
- Supplier management practices
Understand the four dimensions of service management15-20%- Value streams and processes
- Organizations and people
- Partners and suppliers
- Overview of the four dimensions
- Information and technology

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ITIL 4 Foundation Exam Sample Questions (Q97-Q102):

NEW QUESTION # 97
What is a definition of a problem?

Answer: D

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/


NEW QUESTION # 98
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Answer: B


NEW QUESTION # 99
What is recommended by the guiding principle 'progress iteratively with feedback'?

Answer: B


NEW QUESTION # 100
For which purpose would the continual improvement practice use a SWOT analysis?

Answer: B

Explanation:
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Imp


NEW QUESTION # 101
Which is a key element of the 'think and work holistically' guiding principle?

Answer: D

Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/


NEW QUESTION # 102
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