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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
ITIL Service Value System20%- Continual improvement
- Governance
- Overview and purpose
- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
ITIL Guiding Principles20%- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Focus on value
- Optimize and automate
- Keep it simple and practical
ITIL Practices30%- General management practices
  • 1. Continual improvement
    • 2. Service level management
      • 3. Relationship management
        • 4. Information security management
          • 5. Supplier management
            - Service management practices
            • 1. Service desk
              • 2. Deployment management
                • 3. Problem management
                  • 4. Change enablement
                    • 5. Service configuration management
                      • 6. Incident management
                        • 7. Service request management
                          Four Dimensions of Service Management15%- Information and technology
                          - Organizations and people
                          - Partners and suppliers
                          - Value streams and processes
                          Service Management Concepts15%- Value, outcomes, costs and risks
                          - Products and services
                          - Service relationships: service providers, consumers, stakeholders

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                          ITIL 4 Foundation Exam Sample Questions (Q75-Q80):

                          NEW QUESTION # 75
                          When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?

                          Answer: D

                          Explanation:
                          The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
                          For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
                          https://www.bmc.com/blogs/itil-continual-improvement/


                          NEW QUESTION # 76
                          Which of the following terms is more suitable to describe the functionality of a service?

                          Answer: D

                          Explanation:
                          Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1. Utility is one of the two elements of service value, along with warranty2. Reference: ITIL Foundation - ITIL 4 Edition, page 4; ITIL 4 - A Pocket Guide, page 14.


                          NEW QUESTION # 77
                          What is a definition of a problem?

                          Answer: B


                          NEW QUESTION # 78
                          Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

                          Answer: A


                          NEW QUESTION # 79
                          Which statement about problems is CORRECT?

                          Answer: A


                          NEW QUESTION # 80
                          ......

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