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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q17-Q22):

NEW QUESTION # 17
What should remain uonslani within an organization, even when the organization's objectives change?

A. Guiding principles
B. Service offerings
C. Outputs
D. Outcomes

Answer: A

NEW QUESTION # 18
When should a change request be submitted to resolve a problem?

A. As soon as the analysis of the frequency and impact of incidents justifies the change
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of cost, risks and benefits justifies the change
D. As soon as a solution for the problem has been identified

Answer: C

NEW QUESTION # 19
Which guiding principle says that services and processes should NOT provide a solution for every exception?

A. Think and work holistically
B. Optimize and automate
C. Collaborate and promote visibility
D. Keep it simple and practical

Answer: B

NEW QUESTION # 20
What are 'engage', 'plan' and 'improve' examples of?

A. Service value chain inputs
B. Service level management
C. Change control
D. Service value chain activities

Answer: D

NEW QUESTION # 21
Which describes a standard change?

A. change that needs to be scheduled, assessed and authorized following a defined process
B. high-risk change that needs very thorough assessment
C. change that must be implemented as soon as possible
D. change that is typically implemented as a service request

Answer: D

NEW QUESTION # 22
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