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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Understand the key ITIL practices30-35%- Service level management practices
- Continual improvement practices
- Relationship management practices
- Incident management and request fulfillment practices
- Service desk practice
- Supplier management practices
- Service configuration management practices
Topic 2: Understand the purpose and effects of the service value system15-20%- Opportunity and demand
- Overview of the service value system
- The ITIL practices in the service value chain
- The service value chain
Topic 3: 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
Topic 4: Understand the four dimensions of service management15-20%- Value streams and processes
- Overview of the four dimensions
- Partners and suppliers
- Organizations and people
- Information and technology
Topic 5: Understand the key concepts of service management15-20%- Key concepts of the service relationship
- Key concepts of creating value with services
- Organize and deliver value with services

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ITIL 4 Foundation Exam Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which statement about the purpose of the Monitoring and event management practice is TRUE?

Answer: B


NEW QUESTION # 32
Which service value chain activity deals with the purchase of new products?

Answer: B

Explanation:
Explanation
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/


NEW QUESTION # 33
Which ITIL concept helps an organization to make good decisions?

Answer: B

Explanation:
In ITIL 4, guiding principles are defined as recommendations that guide an organization in all circumstances, regardless of changes in goals, strategies, work type, or management structure. They are explicitly intended to support decision-making and actions at all levels of the organization.
The guiding principles help people decide:
* How to approach work
* How to prioritize activities
* How to respond to challenges or opportunities
* How to adapt service management practices to the organization's context The other options are important ITIL concepts, but they do not primarily exist to guide decisions in every situation:
* Four dimensions of service management give a holistic view of what must be considered, but do not themselves provide decision rules.
* Service value chain describes core activities that create value, not a decision framework.
* Practices describe how specific types of work are organized, not general decision guidance.
Therefore, the ITIL concept that helps an organization make good decisions in all circumstances is the guiding principles.


NEW QUESTION # 34
What should remain constant within an organization, even when the organization's objectives change?

Answer: B

Explanation:
Explanation
https://www.bmc.com/blogs/itil-guiding-principles/


NEW QUESTION # 35
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Answer: B


NEW QUESTION # 36
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