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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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                          ITIL 4 Foundation Exam Sample Questions (Q115-Q120):

                          NEW QUESTION # 115
                          Which step of the 'continual improvement model' defines measurable targets?

                          Answer: C

                          Explanation:
                          Explanation
                          This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business's vision in mind, but also with a sense of what is practically possible.
                          https://blog.masterofproject.com/continual-improvement-model/


                          NEW QUESTION # 116
                          Which statement about the known error database (KEDB) is CORRECT?

                          Answer: D

                          Explanation:
                          management


                          NEW QUESTION # 117
                          What is the expected outcome from using a service value chain?

                          Answer: D


                          NEW QUESTION # 118
                          Which practice has a strong influence on the user experience and perception of the service provider?

                          Answer: D


                          NEW QUESTION # 119
                          Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

                          Answer: D


                          NEW QUESTION # 120
                          ......

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