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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Nature and use of the ITIL guiding principles - Other frameworks and methods
Topic 2: Understand the key ITIL practices	30-35%	- Service level management practices - Service configuration management practices - Relationship management practices - Incident management and request fulfillment practices - Continual improvement practices - Service desk practice - Supplier management practices
Topic 3: Understand the four dimensions of service management	15-20%	- Overview of the four dimensions - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers
Topic 4: Understand the purpose and effects of the service value system	15-20%	- The service value chain - Overview of the service value system - Opportunity and demand - The ITIL practices in the service value chain
Topic 5: Understand the key concepts of service management	15-20%	- Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services

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ITIL 4 Foundation Exam Sample Questions (Q73-Q78):

NEW QUESTION # 73
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
B. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
C. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

Answer: D

NEW QUESTION # 74
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

A. Requirements
B. Resources
C. Suppliers
D. products

Answer: A

NEW QUESTION # 75
Which statement about change management is CORRECT?

A. It optimizes overall business risk
B. It ensures that service requests follow the normal change management process
C. It optimizes financial exposure
D. It ensures that all changes are authorized by the change advisory board (CAB)

Answer: D

NEW QUESTION # 76
Which is the BEST type of resource for investigating complex incidents?

A. Disaster recovery plans
B. Knowledgeable support staff
C. Detailed work instructions
D. Self-help systems

Answer: B

Explanation:
More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.

NEW QUESTION # 77
Which statement about the input and output of the value chain activities is CORRECT?

A. Input and output are fixed for each value chain activity
B. The organization's governance will determine the inputs and outputs of each value chain activity
C. Each value chain activity receives inputs and provides outputs
D. Some value chain activities only have input, whereas others only have outputs

Answer: C

Explanation:
Explanation
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION # 78
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