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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam 認定 ITIL-4-Foundation 試験問題 (Q58-Q63):

質問 # 58
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A. Start where you are
B. Focus on value
C. Optimize and automate
D. Progress iteratively with feedback

正解：D

質問 # 59
Which skill is required by the 'service level management' practice?

A. Supplier management
B. Problem management
C. Event monitoring
D. Technical expertise

正解：A

質問 # 60
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

A. audit
B. store
C. protect
D. provide

正解：C

質問 # 61
What is defined as "the role that uses services?

A. Sponsor
B. User
C. Service consumer
D. Customer

正解：B

解説：
In ITIL 4, several service consumer roles are defined to clarify how different stakeholders interact with services. These roles include customer, user, and sponsor, all of which fall under the broader term service consumer.
* A user is defined as the role that uses services.
* A customer is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
* A sponsor is the role that authorizes the budget for service consumption.
* A service consumer is a generic term for one or more of these roles (customer, user, sponsor).
Because the exact phrase in the question is "the role that uses services", this matches the ITIL 4 definition of
"user", so:
* C. User is the correct answer.
The other options do not match that definition:
* A. Service consumer - an umbrella term, not specifically "the role that uses services".
* B. Customer - focuses on requirements and outcomes, not direct use.
* D. Sponsor - focuses on funding and authorization, not use of services.
* ITIL 4 Foundation: Definitions of service consumer roles - customer, user, sponsor
* ITIL 4 Foundation: Key concepts of service relationships and service consumption

質問 # 62
Which statement about the 'change enablement' practice is CORRECT?

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

正解：B

質問 # 63
......

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