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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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

                          NEW QUESTION # 73
                          Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

                          Answer: B


                          NEW QUESTION # 74
                          Which includes governance, management practices, and continual improvement?

                          Answer: D


                          NEW QUESTION # 75
                          Which is a purpose of the 'relationship management' practice?

                          Answer: C


                          NEW QUESTION # 76
                          Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

                          Answer: A

                          Explanation:
                          The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
                          Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes


                          NEW QUESTION # 77
                          Which value chain activity ensures that ongoing service activity meets user expectations?

                          Answer: D


                          NEW QUESTION # 78
                          ......

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