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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Practices	30%	- Service management practices 1. Incident management 2. Change enablement 3. Service configuration management 4. Problem management 5. Service request management 6. Service desk 7. Deployment management - General management practices 1. Continual improvement 2. Service level management 3. Information security management 4. Supplier management 5. Relationship management
ITIL Service Value System	20%	- Overview and purpose - Continual improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance
ITIL Guiding Principles	20%	- Start where you are - Optimize and automate - Focus on value - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility
Four Dimensions of Service Management	15%	- Organizations and people - Value streams and processes - Partners and suppliers - Information and technology
Service Management Concepts	15%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services

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ITIL 4 Foundation Exam Sample Questions (Q65-Q70):

NEW QUESTION # 65
Which statement about a 'continual improvement register (CIR)' is TRUE?

A. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
B. Used to help plan changes, assist in communication, avoid conflicts, and assign resources
C. Used to select the right method, model or technique for identifying improvements
D. Used to track and manage improvement ideas from identification through to final action

Answer: D

NEW QUESTION # 66
What is the purpose of problem management?

A. Reduces the likelihood and impact of incidents
B. Determines how the service provider is perceived
C. Helps direct the incident to the correct support area
D. Ensures services are restored as soon as possible

Answer: A

NEW QUESTION # 67
What considerations influence the supplier strategy of an organization?

A. Level of formality
B. Corporate culture of the organization
C. Contracts and agreements
D. Type of cooperation with suppliers

Answer: B

NEW QUESTION # 68
Which statement about the purpose or the Monitoring and event management practice is TRUE?

A. Systematically observe services and service components and record and report selected changes of state identified as events
B. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

Answer: A

Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL
4 - A Pocket Guide, page 31; ITIL 4 Practice Guide: Monitoring and Event Management, page 7.

NEW QUESTION # 69
Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical

Answer: B

NEW QUESTION # 70
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