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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q90-Q95):

NEW QUESTION # 90
Which of the following statements about 'outcomes' is TRUE?

A. The level of expenses regarding a technology for a service is defined by an outcome
B. Outcomes provide assurance to stakeholders regarding the performance of a service
C. An outcome depends on at least one output to deliver a result
D. The delivery of products to a stakeholder is enabled by outcomes

Answer: C

Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.

NEW QUESTION # 91
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

A. Service request management
B. Service desk
C. Incident management
D. Change enablement

Answer: D

NEW QUESTION # 92
Which describes a CORRECT approach to change authorization?

A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. formal changes should be assessed and authorized before they are deployed
C. formal changes are typically implemented as service requests and authorized by the service desk
D. Emergency changes should be authorized by as many people as possible to reduce risk

Answer: B

NEW QUESTION # 93
What is the difference between the 'incident management" and 'service desk' practices'?

A. Incident management restores service operation; service desk provides communication with users
B. Incident What is the difference between the 'incident management" and 'service
C. Incident management resolves complex issues, service desk reserves simpler issues
D. Incident management manages interruptions to services, service desk monitors achieved service quality

Answer: A

Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 7.

NEW QUESTION # 94
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

A. Service request management
B. Incident management
C. Change enablement
D. Continual improvement

Answer: D

NEW QUESTION # 95
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