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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q102-Q107):

NEW QUESTION # 102
Which is a use of a continual improvement register?

A. Selecting the right method, model or technique for identifying improvements
B. Describing the services designed to meet the needs of a consumer group
C. Tracking and managing improvement ideas from identification through to final action
D. Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Answer: C

NEW QUESTION # 103
What is a user?

A. The role that uses services
B. The role that authorizes budget for service consumption
C. The role that directs and controls an organization
D. The role that defines the requirements for a service

Answer: A

Explanation:
A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL\ 4 - A Pocket Guide, page 18.

NEW QUESTION # 104
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?

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

Answer: C

Explanation:
The service request management practice supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner1. A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery2. A user wanting to know how to create a report is an example of a service request that can be handled by the service request management practice3. The other statements are not true because:
* Incident management: The incident management practice restores normal service operation as quickly as possible after an interruption or reduction in quality of an IT service1. A user wanting to know how to create a report is not an incident, as it does not affect the availability or performance of a service2.
* Service level management: The service level management practice sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice does not directly handle user requests, but it may define the service level agreements (SLAs) and service level objectives (SLOs) that apply to them2.
* Change enablement: The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services2. A user wanting to know how to create a report is not a change, as it does not alter the configuration or functionality of a service component2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL4 - A Pocket Guide, page 37; ITIL4 Practice Guide: Service Request Management, page 7.

NEW QUESTION # 105
What is warranty?

A. The amount of money spent on a specific activity or resource
B. The perceived benefits, usefulness and importance of something
C. The functionality offered by a product or service to meet a particular need
D. Assurance that a product or service will meet agreed requirements

Answer: D

NEW QUESTION # 106
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. The delivery of products to a stakeholder is enabled by outcomes
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders regarding the performance of a service

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. References: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.

NEW QUESTION # 107
......

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