ITIL ITIL-4-Foundation Actual Dump - New ITIL-4-Foundation Test Notes

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q71-Q76):

NEW QUESTION # 71
What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. A tangible or intangible deliverable of an activity
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Answer: C

NEW QUESTION # 72
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A. 'focus on value' guiding principle
B. four dimensions of service management
C. service value system
D. 'service request management' practice

Answer: C

NEW QUESTION # 73
Which is included in the purpose of the 'change enablement' practice?

A. Ensure that risks have been property assessed
B. Record and report selected changes of state
C. Plan and manage the full lifecycle of all IT assets
D. Make new and changed services available for use

Answer: A

NEW QUESTION # 74
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A. information
B. utility
C. costs
D. warranty

Answer: C

NEW QUESTION # 75
Which phase of problem management includes the regular assessment of the effectiveness of workarounds?

A. Error control
B. Problem analysis
C. Problem control
D. Problem identification

Answer: A

NEW QUESTION # 76
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