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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Four Dimensions of Service Management	20%	- Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology
Topic 2: ITIL Guiding Principles	25%	- Keep It Simple and Practical - Focus on Value - Collaborate and Promote Visibility - Think and Work Holistically - Start Where You Are - Optimize and Automate - Progress Iteratively with Feedback
Topic 3: Service Management Key Concepts	25%	- Value and Value Co-creation - Service Relationships and Stakeholders
Topic 4: ITIL Practices Overview	15%	- Change Enablement - Problem Management - Service Desk - Service Level Management - Incident Management
Topic 5: ITIL Service Value System (SVS)	15%	- Practices Overview - Service Value Chain - Governance

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ITIL 4 Foundation Exam Sample Questions (Q109-Q114):

NEW QUESTION # 109
Which practice provides a communications point for users to report operational issues, queries and requests?

A. Service desk
B. Continual improvement
C. Relationship management
D. Incident management

Answer: A

Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 110
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. outcomes
B. outputs
C. costs
D. risks

Answer: A

NEW QUESTION # 111
Which activity is NOT recommended by the start where you are' guiding principle?

A. Discarding existing processes before assessing their usefulness
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion found in reports
D. Involving people who are not familiar with a service when observing and assessing its activities

Answer: A

Explanation:
Explanation
Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

NEW QUESTION # 112
What is the purpose of the 'deployment management' practice?

A. To plan and manage the full lifecycle of all IT assets.
B. To make new and changed services and features available for use
C. To protect the information needed by the organization to conduct its business
D. To move new or changed components to live environments

Answer: D

NEW QUESTION # 113
Which two practices use workarounds?

A. Change enablement and problem management
B. Change enablement and continual improvement
C. Problem management and incident management
D. Incident management and continual improvement

Answer: C

NEW QUESTION # 114
......

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