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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the four dimensions of service management	15-20%	- Value streams and processes - Partners and suppliers - Overview of the four dimensions - Organizations and people - Information and technology
Topic 2: Understand how the ITIL framework guides the organization	15-20%	- Other frameworks and methods - The ITIL principles in detail - Nature and use of the ITIL guiding principles
Topic 3: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Key concepts of creating value with services - Organize and deliver value with services
Topic 4: Understand the purpose and effects of the service value system	15-20%	- Opportunity and demand - The service value chain - The ITIL practices in the service value chain - Overview of the service value system
Topic 5: Understand the key ITIL practices	30-35%	- Service level management practices - Relationship management practices - Supplier management practices - Incident management and request fulfillment practices - Service configuration management practices - Service desk practice - Continual improvement practices

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ITIL 4 Foundation Exam Sample Questions (Q62-Q67):

NEW QUESTION # 62
Which practice identifies metrics that reflect a customer experience of a service?

A. Continual improvement
B. Service desk
C. Problem management
D. Service level management

Answer: D

NEW QUESTION # 63
Which is the definition of an IT asset?

A. Any request from a user that is a normal part of service delivery
B. Any component that needs to be managed to deliver a service
C. Any change of state that has significance for the management of a service
D. Any financially valuable component that contributes to a service

Answer: D

Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a

NEW QUESTION # 64
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

Answer: A

Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION # 65
What is MOST LIKELY to be handled as a service request?

A. Managing an interruption to a service
B. The implementation of a workaround
C. Providing a virtual server for a development team
D. An emergency change to apply a security patch

Answer: C

Explanation:
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.

NEW QUESTION # 66
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Answer: C

NEW QUESTION # 67
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