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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Four Dimensions of Service Management15%- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
Topic 2: Service Management Concepts15%- Service relationships: service providers, consumers, stakeholders
- Products and services
- Value, outcomes, costs and risks
Topic 3: ITIL Service Value System20%- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- Governance
- Continual improvement
- Overview and purpose
Topic 4: ITIL Practices30%- General management practices
  • 1. Continual improvement
    • 2. Service level management
      • 3. Supplier management
        • 4. Information security management
          • 5. Relationship management
            - Service management practices
            • 1. Change enablement
              • 2. Problem management
                • 3. Service desk
                  • 4. Incident management
                    • 5. Deployment management
                      • 6. Service request management
                        • 7. Service configuration management
                          Topic 5: ITIL Guiding Principles20%- Keep it simple and practical
                          - Focus on value
                          - Optimize and automate
                          - Progress iteratively with feedback
                          - Think and work holistically
                          - Start where you are
                          - Collaborate and promote visibility

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                          ITIL 4 Foundation Exam Sample Questions (Q36-Q41):

                          NEW QUESTION # 36
                          What does 'change enablement' PRIMARILY focus on?

                          Answer: D


                          NEW QUESTION # 37
                          Which BEST describes the purpose of the 'improve' value chain activity?

                          Answer: B

                          Explanation:
                          "The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
                          https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%


                          NEW QUESTION # 38
                          Which is a key element of the 'think and work holistically' guiding principle?

                          Answer: C

                          Explanation:
                          No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
                          Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
                          To apply this principle successfully, consider this advice:
                          Recognize the complexity of the systems
                          Collaboration is key to thinking and working holistically
                          Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
                          https://www.bmc.com/blogs/itil-guiding-principles/


                          NEW QUESTION # 39
                          What is a definition of a problem?

                          Answer: B

                          Explanation:
                          Reference: https://www.bmc.com/blogs/itil-problem-management/


                          NEW QUESTION # 40
                          Which is a result of applying the guiding principle 'progress iteratively with feedback'?

                          Answer: C


                          NEW QUESTION # 41
                          ......

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