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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL ITIL-4-Foundation Exam Questions - 1 year of Free Updates

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ITIL 4 Foundation Exam Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which is an objective of the design coordination process?

A. To produce service design packages and ensure they are handed over to service transition
B. To gather and document new service level requirements from the customer
C. To document the initial structure and relationship between services and customers
D. To assess and evaluate all changes and their impact on service designs

Answer: A

Explanation:
Explanation
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NEW QUESTION # 79
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Monitoring and event management
B. Continual improvement
C. Information security management
D. Service level management

Answer: C

Explanation:
To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/

NEW QUESTION # 80
Which is described by the 'organizations and people' dimension of service management?

A. Inputs and outputs
B. Communication and collaboration
C. Contracts and agreements
D. Workflows and controls

Answer: B

Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20dimension%20sets%20out%20the%20people%20aspects,creation%20or%20consumption%20of%20services.

NEW QUESTION # 81
Which statement about the input and output of the value chain activities is CORRECT?

A. Some value chain activities only have input, whereas others only have outputs
B. Input and output are fixed for each value chain activity
C. The organization's governance will determine the inputs and outputs of each value chain activity
D. Each value chain activity receives inputs and provides outputs

Answer: D

Explanation:
Explanation
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION # 82
Which is a result of applying the guiding principle 'progress iteratively with feedback'?

A. The ability to discover and respond to failure earlier
B. Understanding the current state and identifying what can be reused
C. Standardization of practices and services
D. Understanding the customer's perception of value

Answer: A

NEW QUESTION # 83
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