Free PDF First-grade ITIL ITIL-4-Foundation - Exam ITIL 4 Foundation Exam Quiz

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

SectionWeightObjectives
Understand the purpose and effects of the service value system15-20%- Overview of the service value system
- Opportunity and demand
- The service value chain
- The ITIL practices in the service value chain
Understand the four dimensions of service management15-20%- Overview of the four dimensions
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
Understand the key concepts of service management15-20%- Key concepts of creating value with services
- Organize and deliver value with services
- Key concepts of the service relationship
Understand how the ITIL framework guides the organization15-20%- Nature and use of the ITIL guiding principles
- The ITIL principles in detail
- Other frameworks and methods
Understand the key ITIL practices30-35%- Service configuration management practices
- Service desk practice
- Incident management and request fulfillment practices
- Continual improvement practices
- Service level management practices
- Relationship management practices
- Supplier management practices

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ITIL 4 Foundation Exam Sample Questions (Q55-Q60):

NEW QUESTION # 55
Which practice provides users with a way to get various requests arranged, explained and coordinated?

Answer: B

Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/


NEW QUESTION # 56
Which practice guarantees that users have a range of access channels to choose from to report problems?

Answer: D


NEW QUESTION # 57
Which term relates to service levels aligned with the needs of service consumers?

Answer: D


NEW QUESTION # 58
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

Answer: C


NEW QUESTION # 59
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Answer: B


NEW QUESTION # 60
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