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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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

                          NEW QUESTION # 62
                          Which statement about the 'four Ps' of service design is CORRECT?

                          Answer: A


                          NEW QUESTION # 63
                          Which term is used to describe removing something that could have an effect on a service?

                          Answer: A

                          Explanation:
                          A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
                          https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indire


                          NEW QUESTION # 64
                          Which practice involves the management of vulnerabilities that were not identified before the service went live?

                          Answer: C


                          NEW QUESTION # 65
                          What is the CORRECT definition of service management?

                          Answer: A


                          NEW QUESTION # 66
                          Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

                          Answer: B


                          NEW QUESTION # 67
                          ......

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