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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	Key Concepts From Lean, Agile, Devops, And Why These Are Important To Deliver Business Value
Topic 2	How ITIL Practices Described In ITIL 4 Will Maintain The Value And Importance Provided By The Current ITIL Processes
Topic 3	Whilst At The Same Time Expand To Be Integrated To Different Areas Of Service Management And IT, From Demand To Value
Topic 4	The Guiding Principles Of ITIL 4 The Four Dimensions Of Service Management
Topic 5	A Holistic Approach To The Facilitation Of Co-Creation Of Value With Customers And Other Stakeholders In The Form Of Products And Services

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ITIL 4 Foundation Exam Sample Questions (Q187-Q192):

NEW QUESTION # 187
Which practice provides users with a way to get various requests arranged, explained and coordinated?

• A. Relationship management
• B. Service level management
• C. Service desk
• D. Continual improvement

Answer: C 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 # 188
Which of the following is an example of incident?

• A. A user has requested access to a shared repository
• B. A user wants to reset the password of a server
• C. An application is not available during the business hours
• D. A backup server is being rebooted while services are running on the primary server

Answer: C
NEW QUESTION # 189
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

• A. The'release management' practice
• B. Service consumption
• C. The service value system
• D. Service relationship management

Answer: C
NEW QUESTION # 190
When should a workaround be created?

• A. As soon as possible, once the incident is logged
• B. When a problem cannot be resolved quickly
• C. After the resolution of a problem
• D. When a potential permanent solution has been identified

Answer: B Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION # 191
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

• A. Local
• B. Centralized
• C. Outsourced
• D. Virtual

Answer: C
NEW QUESTION # 192
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