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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q347-Q352):

NEW QUESTION # 347
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

• A. Service desk
• B. Problem management
• C. Service request management
• D. Continual management

Answer: A Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%20emotional%20intelligence.
NEW QUESTION # 348
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

• A. Problem analyst
• B. Change authority
• C. Service desk agent
• D. Service level manager

Answer: D Explanation:
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including:
Defining service levels
Documenting
Actively managing them
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 349
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?

• A. Change control
• B. Information security management
• C. Incident management
• D. Monitoring and event management

Answer: B
NEW QUESTION # 350
Which service management dimension is focused on activities and how these are coordinated?

• A. Value streams and processes
• B. Information and technology
• C. Organizations and people
• D. Partners and suppliers

Answer: A
NEW QUESTION # 351
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

• A. consumption
• B. management
• C. value
• D. provision

Answer: A Explanation:
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20who%20authorizes,%3B%20e.g.%2C%20the%20Finance%20Manager.
NEW QUESTION # 352
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