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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	A Holistic Approach To The Facilitation Of Co-Creation Of Value With Customers And Other Stakeholders In The Form Of Products And Services
Topic 3	Key Concepts From Lean, Agile, Devops, And Why These Are Important To Deliver Business Value
Topic 4	How ITIL Practices Described In ITIL 4 Will Maintain The Value And Importance Provided By The Current ITIL Processes
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 (Q177-Q182):

NEW QUESTION # 177
Which is a purpose of the 'service desk' practice?

• A. To capture demand for incident resolution and service requests
• B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
• C. To maximize the number of successful IT changes by ensuring risks are properly assessed
• D. To set clear business-based targets for service performance

Answer: A
NEW QUESTION # 178
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

• A. Evaluate measurements and metrics
• B. Define measurable targets
• C. Execute improvement actions
• D. Perform baseline assessments

Answer: A
NEW QUESTION # 179
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

• A. 1 and 2
• B. 3 and 4
• C. 1 and 4
• D. 2 and 3

Answer: A
NEW QUESTION # 180
Which is a risk that might be removed from a service consumer by an IT service?

• A. Failure of server hardware
• B. Security breach
• C. Cost of purchasing servers
• D. Service provider ceasing to trade

Answer: A Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 181
What must always be done before an activity is automated?

• A. Check that the activity has already been optimized
• B. Ensure that DevOps has been successfully implemented
• C. Ensure the solution removes the need for human intervention
• D. Check that suitable new technology has been purchased

Answer: A
NEW QUESTION # 182
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