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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	Whilst At The Same Time Expand To Be Integrated To Different Areas Of Service Management And IT, From Demand To Value
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	A Holistic Approach To The Facilitation Of Co-Creation Of Value With Customers And Other Stakeholders In The Form Of Products And Services

ITIL 4 Foundation Exam Sample Questions (Q82-Q87):

NEW QUESTION # 82
What is a problem that has been analysed but has not been resolved?

• A. Workaround
• B. Event
• C. Known error
• D. Incident

Answer: C
NEW QUESTION # 83
Which is an activity of the 'problem management' practice?

• A. Restoration of normal service operation as quickly as possible
• B. Resolution of incidents in a time that meet customer expectations
• C. Authorization of changes to resolve the cause of problems.
• D. Prioritization of problems based on the risk that they pose

Answer: D
NEW QUESTION # 84
Which describes a 'change authority'?

• A. A way to manage the people aspects of change
• B. A tool used to help changes
• C. A person who approves a change
• D. A model used to determine who will assess a change

Answer: C
NEW QUESTION # 85
Which statement about emergency changes is CORRECT?

• A. It is necessary to complete all documentation before an emergency charge is implemented
• B. Emergency changes are not usually recorded in the change schedule
• C. Authorization of emergency changes may be deferred until after implementation
• D. Emergency changes are low risk and well understood

Answer: B Explanation:
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.
NEW QUESTION # 86
What three elements make up the Service Portfolio?

• A. Service pipeline, configuration management system and service catalogue
• B. Customer portfolio, service catalogue and retired services
• C. Service pipeline, service catalogue and retired services
• D. Customer portfolio, configuration management system and service catalogue

Answer: C Explanation:
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NEW QUESTION # 87
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