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Exam duration : 60 minutes (Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total)
Number of marks : 40 marks (There are 40 questions, each worth 1 mark. There is no negative marking.)
Provisional Pass mark : 26 marks (You will need to get 26 questions correct (65%) to pass the exam.)
ITIL 4 Foundation candidates will have an understanding of the following:
A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
The guiding principles of ITIL 4
The four dimensions of Service Management
Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.
The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled
services, to provide them with an understanding of the common language and key concepts, and to show them
how they can Boost their work and the work of their organization with ITIL 4 guidance. Furthermore, the
qualification will provide the candidate with an understanding of the ITIL 4 service management framework and
how it has evolved to adopt modern technologies and ways of working.
The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall
and understanding of the ITIL 4 service management framework, as described in the syllabus below, to be
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4
higher level qualifications, which assess the candidates ability to apply their understanding of the relevant parts
of the ITIL framework in context.
1.1 Recall the definition of
f) Service management
1.2 Describe the key concepts of creating value with services:
1.3 Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption
2.1 Describe the nature, use and interaction of the guiding principles
2.2 Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1 18.104.22.168)
b) Start where you are (4.3.2 22.214.171.124)
c) Progress iteratively with feedback (4.3.3 126.96.36.199)
d) Collaborate and promote visibility (4.3.4 188.8.131.52)
e) Think and work holistically (4.3.5 184.108.40.206)
f) Keep it simple and practical (4.3.6 220.127.116.11)
g) Optimize and automate (4.3.7 18.104.22.168)
3.1 Describe the four dimensions of service management (3):
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
5.2 Describe the purpose of each value chain activity:
d) Design & transition
f) Deliver & support
6.1 Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) supplier management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
6.2 Recall definitions of the following ITIL terms:
a) IT asset
c) Configuration item
g) Known error
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continual improvement (5.1.2) including:
- The continual improvement model (4.6, fig 4.3)
b) Change enablement (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15 22.214.171.124)
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