Syllabus for the ITIL 4 Foundation Course

This table contains the syllabus checklist for the ITIL 4 Foundation Course. Use this table as a checklist to ensure that you understand all the concepts before you write the exam.

Also refer to The Definitive Guide to Passing the ITIL 4 Foundation Exam for additional resources.

1.1Recall the definition of:
a)  Service
b)  Utility
c)  Warranty
d)  Customer
e)  User
f)  Service management
g)  Sponsor
1.2Describe the key concepts of creating value with:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty
1.3Describe the key concepts of service relationships:
a)  Service offering
b)  Service relationship management
c)  Service provision
d)  Service consumption
2.1Describe the nature, use and interaction of the guiding principles
2.2Explain the use of the guiding principles
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Collaborate and promote visibility
e) Think and work holistically
f) Keepitsimpleandpractical
g) Optimise and automate
3.1Describe the four dimensions of service management:
a) Organizations and people
b) Information and technology
c) Partners and suppliers
d) Value streams and processes
4.1Describe the ITIL service value systems
5.1Describe the interconnected nature of the service value chain and how this supports value streams
5.2Describe the inputs, outputs and purpose of each value chain activity:
a)  Plan
b)  Improve
c)  Engage
d)  Design & transition
e)  Obtain/build
f)  Deliver & support
6.1Recall the purpose of the following ITIL practices:
a)  Information security management
b)  Relationship management
c)  Supplier management
d)  Availability management
e)  Capacity and performance management
f)  IT asset management
g)  Service continuity management
h)  Monitoring and event management
i)  Release management
j)  Service configuration management
k)  Deployment management
l)  Continual improvement
m)  Change enablement
n)  Incident management
o)  Problem management
p)  Service request management
q)  Service desk
r)  Service level management
6.2Recall definitions of the following ITIL terms:
a)  Availability
b)  IT asset
c)  Event
d)  Configuration item
e)  Change
f)  Incident
g)  Problem
h)  Known error
7.1Explain the following ITIL practices in detail, including how they fit within the service value chain:
a) Continual improvement
b)  Change enablement
c)  Incident management
d)  Problem management
e)  Service request management
f)  Service desk
g)  Service level management

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