ITIL 4 Foundation Exam exam collection，ITIL-4-Foundation actual test

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 2: Understand the purpose and effects of the service value system	15-20%	- The ITIL practices in the service value chain - The service value chain - Overview of the service value system - Opportunity and demand
Topic 3: Understand the four dimensions of service management	15-20%	- Value streams and processes - Overview of the four dimensions - Partners and suppliers - Information and technology - Organizations and people
Topic 4: Understand the key ITIL practices	30-35%	- Supplier management practices - Relationship management practices - Service desk practice - Incident management and request fulfillment practices - Continual improvement practices - Service configuration management practices - Service level management practices
Topic 5: Understand how the ITIL framework guides the organization	15-20%	- Nature and use of the ITIL guiding principles - The ITIL principles in detail - Other frameworks and methods

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ITIL 4 Foundation Exam Sample Questions (Q29-Q34):

NEW QUESTION # 29
Which of these should be logged and managed as a problem?

A. Trend analysis shows a large number of similar incidents
B. A user requests delivery of a laptop
C. A monitoring tool detects a change of state for a service
D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: A

NEW QUESTION # 30
Which statement about standard changes is CORRECT?

A. The appropriate change authority should be assigned to each type of change
B. A full assessment should be completed each time the change is implemented
C. The change does not require additional authorization
D. The change can be implemented with less testing if necessary

Answer: C

NEW QUESTION # 31
Which is a result of applying the guiding principle 'progress iteratively with feedback'?

A. Understanding the current state and identifying what can be reused
B. Understanding the customer's perception of value
C. The ability to discover and respond to failure earlier
D. Standardization of practices and services

Answer: C

NEW QUESTION # 32
Which practice ensures that a variety of access channels are available for users to report issues?

A. Change enablement
B. Incident management
C. Service desk
D. Service level management

Answer: C

Explanation:
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 33
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

A. Organize work into small manageable units
B. Reduce the number of steps that produce tangible results
C. Analyse the whole situation in detail before taking any action
D. Prohibit changes to plans after they have been finalized

Answer: A

Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL4 - A Pocket Guide, page 27; ITIL4 Practice Guide: Progress Iteratively with Feedback, page 9.

NEW QUESTION # 34
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