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ITIL ITIL-4-Foundation Exam Overview:

Certification Vendor:AXELOS / PeopleCert
Exam Name:ITIL® 4 Foundation Examination
Exam Number:ITIL-4-Foundation
Exam Duration:60 (75 for non-native English speakers)
Exam Format:Single Best Answer, Multiple Choice, Closed Book
Related Certifications:ITIL 4 Extension Modules
ITIL 4 Strategic Leader
ITIL 4 Managing Professional
Real Exam Qty:40
Certificate Validity Period:Lifetime (no renewal required)
Available Languages:Italian, Spanish, Portuguese, Japanese, French, English, Korean, Chinese, Dutch, German
Exam Price:$383 USD (exam only; varies by region and bundle)
Passing Score:65% (26 out of 40 questions)
Recommended Training:Official ITIL 4 Foundation Training Course
Exam Registration:PeopleCert Official Registration
Pearson VUE Test Centers
Sample Questions:ITIL ITIL-4-Foundation Sample Questions
Exam Way:Online proctored or at authorized test centers
Pre Condition:No formal prerequisites; open to all candidates
Official Syllabus URL:https://www.peoplecert.org/qualifications/itil/itil-4-foundation

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ITIL-4-Foundation (ITIL 4 Foundation) Exam is a globally recognized certification program that is administered by AXELOS, a UK-based organization that is responsible for the development and management of the ITIL framework. ITIL-4-Foundation Exam is available in multiple languages and can be taken at authorized testing centers around the world. Upon completion of the program, candidates will receive the ITIL 4 Foundation certification, which is a valuable credential for IT professionals.

ITIL 4 Foundation Exam Sample Questions (Q81-Q86):

NEW QUESTION # 81
What are guiding principles?

Answer: D


NEW QUESTION # 82
Which practice ensures that a variety of access channels are available for users to report issues?

Answer: B

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 # 83
What is the definition of "service management"?

Answer: C

Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.


NEW QUESTION # 84
Which practice guarantees that users nave a range of access channels to choose from to report problems?

Answer: B

Explanation:
The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL4 - A Pocket Guide, page 32; ITIL4 Practice Guide: Service Desk, page 7.


NEW QUESTION # 85
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Answer: B


NEW QUESTION # 86
......

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