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| Certification Vendor: | PeopleCert (formerly AXELOS/ITIL ownership transferred to PeopleCert) |
|---|---|
| Exam Name: | ITIL 4 Foundation Examination |
| Exam Number: | ITIL-4-Foundation |
| Exam Format: | Scenario-based questions (basic level), Multiple choice, Closed book |
| Real Exam Qty: | 40 |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | 3 years (renewal required via PeopleCert Continuing Professional Development) |
| Passing Score: | 26/40 (65%) |
| Available Languages: | English, Chinese (Simplified), Spanish, French, Japanese, German, Portuguese |
| Exam Price: | Varies by region (~USD 300–400 equivalent) |
| Related Certifications: | ITIL 4 Practice Manager ITIL 4 Managing Professional ITIL 4 Strategic Leader |
| Recommended Training: | PeopleCert Official Training AXELOS Accredited Training Organizations |
| Exam Registration: | PeopleCert Official Registration ITIL Certification Overview |
| Sample Questions: | ITIL ITIL-4-Foundation Sample Questions |
| Exam Way: | Online proctored or onsite test center (PeopleCert authorized delivery) |
| Pre Condition: | No formal prerequisites required. Basic IT familiarity recommended. |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/itil-4-foundation |
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ITIL 4 Foundation Exam covers a range of topics, including the ITIL service value system, the four dimensions of service management, the ITIL service value chain, and ITIL practices. ITIL-4-Foundation Exam consists of 40 multiple-choice questions and has a duration of 60 minutes. To pass the exam, candidates must score at least 65% or higher, which means they must correctly answer at least 26 out of 40 questions.
NEW QUESTION # 16
Which Practice includes management of workarounds and known errors?
Answer: C
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION # 17
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Answer: A
NEW QUESTION # 18
Which BEST describes the purpose of the 'improve' value chain activity?
Answer: D
Explanation:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20% E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%
20management.%E2%80%9D
NEW QUESTION # 19
What is used as a tool to help define and measure performance?
Answer: D
Explanation:
In ITIL 4, the service level management practice is responsible for setting clear, agreed targets for service performance and ensuring that services are delivered in line with these targets.
A key tool used in this practice is the service level agreement (SLA). An SLA is an agreement between a service provider and a customer that:
* Defines the expected level of service
* Documents specific, measurable service targets (such as availability, response time, resolution time)
* Provides a basis to monitor and measure performance against those targets Because SLAs describe measurable service targets and are used to assess whether the service provider is meeting those targets, they are explicitly used as a tool to help define and measure performance. This aligns directly with the wording in the question.
* A. A continual improvement register (CIR)The CIR is used in the continual improvement practice to record, track, and manage improvement opportunities and activities. It supports managing improvements, not defining and measuring service performance targets.
* B. An incident recordThis belongs to the incident management practice. Incident records are used to log, manage, and track incidents (unplanned interruptions or reductions in service). They are not designed as tools to define or measure ongoing service performance.
* C. A change schedulePart of the change enablement practice, the change schedule is used to plan and communicate the timing of changes. It coordinates when changes will occur but does not define or measure service performance levels.
Therefore, the correct answer is D. A service level agreement, as it is the formal tool used to define and measure service performance in ITIL 4.
* ITIL 4 Foundation: Service level management practice - purpose and key terms (including service level agreements)
* ITIL 4 Foundation: Concept of SLAs as documents that define and measure service performance targets
* ITIL 4 Foundation: Overviews of Continual Improvement, Incident Management, and Change Enablement practices and their key records (CIR, incident records, change schedules)
NEW QUESTION # 20
How should the workflow for a new service request be designed?
Answer: A
NEW QUESTION # 21
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