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| Certification Vendor: | PeopleCert (formerly AXELOS) |
|---|---|
| Exam Name: | ITIL 4 Foundation Examination |
| Exam Number: | ITIL4 Foundation |
| Exam Format: | Multiple-choice, Closed book, Scenario-based questions (basic level) |
| Available Languages: | Korean, Portuguese (Brazil), German, Spanish, English, Chinese (Simplified), Japanese, French |
| Real Exam Qty: | 40 multiple-choice questions |
| Exam Price: | Varies by region and provider (typically ~£200–£400 GBP equivalent) |
| Related Certifications: | ITIL 4 Practice Manager ITIL 4 Strategic Leader ITIL 4 Managing Professional |
| Certificate Validity Period: | No fixed expiry (subject to PeopleCert certification policy updates) |
| Passing Score: | 65% (26 out of 40 questions) |
| Exam Duration: | 60 minutes |
| Recommended Training: | PeopleCert ITIL 4 Foundation Training |
| Exam Registration: | PeopleCert Official ITIL Certification Page |
| Sample Questions: | ITIL ITIL-5-Foundation Sample Questions |
| Exam Way: | Online proctored exam or authorized test center (PeopleCert) |
| Pre Condition: | No formal prerequisites required. Recommended basic understanding of IT service management concepts. |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-4-foundation |
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NEW QUESTION # 63
The purpose of the "deliver" activity is to:
Answer: C
Explanation:
The correct answer is D. In the ITIL Product and Service Lifecycle, the "deliver" activity is concerned with providing services to users and customers and managing their onboarding and offboarding. Delivery focuses on ensuring that users can access and consume the agreed services, that service levels are managed, and that service interactions support value creation. Option A is incorrect because aligning products and service offerings with organizational strategy is the purpose of the "discover" activity. Option B is incorrect because developing, integrating, and testing digital products is the purpose of the "build" activity. Option C is incorrect because resolving incidents and performing disaster recovery procedures is the purpose of the
"support" activity. The deliver activity is therefore the lifecycle activity most directly concerned with ongoing service provision to consumers, including user onboarding and offboarding, service level fulfilment, and enabling service consumption in line with agreements and expectations.
NEW QUESTION # 64
Which element of the operating model refers to third parties contributing to value creation activities?
Answer: C
Explanation:
To answer this correctly, focus on the meaning of the "partners and suppliers" dimension. ITIL says this dimension encompasses an organization's relationships with other organizations that are involved in discovery, design, build, transition, operation, delivery, support, and continual improvement of products and services. It also includes contracts and other agreements with those third parties. Since the question asks which element refers to third parties contributing to value creation activities, partners and suppliers is the clear match. Value streams and processes is about workflows and how activities are organized. The value chain is the high-level set of product and service management activities, not specifically third-party participation. Organizations and people refers to internal structure, culture, roles, skills, and competencies.
ITIL also emphasizes that most organizations operate in complex service networks and often depend on suppliers or partners for resources, services, expertise, or operational support. That reinforces why third-party contribution is treated as a dedicated dimension rather than just a minor part of the model. For this reason, A is the exact verified answer according to the ITIL 5 description of the operating model and four dimensions.
NEW QUESTION # 65
An IT support engineer assisting a user in configuring their laptop is an example of which concept?
Answer: A
Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value-creating action in this scenario.
NEW QUESTION # 66
Why are Value streams and processes ' important in product and service management?
Answer: D
Explanation:
Value streams and processes are important because they show how activities are coordinated to create and deliver value, so option B is correct. In ITIL, the value streams and processes dimension focuses on how work flows through the organization and across organizational boundaries. It helps explain the sequence of activities, dependencies, handoffs, and interactions that transform demand into useful outcomes for stakeholders. This is essential because value creation is rarely achieved by one team or one isolated activity.
Tools, reporting lines, and contracts may support management, but they are not the main concern of this dimension. ITIL stresses that actual work as performed should be understood, mapped, analyzed, and improved. Value streams make the flow of value visible, while processes provide structured guidance for recurring activities that support that flow.
NEW QUESTION # 67
Which of the following is TRUE about value co-creation?
Answer: C
Explanation:
Value co-creation means that value is created jointly through interactions between service providers and service consumers, so option D is correct. ITIL moved away from the idea that value is simply produced by the provider and handed over to the consumer. Instead, value emerges through the combination of provider offerings, consumer participation, context, usage, and the wider service relationship. A service may offer strong utility and warranty, but the actual value realized depends on how the consumer uses it and what outcomes are achieved. This is why ITIL emphasizes service relationships, shared responsibilities, and stakeholder perspectives. Value is not created independently of those relationships, and it is not defined solely by the provider. Co-creation reflects the dynamic and interactive nature of modern digital product and service management.
NEW QUESTION # 68
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