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| Certification Vendor: | PeopleCert (formerly AXELOS) |
|---|---|
| Exam Name: | ITIL 4 Foundation Examination |
| Exam Number: | ITIL4 Foundation |
| Passing Score: | 65% (26 out of 40 questions) |
| Exam Price: | Varies by region and provider (typically ~£200–£400 GBP equivalent) |
| Related Certifications: | ITIL 4 Strategic Leader ITIL 4 Practice Manager ITIL 4 Managing Professional |
| Real Exam Qty: | 40 multiple-choice questions |
| Exam Format: | Scenario-based questions (basic level), Closed book, Multiple-choice |
| Certificate Validity Period: | No fixed expiry (subject to PeopleCert certification policy updates) |
| Exam Duration: | 60 minutes |
| Available Languages: | Korean, English, Chinese (Simplified), Portuguese (Brazil), Japanese, French, German, Spanish |
| 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 # 48
Which BEST defines a digital service ?
Answer: D
Explanation:
The correct answer is B. ITIL Version 5 defines a service as a means of enabling value co-creation by facilitating outcomes that consumers want to achieve, without the consumer having to manage specific costs and risks. In the context of digital product and service management, digital services are enabled through digital products and digital technology. Option B is the best answer because it captures the service concept of enabling value for consumers and correctly links it to digital products without transferring ownership. Option A is closer to the definition of a product, because ITIL defines a product as a configuration of an organization' s resources designed to offer value for a consumer. Option C describes digital transformation, not a digital service. Option D describes the knowledge management practice, which is about maintaining and improving the use of information and knowledge across an organization. A digital service may use knowledge and technology, but its purpose is to enable value through service consumption.
NEW QUESTION # 49
According to the ITIL Guiding Principle ' Start where you are ' , what is the MAIN risk of starting over without considering what is already available when improving a service?
Answer: C
Explanation:
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct.
The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding. Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.
NEW QUESTION # 50
Which of the following terms BEST describes a change?
Answer: D
Explanation:
ITIL Version 5 defines a change as "the addition, modification, or removal of anything that could have a direct or indirect effect on products and services." Option B is therefore the correct answer because it matches the official definition. The wording in the question is a slightly simplified version, but the meaning remains the same. Option A is the definition of an incident, which ITIL describes as an unplanned interruption to a service or a reduction in service quality. Option D refers to a problem, which is a cause or potential cause of one or more incidents. Option C resembles the idea of a configuration item or service component, not a change. ITIL also notes that changes are inevitable and can be a common cause of incidents when they are unauthorized or poorly managed, which reinforces why the formal definition matters. Since the exam is testing exact terminology from the ITIL glossary and lifecycle guidance, B is the only option that correctly defines a change according to the ITIL 5 Foundation document.
NEW QUESTION # 51
Which ITIL concept includes governance, practices, and continual improvement?
Answer: C
Explanation:
The ITIL concept that includes governance, practices, and continual improvement is the ITIL Value System, so option A is correct. The Value System is the overarching model that shows how all major ITIL components work together to enable value creation. It includes guiding principles, governance, the value chain, management practices, and continual improvement. This integrated structure helps organizations align strategic direction with operational execution while remaining adaptable and focused on value. The deliver and support activities are only two parts of the value chain, not the whole system. A guiding principle is only one component of the Value System. A dimension is a perspective used to ensure holistic consideration.
Therefore, the only option that fully includes governance, practices, and continual improvement is the ITIL Value System.
NEW QUESTION # 52
Which of the following is an example of a service action ?
Answer: A
Explanation:
The correct answer is D. In ITIL Version 5, service provision includes several elements: managing the provider's resources configured to deliver the service, ensuring access to those resources for users, fulfilling the agreed service actions, managing service levels, and continual improvement. Service actions are therefore activities performed by the service provider, or jointly with the consumer, as part of the agreed service delivery. A digital learning platform conducting a live online training session is a clear example because the provider is actively performing an agreed action for users. Option A is better described as providing access to a provider's resources, not a service action. Option B describes service consumption by the user, not an action performed by the service provider. Option C is the supply of goods, because a physical hardware token is delivered to the customer. ITIL recognizes that service provision may include supply of goods, but that is not the same as a service action.
NEW QUESTION # 53
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