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| Certification Vendor: | AXELOS / PeopleCert |
|---|---|
| Exam Name: | ITIL® 4 Foundation Examination |
| Exam Number: | ITIL-4-Foundation |
| Related Certifications: | ITIL 4 Strategic Leader ITIL 4 Managing Professional ITIL 4 Extension Modules |
| Available Languages: | Portuguese, Chinese, Dutch, German, Spanish, French, Korean, Italian, Japanese, English |
| Exam Duration: | 60 (75 for non-native English speakers) |
| Exam Price: | $383 USD (exam only; varies by region and bundle) |
| Real Exam Qty: | 40 |
| Passing Score: | 65% (26 out of 40 questions) |
| Exam Format: | Multiple Choice, Closed Book, Single Best Answer |
| Certificate Validity Period: | Lifetime (no renewal required) |
| 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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NEW QUESTION # 84
Which dimension of service management considers how activities are coordinated?
Answer: D
NEW QUESTION # 85
Which practice needs the right culture to be embedded across the entire organization?
Answer: C
Explanation:
The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. References: ITIL Foundation - ITIL
4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 7.
NEW QUESTION # 86
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Answer: C
NEW QUESTION # 87
Which is a key requirement for successful service level agreements (SLAs)?
Answer: A
NEW QUESTION # 88
Which is the MOST LIKELY way of resolving major incidents?
Answer: B
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. The most likely way of resolving major incidents is by forming a temporary team working together to identify a resolution, such as a major incident team or a swarming team3. The other statements are not true because:
Users establishing a resolution using self-help: Self-help is an option for users to resolve their own incidents with minimal or no assistance from the service provider, but it is not suitable for major incidents that require urgent and expert attention3.
The service desk identifying the cause and a resolution: The service desk is responsible for logging, categorizing, prioritizing, and escalating incidents, but it may not have the skills or authority to identify the cause and a resolution for major incidents that involve multiple teams or suppliers3.
A support team following detailed procedures for investigating the incident: A support team may follow detailed procedures for investigating the incident, but it may not be able to resolve major incidents that require cross-functional collaboration or escalation3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 8.
NEW QUESTION # 89
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