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| Certification Vendor: | Axelos (PeopleCert) |
|---|---|
| Exam Name: | ITIL 4 Foundation |
| Exam Number: | ITIL-4-Foundation |
| Available Languages: | Japanese, French, Brazilian Portuguese, German, English, Spanish, Italian, Chinese |
| Exam Duration: | 60 minutes |
| Real Exam Qty: | 40 |
| Certificate Validity Period: | Lifelong (requires renewal every 4 years with digital badge) |
| Related Certifications: | ITIL 4 Strategist ITIL 4 Specialist ITIL 4 Managing Professional ITIL 4 Digital Leadership |
| Passing Score: | 65% (26/40) |
| Exam Format: | Single Choice Multiple Choice |
| Exam Price: | ~$280 USD |
| Sample Questions: | ITIL ITIL-4-Foundation Sample Questions |
| Exam Way: | Online proctored or in-person at testing centers (Pearson VUE) |
| Pre Condition: | No formal prerequisites required. Basic IT service management knowledge is recommended but not mandatory. |
| Official Syllabus URL: | https://www.axelos.com/certifications/itil-certification/itil-4-foundation |
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ITIL-4-Foundation (ITIL 4 Foundation) Certification Exam is an internationally recognized certification program that provides comprehensive knowledge to individuals about IT service management. ITIL 4 Foundation Exam certification is designed to help professionals understand the fundamental concepts and principles of ITIL 4 Foundation and how they can be applied in the real world. The ITIL 4 Foundation certification is the basic level of certification in the ITIL 4 certification scheme and provides a solid foundation for individuals who are starting their career in IT service management.
ITIL 4 Foundation certification exam is an online exam that can be taken from anywhere in the world. It is administered by PeopleCert, an independent examination body that works with AXELOS, the owners of the ITIL framework. ITIL-4-Foundation Exam can be taken in multiple languages, including English, French, German, Spanish, and Japanese.
ITIL 4 Foundation certification is essential for individuals who want to build a career in IT service management. It is a globally recognized certification that demonstrates the candidate's knowledge and skills in IT service management frameworks and best practices. ITIL 4 Foundation Exam certification helps professionals to gain a competitive edge in the job market and increase their career opportunities. The ITIL 4 Foundation certification is also a prerequisite for higher-level ITIL certifications such as ITIL 4 Managing Professional and ITIL 4 Strategic Leader.
NEW QUESTION # 105
Which is included in 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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.
NEW QUESTION # 106
Which facilitates outcomes that customers want to achieve?
Answer: A
Explanation:
ITIL 4 defines a service as:
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
The key phrase in the question is "facilitates outcomes that customers want to achieve", which is directly part of the definition of a service in ITIL 4.
Therefore, the correct answer is A. Service.
Why the other options are incorrect:
* B. WarrantyWarranty is one of the two aspects of value (warranty and utility). It relates to how the service performs (availability, capacity, continuity, security), but warranty alone does not 'facilitate outcomes' - it describes assurance about performance.
* C. OrganizationAn organization is a person or group of people with functions and responsibilities, authorities and relationships. Organizations provide and consume services, but the concept that
"facilitates outcomes" is specifically the service.
* D. IT assetIT assets (hardware, software, etc.) are components that support services and are financially valuable, but on their own they do not "facilitate outcomes that customers want to achieve" - that is done through services built from these assets.
References (Aligned with ITIL 4 Foundation concepts)
* ITIL 4 Foundation: Definition of service
* ITIL 4 Foundation: Key concepts of value, outputs, outcomes, utility, and warranty
NEW QUESTION # 107
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 # 108
Which is included in 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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 109
How should the workflow for a new service request be designed?
Answer: C
NEW QUESTION # 110
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