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| Certification Vendor: | PeopleCert (formerly AXELOS) |
|---|---|
| Exam Name: | ITIL 4 Foundation Examination |
| Exam Number: | ITIL4 Foundation |
| Certificate Validity Period: | No fixed expiry (subject to PeopleCert certification policy updates) |
| Exam Price: | Varies by region and provider (typically ~£200–£400 GBP equivalent) |
| Exam Duration: | 60 minutes |
| Passing Score: | 65% (26 out of 40 questions) |
| Available Languages: | German, Portuguese (Brazil), Spanish, French, English, Japanese, Korean, Chinese (Simplified) |
| Related Certifications: | ITIL 4 Strategic Leader ITIL 4 Managing Professional ITIL 4 Practice Manager |
| Real Exam Qty: | 40 multiple-choice questions |
| Exam Format: | Scenario-based questions (basic level), Multiple-choice, Closed book |
| 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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質問 # 77
What enables the digital product and service management activities of an organization?
正解：B
解説：
ITIL Version 5 explicitly states that product and service management activities performed throughout the lifecycle are enabled and supported by management practices. This is one of the core relationships in the ITIL Value System and lifecycle model. The book explains that each practice combines resources from the four dimensions and enables the organization's ability to manage specific aspects of digital products and services.
It also says that each of the lifecycle activities is supported by several practices, and appendices map these relationships in detail. That is why option B is correct. Option A is incorrect because value streams represent sequences of activities as actually performed; they are not the enabling mechanisms. Option C includes important concepts, but vision and operating model do not directly "enable" lifecycle activities in the way the text defines. Option D, value chain, represents the set of high-level activities that enable value, but the question is specifically about what enables the digital product and service management activities themselves, and ITIL answers that with management practices. Therefore, based on the official wording, B is the exact verified answer.
質問 # 78
An organization is planning to improve an existing service and wants to understand its current performance before making any changes. According to the principle "start where you are," what could an organization consider when observing current performance of the service?
正解：C
質問 # 79
Why are management practices important for value chain activities?
正解：B
解説：
Management practices are important because they enable value chain activities by providing the capabilities needed to perform them effectively, so option B is correct. In ITIL, value chain activities are high-level lifecycle activities such as discover, design, build, transition, operate, deliver, support, and acquire. These activities do not happen in isolation. They depend on practices such as architecture, incident management, change enablement, knowledge management, service level management, supplier management, and many others. Practices bring together people, information, technology, partners, and processes to support work in a structured and repeatable way. They do not define the organization's overall purpose, and they do not force a fixed order of execution. Instead, they supply the organizational capability that allows value chain activities to function and connect effectively within the broader value system.
質問 # 80
Which dimension of product and service management addresses data and technologies used in digital product and services?
正解：D
解説：
Information and technology is the dimension that addresses the data and technologies used in digital products and services, so option D is correct. ITIL explains that this dimension includes applications, infrastructure, tools, automation, analytics, AI, monitoring, communication systems, and the management of data, information, and knowledge. It also includes concerns such as data quality, access, governance, security, and technology capability. This dimension is central in digital product and service management because technology not only supports service delivery, but often forms the core of the product itself. Partners and suppliers covers external organizations, organizations and people covers structure and skills, and value streams and processes covers workflows. Therefore, when the focus is specifically on data and technological enablement, the correct ITIL dimension is information and technology.
質問 # 81
Which of the following is TRUE regarding services and desired outcomes?
正解：A
解説：
Services may have unintended and surprising outcomes, both positive and negative, so option D is correct.
ITIL recognizes that services help facilitate desired outcomes, but they do not guarantee them. Outcomes depend on many factors, including the consumer's context, usage patterns, constraints, and interactions with the provider. Services may optimize costs and risks, but they do not remove them entirely. Likewise, even well-designed services can create unexpected side effects, dependencies, or new forms of risk. Sometimes those effects are beneficial, and sometimes they are harmful. This is why ITIL emphasizes continual improvement, stakeholder feedback, service relationships, and holistic thinking. Understanding that services can create both intended and unintended consequences helps organizations manage expectations realistically and improve how products and services are designed, delivered, and supported over time.
質問 # 82
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ITIL-5-Foundationオンライン試験: https://www.goshiken.com/ITIL/ITIL-5-Foundation-mondaishu.html