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ITIL 4 Foundation exam is an excellent way for IT professionals and individuals interested in IT service management to gain a fundamental understanding of the ITIL framework. ITIL 4 Foundation Exam certification is globally recognized and can enhance an individual's career prospects in the IT industry. With the increasing demand for IT services, the ITIL 4 Foundation certification has become more relevant than ever before.

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ITIL 4 Foundation Exam Sample Questions (Q12-Q17):

NEW QUESTION # 12
Which process is used to compare the value that new services offer with the value of the services they have
replaced?

A. Availability management
B. Service catalogue management
C. Service portfolio management
D. Capacity management

Answer: C

NEW QUESTION # 13
What is the difference between the 'incident management' and 'service desk' practices?

A. incident management resolves issues, service desk investigates the underlying causes of issues
B. incident management manages interruptions to service desk monitors achieved service quality
C. Incident management restores service operation, service desk provides communication with users
D. incident management resolves complex issues, service desk resolve simpler issues.

Answer: C

Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

NEW QUESTION # 14
Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service request management
B. Service level management
C. Problem management
D. Change enablement

Answer: B

NEW QUESTION # 15
Which of the following is an example of incident?

A. An application is not available during the business hours
B. A user wants to reset the password of a server
C. A user has requested access to a shared repository
D. A backup server is being rebooted while services are running on the primary server

Answer: A

NEW QUESTION # 16
Which step of the 'continual improvement model' defines measurable targets?

A. Where are we now?
B. how we get there?
C. What is the vision?
D. Where do we want to be?

Answer: D

Explanation:
Explanation
This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business's vision in mind, but also with a sense of what is practically possible.
https://blog.masterofproject.com/continual-improvement-model/

NEW QUESTION # 17
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