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To prepare for the ITIL 4 Foundation Exam, candidates can attend training courses offered by accredited training providers or study independently using the ITIL 4 Foundation publication. ITIL-4-Foundation exam is a multiple-choice exam consisting of 40 questions and has a pass mark of 65%. ITIL-4-Foundation exam can be taken in a proctored or online format.
ITIL 4 Foundation exam is a certification exam that is designed to test the knowledge and understanding of IT professionals in the latest version of ITIL - ITIL 4. ITIL, or Information Technology Infrastructure Library, is a set of best practices for IT service management that focuses on aligning IT services with the needs of the business. The ITIL 4 Foundation exam is the entry-level certification for ITIL 4 and is a prerequisite for higher-level certifications in the ITIL 4 framework.
ITIL 4 Foundation Certification Exam is suitable for IT professionals who want to advance their careers in IT service management. It is also ideal for those who want to understand the ITIL 4 framework and how it can be applied in their organizations. Additionally, the certification exam is suitable for IT consultants, business managers, and students who want to enhance their knowledge of IT service management.
NEW QUESTION # 288
What is the definition of "service management"?
- A. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- B. A formal description of one or more services, designed to address the needs of a target consumer group
- C. A set of specialized organizational capabilities for enabling value for customers in the form of services.
- D. A result for a stakeholder enabled by one or more outputs
Answer: C
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.
NEW QUESTION # 289
Which statement about the 'change enablement' practice is CORRECT?
- A. Service requests are usually normal changes that can be implemented quickly without authorization
- B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
- C. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
- D. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Answer: C
NEW QUESTION # 290
What ensures that service providers and service consumers continue to create value together?
- A. Service level management
- B. Service consumption
- C. Service relationship management
- D. Service offerings
Answer: C
Explanation:
Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page
16; ITIL 4 Practice Guide: Service Relationship Management, page 7.
NEW QUESTION # 291
What is a cause, or potential cause, of one or more incidents?
- A. A problem
- B. An incident
- C. A workaround
- D. A configuration item
Answer: A
NEW QUESTION # 292
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. Change control
- B. IT asset management
- C. Service request management
- D. Service desk
Answer: C
NEW QUESTION # 293
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. performances
- C. users
- D. costs
Answer: B
NEW QUESTION # 294
What are the KEY stakeholder groups mat service providers should cooperate with?
- A. Developers
- B. Relationship managers
- C. Suppliers
- D. Customers
Answer: D
Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider's organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18; [ITIL 4 Practice Guide: Customer Relationship Management], page 7.
NEW QUESTION # 295
Which statement about outcomes is CORRECT?
- A. They allow service consumers to achieve a desired result.
- B. They are deliverables provided to service consumers.
- C. They provide products to service providers based on outputs.
- D. The co-create value for service providers by reducing costs and risks.
Answer: A
Explanation:
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 296
What is defined as "the role that uses services?
- A. Sponsor
- B. Service consumer
- C. User
- D. Customer
Answer: C
Explanation:
Explanation
User: A person who uses services; e.g. the company employees.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 297
What can a service remove from the consumer and impose on the consumer?
- A. Cost
- B. Outcome
- C. Utility
- D. Asset
Answer: A
NEW QUESTION # 298
Which of these activities is carried out as part of 'problem management'?
- A. Trend analysis of incident records
- B. Diagnosing and resolving incidents
- C. Creating incident records
- D. Escalating incidents to a support team for resolution
Answer: A
NEW QUESTION # 299
Which practice needs the right culture to be embedded across the entire organization?
- A. Continual improvement
- B. Change enablement
- C. Service level management
- D. Service request management
Answer: A
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. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 7.
NEW QUESTION # 300
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
- A. 2 and 3
- B. 1 and2
- C. 3 and 4
- D. 1 and 4
Answer: B
NEW QUESTION # 301
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A problem
- B. An event
- C. An incident
- D. A change
Answer: D
NEW QUESTION # 302
Which of the four dimensions' focuses on roles responsibilities and systems of authority?
- A. Information and technology
- B. Value streams and processes
- C. Partners and suppliers
- D. Organizations and people
Answer: D
Explanation:
Organizations and people is one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension focuses on the roles, responsibilities, and systems of authority that are needed to deliver and support services2. This dimension also covers the culture, skills, competencies, and collaboration of the people involved in service management3. Reference: ITIL Foundation - ITIL 4 Edition, page 8; ITIL 4 - A Pocket Guide, page 19; ITIL 4 Practice Guide: Organizational Change Management, page 7.
NEW QUESTION # 303
What is included in the purpose of the 'release management' practice?
- A. Authorizing changes to proceed
- B. Making new features available for use
- C. Ensuring information about services is available
- D. Moving new software to live environments
Answer: B
Explanation:
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/
NEW QUESTION # 304
Which of the following is included in the purpose of the 'continual improvement' practice?
- A. The alignment of the organization's practices and services with changing business needs
- B. The reduction of the likelihood and impact of incidents
- C. The establishment of links between the organization and its stakeholders at strategic and tactical levels
- D. The restoration of normal service operation as quickly as possible
Answer: A
Explanation:
Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization's practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the organization's products, services, service components, and relationships, and is the responsibility of every individual involved in service management.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 305
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Increasing collaboration and visibility for the improvement.
- B. Involving customers after all planning has been completed.
- C. Restricting information about the improvement to essential stakeholders only.
- D. Engaging every stakeholder group in the same way, with the same communication.
Answer: B
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION # 306
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
- A. As an event
- B. As a problem
- C. As a change request
- D. As a service request
Answer: B
NEW QUESTION # 307
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by problem management and is used by the service desk to help resolve incidents
- B. It is a part of the configuration management database (CMDB) and contains workarounds
- C. It is maintained by incident management and contains solutions to be implemented by problem management
- D. It is maintained by the service desk and updated with the details of each new incident
Answer: A
NEW QUESTION # 308
Which statement BEST describes the value of service strategy to the business?
- A. It reduces unplanned costs through optimized handling of service outages
- B. It allows higher volumes of successful change
- C. It enables the service provider to understand what levels of service will make their customers successful
- D. It reduces the duration and frequency of service outages
Answer: C
NEW QUESTION # 309
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