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ITIL 4 Foundation Exam is a multiple-choice exam consisting of 40 questions, and candidates have 60 minutes to complete the exam. The passing score for the exam is 65%, which means that candidates must correctly answer at least 26 out of the 40 questions to pass the exam. ITIL-4-Foundation exam is available in multiple languages and can be taken online or in person at an accredited testing center.
ITIL-4-Foundation (ITIL 4 Foundation) Exam is a certification program designed to provide professionals with a comprehensive understanding of the ITIL framework. The ITIL framework is a set of best practices for IT Service Management (ITSM) that is widely used across industries. ITIL 4 Foundation Exam certification program covers the latest version of the ITIL framework, which was released in 2019. ITIL-4-Foundation exam is designed to test the knowledge and skills of candidates in implementing and managing IT services using the ITIL framework.
ITIL 4 Foundation is a certification exam that is designed to assess an individual's knowledge and understanding of the ITIL framework. ITIL stands for Information Technology Infrastructure Library, and it is a set of best practices for IT service management. The ITIL 4 Foundation exam is the entry-level certification in the ITIL 4 certification scheme and is a prerequisite for higher-level ITIL certifications.
NEW QUESTION # 311
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should use an additional model or method to link improvements to customer value
- B. Organizations should work through the steps of the model in the sequence in which they are presented
- C. The model is applicable to only certain parts of the service value system
- D. The flow of the model helps organizations to link improvements to its goals
Answer: D
NEW QUESTION # 312
Which is handled as a service request?
- A. An investigation to identify the cause of an incident
- B. An emergency change to implement a security patch
- C. A compliment about an IT support team
- D. The failure of an IT service
Answer: D
NEW QUESTION # 313
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Problem management
- B. Service request management
- C. Service level management
- D. Change enablement
Answer: C
NEW QUESTION # 314
Which statement about value streams is CORRECT?
- A. Each value stream must include all six value chain activities
- B. Each value stream must include suppliers or partners
- C. Each value stream must be designed for a specific scenario
- D. Each value stream must include all 34 ITIL practices
Answer: C
NEW QUESTION # 315
Which function is responsible for the management of a data centre?
- A. Facilities management
- B. Technical management
- C. Application management
- D. Service desk
Answer: A
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 316
Why should a service level agreement include bundles of metrics?
- A. To help focus on business outcomes, rather than operational result.
- B. To ensure that the service levels have been agreed with customers
- C. To ensure that all services are included in the service reports
- D. To reduce the number of metrics that need to be measured and reported
Answer: A
Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%20business%20outcomes.
NEW QUESTION # 317
Which of the following statements about change authorization is CORRECT?
- A. Ensuring that changes are authorized after their deployment is done by the change authority
- B. The change type and model is the basis for assigning the change authority
- C. Every time a standard change is requested a change authority is assigned
- D. The technician making an emergency change can authorize such changes
Answer: B
Explanation:
The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:
A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.
An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.
Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 39; ITIL 4 Practice Guide: Change Enablement, page 7.
NEW QUESTION # 318
Which does the ITIL service value system discourage?
- A. Coordinated authorities and responsibilities
- B. Interfaces among practices
- C. Organizational silos
- D. Organizational agility
Answer: C
Explanation:
Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 319
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
- A. configuration item
- B. problem
- C. risk
- D. change
Answer: D
NEW QUESTION # 320
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By paying for the service
- C. By communicating constraints
- D. By managing server hardware
Answer: C
NEW QUESTION # 321
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using bundled metrics to relate performance to outcomes
- B. Using an agreement between the service provider and service supplier
- C. Using single-system-based metrics that relate to outputs
- D. Using individual metrics that relate to the service catalogue
Answer: A
NEW QUESTION # 322
Which organization delivers output or outcomes of a service?
- A. A service consumer delivers outcomes of the service
- B. A service provider delivers outcomes of the service
- C. A service consumer delivers outputs of the service
- D. A service provider delivers outputs of the service
Answer: B
Explanation:
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 323
Which is a purpose of the 'relationship management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To identify, analyze, monitor, and continually improve links with stakeholders
- C. To be the entry point and single point of contact for the service provider with all of its users
- D. To systematically observe services and service components
Answer: B
Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION # 324
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a value chain activity
- B. a formal process
- C. detailed procedures
- D. a dedicated team
Answer: B
NEW QUESTION # 325
What must always be done before an activity is automated?
- A. Ensure the solution removes the need for human intervention
- B. Check that suitable new technology has been purchased
- C. Check that the activity has already been optimized
- D. Ensure that DevOps has been successfully implemented
Answer: C
NEW QUESTION # 326
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
- A. A password allows a user connect to a WiFi network.
- B. A mobile phone enables a user to work remotely
- C. A license allows a user to install a software product
- D. A service desk agent provides support to a user
Answer: D
NEW QUESTION # 327
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
- A. Performing baseline assessments
- B. Defining the improvement plan
- C. Understanding the business mission
- D. Executing improvement actions
Answer: A
NEW QUESTION # 328
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
Answer: B
NEW QUESTION # 329
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. Products refers to producers and metrics
- C. Partners refers to suppliers and vendors
- D. People refers to technology and tools
Answer: C
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 330
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 # 331
Which statement about metrics is CORRECT?
- A. Technology metrics can be used to determine the overall health of a process
- B. Technology metrics can be used to measure component performance and availability
- C. Process metrics can be used to measure end-to-end service performance
- D. Process metrics can be used to measure the utilization of a supplier's network
Answer: B
NEW QUESTION # 332
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
- A. relationships
- B. services
- C. outcomes
- D. organizations
Answer: B
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/
NEW QUESTION # 333
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