Get All Information about ITIL 4 Foundation Certification Exam

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2. ITIL 4 Foundation Practice Test ITIL 4 Foundation is ITIL 4 Foundation– Certification offered by the . Since you want to comprehend the ITIL 4 Foundation Question Bank, I am assuming you are already in the manner of preparation for your ITIL 4 Foundation Certification Exam. To prepare for the actual exam, all you need is to study the content of this exam questions. You can recognize the weak area with our premium ITIL 4 Foundation practice exams and help you to provide more focus on each syllabus topic covered. This method will help you to increase your confidence to pass the ITIL 4 Foundation certification with a better score. ITIL 4 Foundation Certification Practice Exam 1

3. ITIL 4 Foundation Exam Details Exam Name ITIL 4 Foundation Exam Code ITIL 4 Foundation Exam Fee USD $150 Exam Duration 60 Minutes Number of Questions 40 Passing Score 65% Format Multiple Choice Sample Questions ITIL 4 Foundation Exam Sample Questions and Answers Practice Exam ITIL 4 Foundation Practice Test ITIL 4 Foundation Certification Practice Exam 2

4. ITIL 4 Foundation Exam Syllabus Unit Content Understand the key concepts of management - Recall the definition of: service 1. Service 2. Utility 3. Warranty 4. Customer 5. User 6. Service management 7. Sponsor - Describe the key concepts of creating value with services: 1. Cost 2. Value 3. Organization 4. Outcome 5. Output 6. Risk 7. Utility 8. Warranty - Describe the key concepts of service relationships: 1. Service offering 2. Service relationship management 3. Service provision 4. Service consumption Understand how the ITIL guiding principles can help organization - Describe the nature, use and interaction of the guiding principles an - Explain the use of the guiding principles: adopt service management and adapt 1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimize and automate ITIL 4 Foundation Certification Practice Exam 3

5. Understand the four dimensions of service management - Describe the four dimensions of service management: 1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value streams and processes Understand purpose components ITIL system the and the value - Describe the ITIL service value system of service Understand activities service value chain, and how interconnect the the - Describe the interconnected nature of the service value chain and how this supports value streams of - Describe the purpose of each value chain activity: they 1. Plan 2. Improve 3. Engage 4. Design & transition 5. Obtain/build 6. Deliver & support ITIL 4 Foundation Certification Practice Exam 4

6. Know the purpose and key terms of 15 ITIL practices - Recall the purpose of the following ITIL practices: 1. Information security management 2. Relationship management 3. Supplier management 4. IT asset management 5. Monitoring and event management 6. Release management 7. Service configuration management 8. Deployment management 9. Continual improvement 10. Change control 11. Incident management 12. Problem management 13. Service request management 14. Service desk 15. Service level management - Recall definitions of the following ITIL terms: 1. IT asset 2. Event 3. Configuration item 4. Change 5. Incident 6. Problem 7. Known error Understand practices 7 ITIL - Explain the following ITIL practices in detail, excluding how they fit within the service value chain: - Continual improvement including: The continual improvement model 1. Change control 2. Incident management 3. Problem management 4. Service request management 5. Service desk 6. Service level management ITIL 4 Foundation Questions and Answers Set ITIL 4 Foundation Certification Practice Exam 5

7. 01. Why should service desk staff detect recurring issues? a) To help identify problems b) To escalate incidents to the correct support team c) To ensure effective handling of service requests d) To engage the correct change authority Answer: a 02. What is the reason for using a balanced bundle of service metrics? a) It reduces the number of metrics that need to be collected b) It reports each service element separately c) It provides an outcome-based view of services d) It facilitates the automatic collection of metrics Answer: c 03. What does the 'service request management' practice depend on for maximum efficiency? a) Compliments and complaints b) Self-service tools c) Processes and procedures d) Incident management Answer: c 04. What is the effect of increased automation on the 'service desk' practice? ITIL 4 Foundation Certification Practice Exam 6

8. a) Greater ability to focus on customer experience when personal contact is needed b) Decrease in self-service incident logging and resolution c) Increased ability to focus on fixing technology instead of supporting people d) Elimination of the need to escalate incidents to support teams Answer: a 05. Why should incidents be prioritized? a) To help automated matching of incidents to problems or known errors b) To identify which support team the incident should be escalated to c) To ensure that incidents with the highest business impact are resolved first d) To encourage a high level of collaboration within and between teams Answer: c 06. Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? a) Service configuration management b) Service desk c) IT asset management d) Monitoring and event management Answer: a 07. Which guiding principle recommends assessing the current state and deciding what can be reused? ITIL 4 Foundation Certification Practice Exam 7

9. a) Focus on value b) Start where you are c) Collaborate and promote visibility d) Progress iteratively with feedback Answer: b 08. How should an organization include third-party suppliers in the continual improvement of services? a) Ensure suppliers include details of their approach to service improvement in contracts b) Require evidence that the supplier uses agile development methods c) Require evidence that the supplier implements all improvements using project management practices d) Ensure that all supplier problem management activities result in improvements Answer: a ITIL 4 Foundation Certification Practice Exam 8

10. 09. How do all value chain activities transform inputs to outputs? a) By determining service demand b) By using a combination of practices c) By using a single functional team d) By implementing process automation Answer: b 10. Which term describes the functionality offered by a service? a) Cost b) Utility c) Warranty d) Risk Answer: b ITIL 4 Foundation Certification Practice Exam 9

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