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Earning the ITIL 4 Foundation Certification demonstrates a basic understanding of the ITIL 4 framework and its best practices. It is a valuable credential for IT professionals who want to advance their career in IT service management. ITIL 4 Foundation Exam certification is recognized globally and can open up many job opportunities in various industries, including IT, healthcare, finance, and government. Moreover, it provides a solid foundation for further ITIL 4 certifications, such as ITIL 4 Managing Professional and ITIL 4 Strategic Leader.
ITIL 4 Foundation exam covers a range of topics including the ITIL service value system, service management practices, and key concepts of ITIL 4. ITIL-4-Foundation exam consists of 40 multiple-choice questions and has a time limit of 60 minutes. A passing score of 65% is required to obtain the certification. The ITIL 4 Foundation certification is recognized globally and is a valuable credential for IT professionals looking to advance their career in IT service management.
ITIL 4 Foundation Exam is designed to test a candidate's knowledge of the ITIL framework, including its key concepts, principles, and practices. It covers a range of topics, including service management, service value system, service value chain, and guiding principles. ITIL-4-Foundation exam is intended to provide a basic understanding of ITIL 4 and its role in IT service management.
NEW QUESTION # 16
Which statement about the purpose or the Monitoring and event management practice is TRUE?
- A. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
- B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- C. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- D. Systematically observe services and service components and record and report selected changes of state identified as events
Answer: D
Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 31; ITIL 4 Practice Guide: Monitoring and Event Management, page 7.
NEW QUESTION # 17
What can be used to determine if a service is 'fit for purpose'?
- A. Utility
- B. Outcome
- C. Warranty
- D. Availability
Answer: A
NEW QUESTION # 18
What is the customer of a service responsible for?
- A. Using the service
- B. Provisioning the service
- C. Authorizing the budget for the service
- D. Defining the requirements for the service
Answer: D
Explanation:
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 19
Which practice establishes a channel between the service provider and its users?
- A. Relationship management
- B. Supplier management
- C. Service desk
- D. Change enablement
Answer: C
Explanation:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 20
Which practice handles all pre-defined user-initiated service actions?
- A. Deployment management
- B. Service level management
- C. Incident management
- D. Service request management
Answer: D
Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 21
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
- A. Requests
- B. Problems
- C. Events
- D. Incidents
Answer: C
NEW QUESTION # 22
What are guiding principles?
- A. A description of one or more services that help address the needs of a target consumer group
- B. A set of interconnected activities that help an organization deliver a valuable service
- C. Recommendations that help an organization when adopting a service management approach
- D. A set of specialized organizational capabilities for enabling value for customers
Answer: C
NEW QUESTION # 23
Which statement about the automation of service requests is CORRECT?
- A. Service requests and their fulfillment should be carried out by service desk staff without automation
- B. Service requests and their fulfillment should be automated as much as possible
- C. Service requests that cannot be automated should be handled as problems
- D. Service requests that cannot be automated should be handled as incidents
Answer: B
NEW QUESTION # 24
What is defined as any financially valuable component that can contribute to the delivery of a service?
- A. IT asset
- B. Product
- C. Configuration item
- D. Event
Answer: A
NEW QUESTION # 25
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
- A. Communicate in a way the audience can hear
- B. Fast does not mean incomplete
- C. Sometimes nothing from the current state can be re used
- D. If a practice is easier to follow it is more likely to be adopted
Answer: D
NEW QUESTION # 26
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. Deployment management
- B. Monitoring and event management
- C. Continual management
- D. IT asset management
Answer: D
Explanation:
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
NEW QUESTION # 27
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. Service consumption
- B. The service value system
- C. The release management' practice
- D. Service relationship management
Answer: B
Explanation:
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services
Meet the needs of its customers
Satisfy the requirements of its stakeholders
https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 28
Which of the following is included in the purpose of the 'continual improvement' practice?
- A. The restoration of normal service operation as quickly as possible
- B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
- C. The reduction of the likelihood and impact of incidents
- D. The alignment of the organization's practices and services with changing business needs
Answer: D
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 # 29
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. organizations
- B. outcomes
- C. services
- D. relationships
Answer: C
Explanation:
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 # 30
Which is a use of the change schedule?
- A. Automating the change process
- B. Creating change models
- C. Deciding the approval authority for changes
- D. Assigning resources to changes
Answer: D
NEW QUESTION # 31
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