[2025] Pass ITIL ITIL-4-Foundation Exam Updated 544 Questions
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ITIL-4-Foundation (ITIL 4 Foundation) Exam is ideal for professionals who are involved in the management of IT services, including IT managers, IT service managers, and IT consultants. ITIL 4 Foundation Exam certification program is also suitable for those who are looking to transition into IT Service Management or improve their existing knowledge and skills. The program provides a comprehensive understanding of the ITIL framework, including the key concepts, principles, and practices that are essential for effective ITSM.
ITIL 4 Foundation certification exam covers a wide range of topics related to IT service management, including service value system, service management practices, key concepts, and terminology. It is a multiple-choice exam that consists of 40 questions, and the candidates are given 60 minutes to complete it. The passing score for ITIL-4-Foundation exam is 65%, and the results are available immediately after the exam.
NEW QUESTION # 295
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure the utilization of a supplier's network
- B. Technology metrics can be used to determine the overall health of a process
- C. Process metrics can be used to measure end-to-end service performance
- D. Technology metrics can be used to measure component performance and availability
Answer: D
NEW QUESTION # 296
Which is CORRECT about change authorization?
- A. Assignment of the change authority is based on the charge type and model
- B. A change authority is assigned each time a standard change is requested
- C. Emergency changes are authorized by the technician making the change
- D. The chance authority will ensure changes are authorized after they are deployed
Answer: A
NEW QUESTION # 297
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring that services continually meet expectations for quality, costs, and lime to market
- B. Ensuring continual engagement and good relationships with all stakeholders
- C. Ensuring the continual improvement of practices across all value chain activities
- D. Ensuring a shared understanding of the improvement direction for services across the organization
Answer: C
Explanation:
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 298
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. services
- B. relationships
- C. organizations
- D. outcomes
Answer: A
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 # 299
Which of the following is the MOST important for effective incident management?
- A. Collaboration tools and techniques
- B. Automated pipelines
- C. A variety of access channels
- D. Balanced scorecard review
Answer: C
Explanation:
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 300
What three elements make up the Service Portfolio?
- A. Service pipeline, service catalogue and retired services
- B. Customer portfolio, service catalogue and retired services
- C. Service pipeline, configuration management system and service catalogue
- D. Customer portfolio, configuration management system and service catalogue
Answer: A
NEW QUESTION # 301
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Organizations and people
- B. Value streams and processes
- C. Partners and suppliers
- D. Information and technology
Answer: D
Explanation:
Explanation
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4
NEW QUESTION # 302
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: A
NEW QUESTION # 303
Which practice may involve the initiation of disaster recovery?
- A. Service level management
- B. Service request management
- C. Incident management
- D. IT asset management
Answer: C
NEW QUESTION # 304
Which statement about outcomes is CORRECT?
- A. They provide products to service providers based on outputs.
- B. They are deliverables provided to service consumers.
- C. The co-create value for service providers by reducing costs and risks.
- D. They allow service consumers to achieve a desired result.
Answer: D
NEW QUESTION # 305
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. Service consumption
- B. Service relationship management
- C. The'release management' practice
- D. The service value system
Answer: D
NEW QUESTION # 306
Which is a supplier category?
- A. Commodity
- B. Technical
- C. Resource
- D. Customer
Answer: C
NEW QUESTION # 307
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
- A. Incident management
- B. Service level management
- C. Service request management
- D. Change enablement
Answer: B
Explanation:
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 308
Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?
- A. Service configuration management
- B. Service level management
- C. Relationship management
- D. Continual improvement
Answer: D
NEW QUESTION # 309
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
- A. tools
- B. plans
- C. measurement
- D. process
Answer: C
NEW QUESTION # 310
Which statement BEST describes the value of service strategy to the business?
- A. It allows higher volumes of successful change
- B. It enables the service provider to understand what levels of service will make their customers successful
- C. It reduces unplanned costs through optimized handling of service outages
- D. It reduces the duration and frequency of service outages
Answer: B
NEW QUESTION # 311
Which statement about outcomes is CORRECT?
- A. Outcomes help a service consumers to assess the cost of a specific activity
- B. Outcomes gives service consumers assurance of products or services
- C. Outcomes rely on outputs to deliver results for a stakeholder.
- D. Outcomes use activities to produce tangible or intangible deliverables.
Answer: C
NEW QUESTION # 312
Which service value chain activity deals with the purchase of new products?
- A. Improve
- B. Plan
- C. Obtain/build
- D. Engage
Answer: C
Explanation:
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 313
Which is part of the definition of a customer?
- A. The role that authorizes budget for service consumption
- B. The role that defines the requirements for a service
- C. A means of enabling value co-creation
- D. A set of specialized organizational capabilities for enabling value
Answer: B
NEW QUESTION # 314
Which is part of the value proposition of a service?
- A. Costs removed from the consumer by the service
- B. Outputs of the service received by the consumer
- C. Costs imposed on the consumer by the service
- D. Risks imposed on the consumer by the service
Answer: A
NEW QUESTION # 315
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 316
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should be based on system-based metrics which are useful to the service provider
- B. They should avoid ambiguous targets such as those relating to user experience
- C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
- D. They should be written using language and terms which all parties will understand
Answer: D
Explanation:
Explanation
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined 'service' in the service catalogue. 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.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
NEW QUESTION # 317
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ITIL 4 Foundation Exam is designed to test an individual's knowledge of the ITIL framework and its key concepts. It covers the four dimensions of service management, which are organizational, people, information, and technology. It also covers the ITIL service value system, which is a model that describes how ITIL practices work together to create value for customers and stakeholders.
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