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ITIL 4 Foundation Certification Exam is ideal for IT professionals who are involved in IT service management, including service desk managers, IT support staff, IT project managers, and IT leaders. ITIL 4 Foundation Exam certification is also beneficial for professionals who wish to enhance their knowledge and skills in IT service management and improve their career prospects. ITIL 4 Foundation Certification Exam is recognized globally and is highly valued by organizations that use the ITIL framework for their IT service management processes.

ITIL 4 Foundation certification exam covers a wide range of topics, including the ITIL 4 service value system, ITIL guiding principles, service management practices, and key concepts of ITIL 4. ITIL-4-Foundation Exam is designed to test an individual's understanding of the ITIL 4 framework and their ability to apply it in practical situations. ITIL-4-Foundation exam consists of 40 multiple-choice questions and the duration of the exam is 60 minutes.

ITIL 4 Foundation Exam Sample Questions (Q72-Q77):

NEW QUESTION # 72
Which describes a standard change?

A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

NEW QUESTION # 73
Which practice is the responsibility of everyone in the organization?

A. Problem management
B. Service level management
C. Change control
D. Continual improvement

Answer: D

NEW QUESTION # 74
Which of the following statements about 'outcomes' is TRUE?

A. The level of expenses regarding a technology for a service is defined by an outcome
B. The delivery of products to a stakeholder is enabled by outcomes
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders regarding the performance of a service

Answer: C

Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. References: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.

NEW QUESTION # 75
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties
B. Base the SLA on system-based metrics that are useful to the service provider
C. Vague targets, such as those related to user experience should be avoided
D. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

Answer: A

Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.

NEW QUESTION # 76
Which practice handles all pre-defined user-initiated service actions?

A. Deployment management
B. Service request management
C. Service level management
D. Incident management

Answer: B

NEW QUESTION # 77
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