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ITIL-4-Foundation Exam Resources & ITIL-4-Foundation Actual Questions & ITIL-4-Foundation Exam Guide

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ITIL 4 Foundation Certification Exam covers the key concepts and principles of ITIL 4, including the four dimensions of service management, the service value system, and the ITIL service lifecycle. It also covers the ITIL practices, including incident management, change management, problem management, service desk, and service level management. ITIL-4-Foundation Exam consists of 40 multiple-choice questions and has a duration of 60 minutes. The passing score is 65% or 26 correct answers out of 40.

ITIL 4 Foundation Exam Sample Questions (Q125-Q130):

NEW QUESTION # 125
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?

A. Release management
B. Service management
C. Supplier management
D. Relationship management

Answer: C

NEW QUESTION # 126
Which BEST describes the purpose of the 'improve' value chain activity?

A. To continually improve all products and services across all value chain activities
"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://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D
B. To ensure a shared understanding of the vision and improvement direction for all products and services
C. To make new and improved services and features available for use
D. To organize a major improvement initiative into several smaller initiatives

Answer: A

NEW QUESTION # 127
What are 'engage', 'plan' and 'improve' examples of?

A. Change control
B. Service value chain inputs
C. Service value chain activities
D. Service level management

Answer: C

NEW QUESTION # 128
Which practice ensures that a variety of access channels are available for users to report issues?

A. Service desk
B. Incident management
C. Change enablement
D. Service level management

Answer: A

Explanation:
Explanation
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 129
Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly
B. Emergency changes must be fully documented before authorization and implementation
C. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
D. Emergency changes should be authorized and implemented as service requests

Answer: C

NEW QUESTION # 130
......

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