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Test Number : ITIL-4-FOUNDATION
Test Name : ITIL 4 Foundation
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The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled
services, to provide them with an understanding of the common language and key concepts, and to show them
how they can Boost their work and the work of their organization with ITIL 4 guidance. Furthermore, the
qualification will provide the candidate with an understanding of the ITIL 4 service management framework and
how it has evolved to adopt modern technologies and ways of working.
The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall
and understanding of the ITIL 4 service management framework, as described in the syllabus below, to be
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4
higher level qualifications, which assess the candidates ability to apply their understanding of the relevant parts
of the ITIL framework in context.
Material allowed None This is a ‘closed book exam. The ITIL Foundation publication, ITIL 4
edition, should be used for study, but is NOT permitted to be used in the exam.
Exam duration : 60 minutes Candidates taking the test
in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.
Number of marks : 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark : 26 marks You will need to get 26 questions correct (65%) to pass the exam.
Level of thinking Blooms levels 1 & 2 “Blooms level” describes the type of thinking needed to answer the
question. For Blooms level 1 questions, you need to recall information about the ITIL 4 service management framework. For Blooms 2 questions, you need to show understanding of these concepts.
Question types Classic, Negative, Missing word, & List
The questions are all ‘multiple choice.
For the ‘standard questions, you have a question and four answer options.
‘Negative questions are ‘standard question in which the stem is negatively worded.
For the ‘missing word questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list questions, there is a list of four statements and you have to select two correct statements from the list.
The table below gives a summary of the concepts that are tested in the exam, and the main parts of the
manual in which these are described. The book references refer to the section stated, but not the
subsections within that section, unless stated. The verb for each assessment criterion indicates the Blooms
level (BL): ‘Recall/‘Define indicates Level 1 basic recall and recognition, ‘Describe/‘Explain, indicates
Level 2 understanding/comprehension.
1.1 Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor
1.2 Describe the key concepts of creating value with services:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty
1.3 Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption
2.1 Describe the nature, use and interaction of the guiding principles
2.2 Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1 – 4.3.1.4)
b) Start where you are (4.3.2 – 4.3.2.3)
c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
e) Think and work holistically (4.3.5 – 4.3.5.1)
f) Keep it simple and practical (4.3.6 – 4.3.6.3)
g) Optimize and automate (4.3.7 – 4.3.7.3)
3.1 Describe the four dimensions of service management (3):
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
5.2 Describe the purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support
6.1 Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) provider management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
6.2 Recall definitions of the following ITIL terms:
a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continual improvement (5.1.2) including:
- The continual improvement model (4.6, fig 4.3)
b) Change enablement (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15 – 5.2.15.1)
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The counsel know-how (IT) trade’s colossal evolution during the past few years opens the door for a lot of small agencies to implement IT.
once I began my technology career all through the dot-com growth of the early aughts, a enterprise required huge capital to spin up IT infrastructure. these days, cloud computing dramatically reduces those prices.
IT setup to your enterprise is only the start. IT techniques and the company accountable for assisting it require an operational framework. This want spawned ITIL, an acronym for the information expertise Infrastructure Library.
since its inception within the 1980s, ITIL has turn into probably the most established IT frameworks on earth.
Overview: what is the ITIL framework?ITIL is a series of most effective practices for IT functions start. through capabilities, ITIL refers to any element required to supply expertise to a firm, from application to documentation to workflows. the uk government created ITIL after recognizing the growing value of IT and the shortcoming of standardized strategies.
ITIL is meant to assist a firm’s execution of IT carrier administration (ITSM), an strategy to overseeing a company’s know-how that meets interior and exterior customer requirements. through ITSM, the ITIL framework aligns a company’s technical investments to its company wants.
How does it try this? methods kind the backbone of ITSM. When delivering technical options to shoppers, a company requires strategies to handle areas comparable to working towards, dealing with technical issues, and rolling out updates. The ITIL strategies deliver the solution.
ITIL’s groundwork is its four dimensions model. These four dimensions comprise the essential components to create a superior ITSM journey. The 4 add-ons are: businesses and americans, price streams and techniques, advice and know-how, and partners and suppliers.
The service cost chain serves as the heart of the ITIL V4 framework.
advantages of the ITIL frameworkITIL grew to become a well-liked ITSM execution strategy because it gives you many enterprise merits. here touch on the important thing ITIL merits.
1. enhanced customer prideITIL identifies critical customer-facing IT capabilities similar to resolving technical issues, addressing customer comments, and implementing changes in a fashion that minimizes client disruption.
These methods streamline workflows, leading to faster, greater productive IT capabilities to customers. In flip, valued clientele will find your expertise respectable and devoted, enhancing consumer satisfaction and retention.
2. decreased business chanceAs groups increasingly depend on IT functions, they become goals for hackers. expertise is also used to execute many enterprise services, opening an organization to prison and regulatory issues if that know-how isn’t safely maintained.
ITIL methods handle these and other areas that expose your enterprise to elevated risk, comparable to upgrades to your IT programs. using ITIL reduces chance across these areas.
3. improved company alignmentInherent technology complexity regularly ends up in misaligned business expectations, leading to IT service conflicts. a main ITIL purpose is to align IT capabilities with enterprise needs, keeping off this scenario.
ITIL processes tackle IT asset administration to maintain charges in investigate. ITIL sets carrier stage agreements (SLAs) with vendors, consumers, and different company companions, outlining the IT corporation’s dedication to addressing equipment considerations or carrier requests within a delegated time body.
These and other ITIL procedures align company expectations and install the IT group for achievement.
The 34 ITIL framework techniquesThe ITIL framework describes 34 strategies, called administration practices in ITIL V4. in preference to prescribe selected workflows or processes, ITIL V4 outlines a holistic method that can provide guidance.
Its administration practices are described in the ITIL guide as "a set of organizational substances designed for performing work or engaging in an purpose." ITIL divides these practices into three classes according to the nature of the observe: frequent, provider, and technical administration.
1. typical administration practicesThe widespread management practices cover areas vital to IT carrier start that don’t fall into the other two categories. It’s up to your IT team to verify the well-known management practices that apply to your company, and at what point to your carrier cost chain to introduce each management practice.
each service management observe focuses on one ITSM part. include the following to carry a comprehensive ITSM event to your materials.
A handful of technical management practices comprise this category.
The ITIL framework, reflecting the evolving expertise industry, has modified over time from its prescriptive procedures in V3 to V4’s flexible approach. The present V4 debuted in 2019, and acknowledges that groups address IT needs in divergent approaches.
The ITIL V4 framework also acknowledges that different IT methodologies can improvement companies, and gives information and tips round these different strategies similar to DevOps, an IT framework that merges application building assist with IT carrier operations.
Adapt the ITIL practices to your organizational needs, and you’ll get pleasure from an IT framework that propels your company to success.
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