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    ITIL 4 Foundation Exam Preparation Study Guide
    ITIL 4 Foundation Exam Preparation Study Guide
    ITIL 4 Foundation Exam Preparation Study Guide
    Ebook166 pages1 hour

    ITIL 4 Foundation Exam Preparation Study Guide

    By Georgio Daccache

    ()

    Read preview

    About this ebook

    Achieve success in your ITIL4 Foundation Exam on the first try with our new and exclusive preparation book.
    This comprehensive resource is designed to help you test your knowledge, providing a collection of the latest questions with detailed explanations.
    Save both time and money by investing in this book, which covers all the topics included in the ITIL4 Foundation exam.
    This book includes 4 full-length, highly important practice tests, each with 40 questions, for a total of 160 questions. It also provides detailed explanations for each question.
    Dedicate your effort to mastering these ITIL4 Foundation Exam questions, as they offer up-to-date information on the entire exam syllabus.
    This book is strategically crafted to not only assess your knowledge and skills but also to boost your confidence for the official exam.

    The ITIL 4 Foundation exam typicallyconsistsof 40 multiple-choice questions. 

    To pass the exam, you need to achieve a score of at least 26 questions correct, which translates to a passing rateof 65%.

    Welcome!

    LanguageEnglish
    PublisherGeorgio Daccache
    Release dateAug 12, 2024
    ISBN9798227565297
    ITIL 4 Foundation Exam Preparation Study Guide
    Author

    Georgio Daccache

    Georgio Daccache is an EU-certified instructor who offers over 30 courses and has authored 50+ books, e-books, and audiobooks. He has a student base of over 50,000 spanning across 190+ countries. Georgio's educational materials are accessible globally through leading platforms like Amazon, Udemy, Google Play, and Apple Books, as well as many other websites and libraries. Georgio Daccache is also the founder of the e-learning company "Tech Hub+," renowned for creating and distributing top-tier certified content and courses on Udemy. With a student base exceeding 10,000, it stands as a leading entity in Information Technology and Cybersecurity in North America and the EU. Georgio's collection of bestseller courses, books, e-books, and audiobooks has earned him several prestigious awards for his innovative teaching techniques and high-quality content.

    Read more from Georgio Daccache

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      Book preview

      ITIL 4 Foundation Exam Preparation Study Guide - Georgio Daccache

      ITIL 4 Foundation Exam Preparation

      Introduction:

      ITIL 4 Foundation is an entry-level certification that provides a foundational understanding of the key concepts and principles used in IT service management (ITSM) according to the ITIL framework. It's designed to be a stepping stone for those who want to pursue a career in IT service management or improve their existing knowledge in the field.

      Here's a breakdown of some key points about ITIL 4 Foundation:

      What it covers:

      The ITIL service value system (SVS): This framework outlines the core components and guiding principles essential for creating value through IT services.

      The four dimensions of service management: This concept (not formally part of the SVS) might refer to aspects like People, Process, Products (Technology), and Partners, all crucial for effective service management.

      The core practices: These are the fundamental activities and processes used to deliver and manage IT services. ITIL 4 focuses on a more modular approach to practices, allowing organizations to choose and customize the ones that best suit their needs.

      Guiding principles: These principles emphasize value creation, building on existing foundations, working collaboratively, promoting a culture of continual improvement, and more.

      General concepts of service management: This includes understanding service lifecycles, service value chains, and key service management terminology.

      Achieve success in your ITIL4 Foundation Exam on the first try with our new and exclusive preparation book.

      This comprehensive resource is designed to help you test your knowledge, providing a collection of the latest questions with detailed explanations.

      Save both time and money by investing in this book, which covers all the topics included in the ITIL4 Foundation exam.

      This book includes 4 full-length, highly important practice tests, each with 40 questions, for a total of 160 questions. It also provides detailed explanations for each question.

      Dedicate your effort to mastering these ITIL4 Foundation Exam questions, as they offer up-to-date information on the entire exam syllabus.

      This book is strategically crafted to not only assess your knowledge and skills but also to boost your confidence for the official exam.

      The ITIL 4 Foundation exam typically consists of 40 multiple-choice questions. To pass the exam, you need to achieve a score of at least 26 questions correct, which translates to a passing rate of 65%.

      The question types for the ITIL 4 Foundation exam are:

      Multiple Choice Questions: These questions provide a statement or scenario with four answer choices. You need to select the best option.

      Negative Questions: These are similar to standard multiple-choice questions but feature negatively worded stems, requiring you to identify the incorrect option.

      Missing Word Questions: These questions present a sentence with a missing word. You must choose the correct word to complete the sentence from four given options.

      List Questions: In these questions, you are given a list of four statements and asked to select two correct statements from that list.

      Practice Test I

      1) How does increased automation impact the 'service desk' practice?

      A. Enhanced ability to concentrate on customer experience when personal interaction is required.

      B. Reduction in self-service incident logging and resolution.

      C. Increased emphasis on fixing technology rather than assisting people.

      D. Removal of the necessity to escalate incidents to support teams.

      2) What term describes the features provided by a service?

      A. Cost

      B. Utility

      C. Warranty

      D. Risk

      3) What is the purpose of the 'monitoring and event management' practice?

      A. To ensure that precise and dependable information about service configurations is accessible when needed.

      B. To systematically observe services and service components, recording and reporting selected state changes.

      C. To safeguard the information required by the organization to carry out its operations.

      D. To reduce the adverse effects of incidents by restoring normal service operations as swiftly as possible.

      4) What should all decisions related to 'continual improvement' be based on?

      A. Information on how services are measured.

      B. Precise and thoroughly analyzed data.

      C. A current balanced scorecard.

      D. A recent maturity assessment.

      5) How do all value chain activities convert inputs into outputs?

      A. By identifying service demand.

      B. By utilizing a combination of practices.

      C. By involving a single functional team.

      D. By applying process automation.

      6) How does customer engagement support the 'service level management' practice?

      1. By gathering information to establish metrics.

      2. By ensuring the organization achieves specified service levels.

      3. By outlining workflows for service requests.

      4. By facilitating progress discussions.

      A. 1 and 2

      B. 2 and 3

      C. 3 and 4

      D. 1 and 4

      7) What is the initial step for optimization?

      A. Gaining stakeholder engagement.

      B. Understanding the organization's vision and objectives.

      C. Identifying where the most positive impact can be made.

      D. Standardizing practices and services.

      8) What is the missing word in the following sentence?

      The purpose of the [?] is to ensure that the organization continually co-creates value with all

      stakeholders in line with the organization's objectives.

      A. ‘focus on value’ guiding principle.

      B. four dimensions of service management.

      C. service value system.

      D. ‘service request management’ practice.

      9) Which practice supports the management of feedback, compliments, and complaints from users?

      A. Change enablement

      B. Service request management

      C. Problem management

      D. Incident management

      10) Which collaborative activity between a service provider and service consumer ensures ongoing value co-creation?

      A. Service provision

      B. Service consumption

      C. Service offering

      D. Service relationship management

      11) Which practice might include initiating disaster recovery?

      A. Incident management

      B. Service request management

      C. Service level management

      D. IT asset management

      12) What type of change is typically handled by the 'service request management' practice?

      A. A normal change

      B. An emergency change

      C. A standard change

      D. An application change

      13) Which guiding principle highlights the importance of comprehending the flow of work in progress, identifying bottlenecks, and uncovering waste?

      A. Focus on value

      B. Collaborate and promote visibility

      C. Think and work holistically

      D. Keep it simple and practical

      14) How does one enable value co-creation by facilitating outcomes that customers aim to achieve?

      A. A service

      B. An output

      C. A practice

      D. Continual improvement

      15) Which statement accurately describes change authorization?

      A. Each type of change and change model should have a designated change authority.

      B. The most effective method of authorization involves centralizing it under a single person.

      C. Normal changes should be authorized promptly to ensure swift implementation.

      D. Standard changes are deemed high-risk and require authorization from the highest level of change authority.

      16) Which aspect of service management encompasses governance, management, and communication?

      A. Organizations and people

      B. Information and technology

      C. Partners and suppliers

      D. Value streams and processes

      17) What is the missing word in the following sentence?

      A known error is a problem that has been [?] and has not been resolved.

      A. logged

      B. analyzed

      C. escalated

      D. closed

      18) Which statement accurately describes known errors and problems?

      A. Known errors are the status assigned to problems after analysis.

      B. Known errors represent the cause of one or more problems.

      C. Known errors create vulnerabilities, while problems lead to incidents.

      D. Known errors are handled by technical personnel, while problems are managed by service management personnel.

      19) What is essential for maximizing efficiency in the 'service request management' practice?

      A. Compliments and complaints

      B. Self-service tools

      C. Processes and procedures

      D. Incident management

      20) Which statement accurately describes the 'service desk' practice?

      A. It facilitates communication with stakeholders at strategic and tactical levels.

      B. It evaluates and authorizes changes.

      C. It identifies the root cause of incidents.

      D. It requires a solid grasp of business processes for effective operation.

      21) Which practice ensures that there is accurate and reliable information available regarding configuration items and their interrelationships?

      A. Service configuration management

      B. Service desk

      C. IT asset management

      D. Monitoring and event management

      22) Which practice aims to swiftly restore normal service operations?

      A. Supplier management

      B. Deployment management

      C. Problem management

      D. Incident management

      23) What is the missing word in the following sentence?

      A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

      A. outputs

      B. outcomes

      C. costs

      D. risks

      24) Which guiding principle emphasizes taking action rather than prolonged analysis of various options?

      A. Optimize and automate

      B. Start where you are

      C. Focus on value

      D. Progress iteratively with feedback

      25) How should every problem be addressed?

      A. Diagnose the problem to identify potential solutions.

      B. Prioritize the problem based on its potential impact and likelihood.

      C. Resolve the problem to achieve closure.

      D. Implement a workaround to mitigate its impact.

      26) How can an organization involve third-party suppliers in continuously improving services?

      A. Ensure that contracts with suppliers include their approach to service improvement.

      B. Require proof that suppliers utilize agile development methodologies.

      C. Require proof that suppliers implement improvements using project management practices.

      D. Ensure that problem management activities by suppliers lead to improvements.

      27) What factors impact the supplier strategy of an organization?

      A. Contracts and agreements

      B. Type of cooperation with suppliers

      C. Corporate culture of the organization

      D. Level of formality

      28) What is defined as a problem?

      A. An addition or alteration that could impact services.

      B. Any change in status that is significant for managing a configuration item.

      C. The cause or potential cause of one or more incidents.

      D. An unforeseen decline in service quality.

      29) What is the objective of the 'relationship management' practice?

      A. Aligning organizational practices and services with evolving business requirements.

      B. Cultivating and maintaining connections between

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